The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired.
http://customerthink.com/3-big-themes-from-the-most-dedicated-cx-experts-in-the-world/
In episode 21 of Experience This!, a customer experience podcast series, hosts and CX experts Joey Coleman and Dan Gingiss share best practices for creating a solid CX strategy. In this episode, Joey and Dan dive into the insights and tactics of Blake Morgan’s book “More Is More,” talk about why you should make your work harder for your business rather than your customers, and explore a unique customer experience campaign from a small art-house cinema in New York.
https://smartercx.com/3-customer-relationship-management-tips-from-a-cx-book-report/
In the past month, we discussed the pillars of the digital transformation—shifting our focus from technology to the behaviors that drive the digital transformation. I believe that the complete transformation is only possible if the right kind of organization is built, an organization that believes in the possible. To build these organizations, Every organization needs to fully understand the meaning of each pillar. There is no pillar that is more important than the next. Just like in a building, you need all the pillars to stand tall. So, let’s first get a deeper understanding into how experiences drive the digital transformation.
https://www.forbes.com/sites/danielnewman/2018/06/19/3-keys-to-driving-customer-experience-into-your-digital-transformation/#51891a9f4318/
In the past month, the pillars of the digital transformation has been discussed —shifting our focus from technology to the behaviors that drive the digital transformation. I believe that the complete transformation is only possible if the right kind of organization is built, an organization that believes in the possible. To build these organizations, Every organization needs to fully understand the meaning of each pillar. There is no pillar that is more important than the next. Just like in a building, you need all the pillars to stand tall. So, let’s first get a deeper understanding into how experiences drive the digital transformation.
https://www.forbes.com/sites/danielnewman/2018/06/19/3-keys-to-driving-customer-experience-into-your-digital-transformation/#5c1703fd4318/
Across industries, Big Data and Artificial Intelligence (AI) have proven to be powerful tools when it comes to informing companies about their target customers. Gartner predicts that by 2019, more than 50% of organizations will redirect their investments to customer experience innovations.
As a result, many organizations have built teams to collect and analyze data on every step of the customer journey – taking into account where, why and how customers interact with their channels. By analyzing this data in real time, companies are able to keep up with evolving customer demands.
http://customerthink.com/3-reasons-why-ai-and-big-data-will-fuel-the-customer-experience-in-2019-and-beyond/
Marketers are constantly introducing newer and more sophisticated Customer Experiences (CX). But, how do you ensure that all of your customer touchpoints will align with the promise of these new CX improvements?
Based on our VoC research, we have learned that the brands most successful in making their CS (Customer Service) and back-end processes align beautifully with their front end CX, are those which involve and integrate every department and every employee!
http://customerthink.com/3-tips-to-ensure-customer-service-matches-your-promised-customer-experience/
When consumers think of exceptional customer experience, two things come to mind: quick resolution and personalized services. In the B2B realm, the same priorities ring true. No matter who your customers are, buyers of all shapes and sizes have the same general customer service wish list. They want products and services to function as advertised, and expedient resolution of issues. But, a key difference is that what might be an inconvenience for a consumer, could have catastrophic consequences for an enterprise. If the Wi-Fi is out when you want to stream Netflix, that’s frustrating. If systems management software shuts down, that could bring an entire business to a grinding halt.
http://www.customerexperienceupdate.com/?open-article-id=8268637&article-title=3-winning-factors-for-b2b-customer-experiences&blog-domain=incontact.com&blog-title=incontact/
A 360-degree customer journey is a set of ideas and methods meant to take you from vague promises of being “customer-centric” to a concrete process for measurably offering more value to customers. By better understanding individuals and groups of customers, you’ll find ways to make your products more useful and smooth out the buying process, building an engaged audience for your brand along the way.
https://mopinion.com/360-degree-customer-journey/
Whether you’re part of an enterprise organization or running a growing business, time is something nobody has enough of. It’s impossible to add more hours into our day, but it is possible to make the hours we have work harder for us, especially when it comes to executing customer experience (CX) strategies.
https://smartercx.com/4-cx-automations-that-give-you-time-back-in-your-day/
Continually improving the customer experience and satisfaction with service support is a goal of every service desk. While there are many metrics that influence measures of customer satisfaction, the four service desk agent performance metrics discussed here are among those that have a great impact and should be monitored in real-time, as well as trends occurring over a period of time.
https://www.business2community.com/customer-experience/4-service-desk-agent-performance-metrics-that-influence-the-customer-experience-02088402/
