Archives for Customer Experience

Three Eye-Opening Technology Trends in Customer Experience Strategy

Understanding the technology eco-system your business operates within is critical to developing customer experience strategies that differentiate your brand and generate growth. New technology spaces such as the Internet of Things (IoT), artificial intelligence, and even the changing landscape of social media are all revolutionizing the way companies deliver experiences to their customers. Trend #1: KPI Measurement via Social Media Twitter is one of the world’s fastest growing social media platforms, especially for brands attempting to gain exposure. Tweeting is fast, enabling customers to connect with businesses in new ways quickly. Measuring Key Performance Indicators or KPIs on Twitter is
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AI is Changing the Customer Experience Forever

How do you keep your eye on businesses efficiency while also focusing on delivering personal customer experiences? In the past, you could either have one or the other, not both. Today, artificial intelligence machines are taking business capabilities to new heights, fueling a “customer experience revolution” that is both personal and offers efficient service delivery. What exactly is artificial intelligence? What do you think of when you hear the words “artificial intelligence?” Robots? The 1962-1963 Hanna-Barbera cartoon The Jetsons? Sure, AI is sort of like that, but even better. Artificial intelligence is frequently the catch-all phrase to describe computer systems
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5 Critical Questions for Choosing a CX Partner

A Customer Experience partner works with companies to define, plan, and execute an optimal customer experience. Selecting a CX partner to support your organization’s customer experience efforts can be a challenging process. How do you choose the right CX partner that will be the best fit for your team? Many brands start with an RFP process. While you can learn a lot about a CX consultancy from the RFP process, or by reviewing a vendor’s case studies and past work, it’s important to remember that an RFP is your best thinking from your current point of view. Here are 5 critical questions that can help you
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Using Technology to Drive Loyalty Management

How Does Technology Drive Loyalty Management? Today’s loyalty management programs are far more complex and dynamic than ever before. Where once punch cards and spreadsheets drove loyalty management, today, multiple technologies converge to support programs designed to retain customers and reward them for doing business with you. Many common technology solutions support dynamic loyalty management programs. Loyalty Management Platforms There are a wide range of solutions available today that are designed specifically to support loyalty management programs. These solutions provide support in tracking and managing participation in programs, executing loyalty marketing programs and even developing the terms of a loyalty
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Intelligent CRM – The Latest Evolution in Customer Relationship Management

Customer Relationship Management solutions have long been a vital tool in the development and delivery of Customer Experience strategies and individual interactions. Much like customer expectations, CRM platforms are ever-evolving and become more complex and dynamic each day. This Isn’t Your Grandfather’s CRM – Or Even Your Father’s Once upon a time, CRM solutions had one focus – to track, record and report information relating to your organization’s relationship with individual customers. In many cases, past CRM solutions were little more than a data entry and access interface – agents entered information as it was acquired, then accessed it later.
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The IoT and CX – Seizing the Opportunity Presented by the Internet of Things

The IoT and CX – Seizing the Opportunity Presented by the Internet of Things The Internet of Things, or IoT, offers significant potential for organizations seeking to empower customers. With a simple voice command, customers can place an order or be connected to an organization for information, advice or even support resolving an issue. The rapid growth of IoT and its limitless uses have many Customer Experience professionals exploring the space for ways to use IoT devices to create deeper and more impactful relationships with customers. To help you explore and seize the opportunities presented by IoT solutions, here are
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