Archives for Customer Experience

Happy CX Day 2018!

Holidays are usually only spoken about around the office as small talk or as a PTO benefit.  However, I’m going to add one holiday that should be celebrated in the enterprise.  It’s CX DAY! That’s right, today is the day we should all take a moment to appreciate and celebrate all things CX. As a bit of history, CX Day was developed by the Customer Experience Professionals Association, or CXPA.  For the past six years CXPA has encouraged CX leaders and professionals to celebrate the discipline, and the day and has grown rapidly as more companies embrace this chance to
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CX Technology — Could vs. Should: Decoding the Crowded CX Technology Marketplace

 From Artificial Intelligence to Machine Learning, Customer Analytics to UX Design Tools, it seems every vendor offers a solution or platform to help organizations drive CX. Simply because a vendor markets their technology as a CX solution, does that mean it will have the impact your organization is seeking? Join us as we examine the noise in the market place and offer suggestions on how to make sense of it all. This 30-minute session covers: – The crowded CX technology marketplace – Features and functionality that offer real impact – Benefits of implementing various CX technologies
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How to Create Lasting Customer Relationships

Even a small amount of effort directed at keeping existing customers happy can greatly impact a company’s bottom line.  Research done by Fred Reichheld of Bain & Company, the inventor of the Net Promoter Score, shows increasing customer retention rates by as little as 5% can increase profits by 25% to 95%.  And yet, while most companies have a strategy to acquire customers, only 18% have a strategy that focuses on retention according research from Invesp. So how can you make keeping customers happy a priority? Here are three steps to get you going: Step #1: Make it Easy to
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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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