image

BLOG

Moving Beyond Personalization to Hyper-Personalization

Moving Beyond Personalization to Hyper-Personalization

According to Statista, 74 percent of respondents expect personalization when they share more personal data with businesses. And 73 percent anticipate a more-personalized experience as the technology advances, and 64 percent expect that when they increase their spending.

But what about hyper-personalization? What is it? Is it an expectation? How does it differ from plain old personalization? What does it require? What are the benefits for customers and for businesses/ What are the challenges to implement? Who is doing it well?

Connecting Organizational Silos to Leverage Data for a Better Experience

Connecting Organizational Silos to Leverage Data for a Better Experience

Why all this talk about silos and whether to break down or connect them? Well, ultimately, silos impact both the employee experience and the customer experience. In this article, I focus on the customer experience, but know that at the root of that is the fact that silos impacting the employee experience without a doubt translate to the customer’s experience.

Specifically, I write about the impact of silos on data and information sharing. Data is at the heart of designing and delivering a great experience, where “a great experience” is defined by your customers’ expectations, i.e., seamless, consistent, personalized, etc. That means it must be shared freely across the organization.

Skills Employees Need In Order to Leverage Generative AI

Skills Employees Need In Order to Leverage Generative AI

As AI becomes more and more prevalent in the workplace, the fear that it will replace employees continues to grow. Rather than worrying about that, consider that human intelligence and artificial intelligence must work side by side, complementing and enhancing employees’ capabilities. As a matter of fact, AI will take on those repetitive and menial tasks that waste employee time, freeing them up to do more complex, creative, valuable and value-add work.

An important question to consider as we think about augmenting employee capabilities with artificial ones: How do we prepare employees for the new work environment that lies ahead? How do we prepare them to work with this new technology?

7 Deadly CX Sins Revisited

7 Deadly CX Sins Revisited

Years ago – actually nine years ago, in February 2015 – I wrote about The 7 Deadly Sins of Customer Experience. I shared that article on LinkedIn recently and recognized that the sins may need some updating. I don’t disagree with the sins I originally wrote about, but I’m OK with consolidating, updating, and fine-tuning the existing ones… and adding two new ones.

Use Optichannel and Omnichannel Approaches to Maximize Customer Engagement

Use Optichannel and Omnichannel Approaches to Maximize Customer Engagement

Over the years, I’ve written about multichannel and omnichannel experiences. It’s funny to think back ten years or more, when I was asked about trends or predictions for the new year, and realize how long omnichannel has been a dream for the customer experience. Is it a reality? Is it the future? Is it the only way?

There’s a newcomer to this discussion, beyond multichannel and omnichannel: designing and delivering an optichannel experience. What is that? How does it differ from the other two?

Conversation Starters to Ensure EX and CX Teams Are Working Together

Conversation Starters to Ensure EX and CX Teams Are Working Together

One of the most important foundational concepts, as well as linkages, when it comes to customer experience is the employee experience connection, i.e., the fact that the employee experience drives the customer experience. Without employees to design, build, sell, deliver, implement, install, or service the products, you have no need for customers – and then there’s no customer experience. They are critical to building that experience – and to delivering it.

Why are there so few organizations with customer experience and employee experience teams working together? Better yet, why are there so few organizations with employee experience teams?! Every organization should! And they should be working hand in hand with the customer experience team.

Let’s get them talking and working together!

Which Feedback is Most Valuable: Solicited or Unsolicited?

Which Feedback is Most Valuable: Solicited or Unsolicited?

An important aspect of any VoC program is to ensure that you listen to customers in a variety of ways wherever they are – and wherever/however they want to provide feedback. (Another important aspect is that VoC is not just about surveys.)

As a result of that requirement, your VoC program approach should include what we call solicited (or active) feedback and unsolicited (or passive) feedback.

What’s the difference? Which is more valuable?

CX Only Happens At The Frontline

CX Only Happens At The Frontline

There are far too many people out there who believe that it’s a true statement, that the customer experience is only impacted and only happens at/with your frontline employees.

That’s just not true.

In this article I prove that this is a misconception and identify some ways that you can help your employees think differently.

Can AI Save Poor Customer Service?

Can AI Save Poor Customer Service?

Customer service these days can be just dreadful. Recently RingCentral and Opinium conducted research that confirmed what we’re all thinking: there’s a lot of room for improvement when it comes to customer service interactions.

What is going on? Why are we all hesitant to reach out and contact brands to get help with whatever the issue or topic may be?

How do we fix this? Is AI the solution?

SUBSCRIBE TO OUR NEWSLETTER TO GET BLOGS IN YOUR INBOX

Archives