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The Intersection of AI and CX – Solving Customer Problems

The Intersection of AI and CX – Solving Customer Problems

Among consumers’ expectations when they interact with brands is a simplified and effortless experience that includes:

* Offering multiple channels to make contact

* Knowing through which channels they’ve contacted the brand

* Knowing what happened during those interactions via other channels

* Having the same experience from one channel to another (i.e., one brand, one contact center)

These expectations must all be taken into consideration when making decisions about which technology to acquire.

CEOs Say Employee Engagement and Retention Are Top Priorities

CEOs Say Employee Engagement and Retention Are Top Priorities

Chief Executive Group recently polled CEOs in the US about their top priorities in 2024, and 60% of them said that retaining and engaging employees is their top priority because unemployment remains low, and skilled employees are both hard to find and to retain.

Sadly, they also cited employee retention and engagement as top challenges.

Customer-Centricity: Bringing The Organization Together

Customer-Centricity: Bringing The Organization Together

In this week’s article, I explore a bit more how or why a customer-centric culture brings the organization together. Why do I say that such a culture is collaborative by definition? A customer-centric culture is one in which everyone in the organization is focused on customer outcomes, and that focus, in turn, leads to solid business outcomes.

Read about several different ways that customer-centricity promotes a “one brand” approach to business. That “one brand” approach is at the root of a seamless and consistent customer experience.

Doubling Down on Customer-Centricity

Doubling Down on Customer-Centricity

What is customer-centricity? It might not be what you think it is. Too many people use the term incorrectly.

Why is it important? I like to say, fix the culture, fix the outcomes. Pointing the business in the right direction through a culture that puts the customer at the heart of the business leads to great outcomes.

Is your company customer-centric? Answer 10 questions to find out!

9 Steps to Do Customer Journey Management Right

9 Steps to Do Customer Journey Management Right

Customers’ expectations about their experiences during every stage of the relationship with the brands with which they interact have evolved greatly over the last few years. Understanding their journeys and keeping up with those expectations are both critical to ensuring that customers have a great experience.

How do brands do that? Well, by managing the customer journey, they can better understand their customers, improve satisfaction, and build long-term loyalty.

24 Things You Can Do To Get Your Business On The Right Track For 2024

24 Things You Can Do To Get Your Business On The Right Track For 2024

As we kick off the new year, it’s a great time to think about what needs to get done in the next 12 months to ensure you achieve the business outcomes you desire.

You do know that means that you’ve got to focus on the people first, right? Both employees and customers. After all, they’re the ones who keep the business humming along and, well, in business.

I thought I’d help kick start your planning for the year by outlining 24 things you can start doing this year to get you on the right track, to make sure you achieve the business outcomes you desire.

Synthetic Customer or Personas – Which One Should You Use?

Synthetic Customer or Personas – Which One Should You Use?

You’ve heard of personas, and many of you are using them in your day-to-day work. If you’re not, you need to start there!

But do you know what a synthetic customer is? Are these being used in your organization? If the answer is no to either of those questions, this article will provide some clarification.

The Intersection of AI and CX – in Your Contact Center

The Intersection of AI and CX – in Your Contact Center

The contact center is a pivotal touchpoint in the customer journey. It’s often the primary channel used by customers to interact with your company. Given that, it’s critical that the experience is simple and effortless – and meets all of their expectations.

The intersection of artificial intelligence (AI) and customer experience is reshaping how brands do business – including how they deliver a better employee experience and customer experience.

Here’s How to Get the Investment You Need for Your Feedback Programs

Here’s How to Get the Investment You Need for Your Feedback Programs

Getting support for your feedback programs doesn’t only come in the form of executive commitment (for the resources, etc.) but also in the form of employee involvement and engagement. After all, someone’s got to do the work to improve the experience; that’s not necessarily on you as the customer experience professional. Your job is to gather the data, analyze it, glean and share insights, and follow up to ensure that the data is being used as intended.

Where to begin to garner that commitment across the board? What can you do to effectively launch a customer feedback program with commitment from all parties involved?

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