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The Power of AI in Enhancing Customer Experience

The Power of AI in Enhancing Customer Experience

In today’s fast-paced and highly competitive business landscape, designing and delivering an exceptional customer experience is crucial for building brand loyalty and driving growth.

Artificial intelligence (AI) has emerged as a game-changer in this regard, enabling businesses to deliver fast, personalized, efficient, and seamless interactions that meet (or even exceed) customer expectations.

In this article, I’ll explore the power of AI in transforming the customer experience and how businesses can harness its potential.

16 Conversation Starters to Bridge the Gap Between Marketing and CX

16 Conversation Starters to Bridge the Gap Between Marketing and CX

In an increasingly competitive marketplace, investing in the delivery of exceptional customer experiences is not only a strategic imperative but also a moral obligation to uphold the trust and confidence of consumers.

Bridging the gap between Marketing and Customer Experience is critical to that. To do that involves fostering open communication and collaboration between these teams to ensure a cohesive approach to engaging with customers.

Find 16 conversation starters in this week’s blog that will help bring these two departments closer together for the benefit of the customer and the business.

Bridging the Gap Between Marketing and Customer Experience

Bridging the Gap Between Marketing and Customer Experience

What customers are seeing and experiencing vs. what brands are saying can often be in conflict. The gap between Marketing and Customer Experience (CX) teams is largely responsible for that. In this article, I’ll pose some concepts to discuss to help bridge that gap and get everyone working together for the benefit of the customer – and, ultimately, the business.

The Power of Communication: Enhancing Relationships and Business Success

The Power of Communication: Enhancing Relationships and Business Success

Communication is one of the most overlooked components of the customer experience. But it’s one of the most important components of any relationship, including a brand’s customer relationships! It forms the foundation of understanding between individuals. It enables you to address conflicts and misunderstandings. When it’s transparent and honest, it fosters trust and respect. And it plays a vital role in establishing emotional connections.

Why?

And what can you do about it?

7 Best Practices to Build a Customer Experience Strategy at Scale

7 Best Practices to Build a Customer Experience Strategy at Scale

Developing a strategy to deliver that great experience isn’t as simple as just deciding you’re going to do it and then doing it. A lot of work goes into that strategy.

And you’ve got to make sure it scales, as well; it’s essential in order to maintain competitiveness, drive customer satisfaction and loyalty, optimize operational efficiency, and facilitate long-term growth and success for your business.

What are best practices to build a strategy that scales?

Find Products For Customers, Not Customers For Products

Find Products For Customers, Not Customers For Products

Seth Godin said, “Don’t find customers for your products, find products for your customers.”

I’m a huge fan of this quote and have used it many times over because it summarizes nicely what I’ve preached over the years: solve problems for customers; do that, and your business will go far.

What’s the difference? What are the pros and cons of each? Which one ensures that you deliver value for customers?

Best Practices for Showing Quick Wins

Best Practices for Showing Quick Wins

One of the biggest asks that CX leaders (still) have to deal with to get executive commitment and engagement – and for the rest of the organization to feel that there’s meaningful impact as a result of changes being proposed/made – is showing ROI. One of the ways to start to do that and to get that adoption across the organization is to show some quick wins.

What are quick wins? Why are they important? What are some quick wins best practices? What’s the best way to communicate them?

When You Don’t Live Your Corporate Values…

When You Don’t Live Your Corporate Values…

Over the last few months, as I’ve followed the most-recent issues that Boeing has had with its planes, I’ve wondered how things could have gone so wrong. If you were to ask customers their most basic requirement when it comes to travel, I’m guessing the answer is, “Get me from Point A to Point B… safely!”

So, I took a look at their core values. Of course, one of them is about safety.

I explored the necessity of that as a core value, as well as the pros and cons of it – and how it impacts product quality. And ended with what happens if employees don’t live the core values.

Problems That CEOs Want Marketing To Solve

Problems That CEOs Want Marketing To Solve

When CEOs were asked about the top five problems they wanted their CMOs to solve, they top five answers all sound like they can be resolved by designing and delivering a great customer experience.

Question is: are CEOs giving CMOs what they need to do the work to design and deliver that experience? Do CMOs know what needs to be done?

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