Customer Experience Strategy
In my Golden Rules of CX series, I started with the bold assertion that achieving extraordinary results requires courage. Customer Experience (CX) practitioners often struggle to secure budget approval due to institutional resistance. One of the biggest obstacles to transformative CX are organizational silos – structural and behavioral barriers that hinder collaboration, innovation, and customer-centric…
In the ever-evolving landscape of healthcare, technological advancements are often celebrated for improving outcomes and efficiencies. They bring convenience, enhance communication, and personalize care, promising a higher quality of service. However, have these innovations truly fulfilled their promise? The answer may lie in understanding patient experiences through tools like the Hospital Consumer Assessment of Healthcare…
Explore essential principles for enhancing customer experience (CX). It emphasizes the importance of listening to customer feedback and fostering a culture of continuous improvement. By implementing these rules, businesses can strengthen customer relationships and drive loyalty.
Explore the transformative power of psychological safety and employee engagement in enhancing customer experience (CX) in this insightful article. Part two of a three-part series on “The Golden Rules of CX,” it emphasizes the need for organizations to build a culture where employees feel safe to innovate and express their ideas without fear of retribution. Highlighting examples from industry leaders like Google, Netflix, and Salesforce, the article illustrates how fostering transparency and trust can lead to improved customer interactions and overall business success. Discover how breaking down silos and prioritizing employee happiness can fuel exceptional CX and drive organizational growth.
We were warned last year that Artificial Intelligence (AI) is set to revolutionize customer experience in 2024, shaping various trends that major companies are tracking. Now that we’re knee deep into the year, let’s take a look at how AI’s impact on customer experience can be evaluation, sifting through several key areas: personalization at scale,…
Customer experience (CX) has taken center stage, reshaping the way businesses engage with their audience. The rise of omnichannel experiences has revolutionized the traditional customer journey, offering a seamless and integrated approach across various touchpoints. This shift has not only redefined the customer experience but has also empowered businesses to create more personalized and meaningful…
Across almost every channel, be it a digital publication, fireside chat, webinar, podcast, or social media buzz, we hear about how to prepare for a return to normalcy (normal means conforming to something usual, expected, and typical). There is nothing typical about what has just happened to the world in the past month or two….
We all understand that having a great customer experience (CX) affects everyone as customers, and an exceptional CX drives revenues and growth. SaaS consultant Nichole Elizabeth DeMeré explains that companies with superior CX saw an increase in customers and regardless of the industry, CX leaders had as much as a 26%-point lead. With that in mind, we’re…
A lot of customer experience pundits are talking about AI. They say it is ushering in a new age, a Customer Experience 3.0. OK. As a notorious heckler, I thought I would have my team research the market, as it stands, in the closing weeks of 2018. My question was: Who cares about promises; I…
In an era when disruptors like Uber, Netflix, and Amazon are reimagining markets and eroding the boundaries between markets, incumbents know they need to change. The problem most are confronting is how to begin, where, and how much? One answer to this question is digitization. Our competitors are able to deliver greater levels of efficiency…
This article was originally published on Eglobalis. Companies are shooting themselves in the foot consistently around their customer experience. What are they doing, and how do we help them to make it better? In the past 18 months, we’ve seen several major brands back pedal from serious customer experience mistakes. Three that come to mind immediately…
And the scarcity of learning opportunities Customer Experience (CX) as a discipline is relatively new. Believed to have emerged early in the new millennia (based on a literature review and terminology search) Customer Experience is the latest wave of thought on how organizations interact with their customers or clientele base. When taking into account the…
Download the Sacred Cows eBook How does your organization hold up to the Sacred Cows test? eBook stocked with 11 Sacred Cows Case examples of each Sacred Cow Far too often I have heard practitioners say that they are challenged to get leadership support for their CX initiatives. Have you heard the same? I have…
Since the launch of CX University in late 2015, the Online Courses have been touted as the most comprehensive professional development courses offered on the market. After carefully cultivating and analyzing the testing scores of CXU learners over the past year, the results clearly show the difference CXU Online Courses make. Since the launch of…
Following our series of infographics depicting generational differences in Customer Experience, here we have GenX, individuals born between 1961 and 1980. Share on twitter Twitter Share on facebook Facebook Share on linkedin LinkedIn
Continuing with our series on how generations demand different Customer Experiences, here we illustrate the CX patterns among people of Generation Z (those born between 1995 and 2012). Check out the previous infographic on Millennials and CX. Share on twitter Twitter Share on facebook Facebook Share on linkedin LinkedIn
