Tag: customer engagement
The Customer Experiences (CX) that companies provide to their prospects and customers all require investment, focus, commitment, expertise and coordination to stay “healthy.” For instance, if a company’s CX leaders believed they could simply invest in a best-in-class omni-channel platform, they would be mistaken to assume that subsequent interactions with customers across an array of…
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The universal objective of Customer Experience (CX) design is to deliver exceptional interactions that quick- ly transition prospects to customers; drive loyalty and customer penetration; and ideally, reduce or optimize internal costs when delivering those experiences. The means to those ends are much more complex, and identifying where to prioritize limited resources to pursue those…
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Many business leaders today face the challenge of transforming their organizations to compete in a world that is defined by increasing levels of uncertainty, chaos and complexity. A global pandemic, social justice concerns, rapidly evolving customer expectations, the changing nature of work – these and other factors are driving the need to create new business…
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Are companies making it difficult for our customers to use our products or consume the services we offer? Have they put business rules in place over time that now serve as barriers to delivering great customer experiences? As a consumer, you know the rules – the ones that constrain our options when we dare to…
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Technology innovation is rapidly unlocking possibilities affecting all aspects of our lives. While Customer Experience is hardly as important as the innovations driving healthcare or as glamorous as the capabilities of autonomous vehicles and space travel, effective and progressive Customer Experiences are a critical driver of corporate success. In fact, studies indicate that poor customer…
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To succeed in today’s digital environment, companies must embrace the Customer Experience (CX) as an omni-channel composition of many interactions. In addition to a deep understanding of all the possible ways customers may engage with your organization, a similar level of understanding of customers, products and usage patterns, in conjunction with those engagement channels, provides…
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We are at an inflection point – the digital economy has added complexity and cost to the process of delivering exceptional customer experiences (CX), while at the same time, technology innovations have raised customer expectations regarding how that experience should unfold. The challenge of providing high quality CX is complicated by policies, processes and regulatory…
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Businesses and entire industries have been turned upside down seemingly overnight by new market entrants that correctly identified and capitalized on ways to provide better customer experiences. It is not just newcomers who beat the competition and acquired larger market shares through a customer experience (CX) focus: Apple is an example of a pre-existing giant…
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Most companies recognize the importance of continually investing in customer service and customer experiences. However, technologies and business problems are rapidly evolving making it difficult to consistently stay ahead of the competition. Here are ten quick areas to evaluate that may indicate you have an important problem to address: Confusing or Hidden Telephone Numbers – Do…
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Process redesign efforts can be daunting. Organizations have many lines of business and functional departments, myriad business applications and complex workflows that have evolved over the years, all of which are frequently only partially documented. However, by examining a few key metrics, organizations can streamline re-engineering analysis and quickly identify areas with the potential to…
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