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Are Customer Journey Maps Really Necessary? My client had just returned from a presentation to her executive committee. She was defeated, and realized she made a misstep in trying to get resources for a customer
I’ve seen organizations adopt a few common mindsets that inadvertently hold them back, as well as CX pros who overlook key resources that can help them get ahead. By facing these realities head on you can more quickly implement the best customer experience strategy for your organization.
There is a struggle between providing the best customer experience and appropriately protecting consumer privacy. And rightfully so.
To learn more about the challenges CX teams are facing and how leaders are driving their programs forward, I spoke with four change makers at the show who offered an inside look at their successes.
To help you start or fine-tune your AI strategy, let’s explore the main things customer experience leaders need to know about AI and its close companion generative AI.
What is the value of customer experience? Understand how to create ROI and boost customer experience value in your organization.
Your relationship with customers is built one step at a time. Every interaction they have with your organization leaves an impression — and you want it to be a good one! ‘Touchpoints’ have been a
Let’s examine how customer experience (CX) influences employee experience (EX) and vice versa, and share proven ways to align your efforts (and drive lasting success!) in both areas.
Voice of the Customer (VoC) programs have leveraged some level of artificial intelligence (AI) in many ways already, including pattern recognition, predictive analytics, and sentiment analysis. And while any customer feedback program can add value
Every team at an organization must prove how their work contributes to the bottom line — and customer experience is no exception. We know CX teams can deliver significant business advantages: Satisfied customers are much
