Customer Think

JUNE 11, 2024

What is the employee experience and customer experience ROI connection? Business value is: — Created primarily by ALL non-customer-facing employees and suppliers. Let’s take a look at all the players and definitions. — Communicated by Marketing and Sales employees.

Customer Experience 122

Customer Experience Suppliers Communication Marketing 122

Customer Think

FEBRUARY 8, 2024

For the last five years, around this time, I’ve compiled a set of customer experience-related predictions for the coming year. For each article, I gather together a set of predictions that have been sent to me over the preceding month. I then select the ones that stand out and make the most sense in the current […]

Customer Experience 116

Customer Experience 116

Customer Think

DECEMBER 12, 2022

Knowing the ROI of customer experience helps to fund CX projects and make intelligent investments in customer experience. But a deeper examination into the question about CX return on investment gets to the heart of what customer experience means for y.

Customer Experience 145

Customer Experience 145

Customer Think

JULY 23, 2024

Back in 2018, Bob Thompson of CustomerThink shared the “inconvenient truth” that “93% of customer experience programs are failing.” It found “most Customer Experience Programs are not delivering on the promise of improving differentiation and helping brands better compete.” Gartner echoed this two years ago.

Customer Experience 59

Customer Experience Leadership 59

Customer Think

APRIL 30, 2024

When I sat down to write this, I was reminded of an experience I had. I was on my second call of the week with an executive interested in a B2B customer experience map. This senior exec had a mid-size B2B company and wanted to improve its customer experience.

Customer Experience 94

Customer Experience B2B 94

Customer Think

JULY 9, 2024

This means maximizing the current and future cash flows from customers. Delivering great customer experiences is one strategy — the “means” — for realizing those goals. Pronouncing that delivering great experiences is the purpose of a company may sound like a compelling ad […]

Customer Experience 75

Customer Experience 75

Customer Think

APRIL 8, 2024

As customers become more informed, businesses must shift from selling to enhancing customer experience. This needs quality offerings and the ability to provide seamless, personalized experiences. This is where sales enablement comes into play.

Customer Experience 83

Customer Experience Sales 83

Customer Think

JUNE 18, 2024

From automotive components to consumer goods packaging, […]

Customer Experience 140

Customer Experience Innovation 140

Customer Think

MAY 7, 2024

Today’s post, which I wrote for NICE, covers the power of artificial intelligence when it comes to delivering a great 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.

Customer Experience 78

Customer Experience Artificial Intelligence 78

Customer Think

JUNE 28, 2024

It covers a joint research study they conducted in partnership with Metrigy about the impact that AI is having on both the employee experience and the customer experience. I feel like I keep saying this: “Artificial Intelligence (AI) is the hottest topic in employee experience and customer experience right […]

Customer Experience 59

Customer Experience Artificial Intelligence 59

Customer Think

MAY 8, 2023

With the advancement in technology, companies can now engage with customers in more ways than ever. Digital transformation has become the key to improving customer experience. We will define digital transformation, discuss how it improves digital customer […]

Digital Transformation 145

Digital Transformation Customer Experience Digitalization 145

Customer Think

DECEMBER 21, 2023

In the realm of artificial intelligence (AI), Large Language Models (LLMs) have emerged as game-changers, wielding a profound impact on how businesses interact with and enhance the experiences of their customers. Understanding the Rise of Large Language Models: […]

Customer Experience 116

Customer Experience Artificial Intelligence 116

Customer Think

JULY 24, 2024

In the ever-evolving customer support landscape, knowledge managers face the dual challenge of keeping help content relevant and integrating new technologies like AI and automation. With so many […]

Customer Experience 64

Customer Experience Management Stakeholders 64

Customer Think

MARCH 8, 2024

What the heck is customer experience, and who is responsible for it? Let’s start with them, before I dive deeper into that topic with Praval Singh, VP Marketing for Customer Experience at Zoho, who – naturally – has some good […]

Customer Experience 69

Customer Experience Marketing 69

Customer Think

OCTOBER 11, 2023

Posted originally at [link] How complexities prevent and improve employee and customer experience Is your organisation losing value and capacity to complexity? In this article we provide a short framework for understanding some of the most common sources of complexity in any organisation.

Customer Experience 126

Customer Experience 126

Customer Think

FEBRUARY 26, 2024

Years ago, I wrote a post titled, What Exactly is Employee Experience? I know I’ve written tons about customer experience, and I’ve included my definition here and there, but there are always new folks coming into the discipline, so why not do a refresh.

Customer Experience 69

Customer Experience 69

Customer Think

APRIL 25, 2024

Your Customer Experience ROI Handbook started with “What is CX ROI?” To recap: Customer Experience ROI is value gained by customers plus value gained from customers. ” (return on investment) and continues here with “Proving CX Value” in chapter two of this five-part series.

Customer Experience 75

Customer Experience 75

Luminas Strategy

MAY 15, 2024

Below is an excerpt from the Harvard Business Review article, “Customer Experience is Everyone’s Responsibility.” All employees should play a part in the customer experience, together. Each of your employees has an important role to play in enhancing the customer experience.

Customer Experience 52

Customer Experience B2C Digitalization Stakeholders 52

Customer Think

APRIL 23, 2024

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. This is an updated version of that article from July 2020. In this article, I’ll pose some concepts […]

Customer Experience 78

Customer Experience Marketing Digitalization 78

Customer Think

JANUARY 30, 2023

“Do more with less” may be more prevalent this year as some tech firms and many others trim their customer experience teams, programs, and the experience itself. Perhaps your customer experience management is on a misguided trajectory. But maybe this is the wrong path! If your aim […]

Customer Experience 140

Customer Experience Management 140

Customer Think

FEBRUARY 4, 2024

What is Customer Experience ROI? — A portion of customer experience management (selling, referrals, service, etc.). This is a question with a hundred different answers, inaccurately. Let’s get clear definitions for both parts of this question: […]

Customer Experience 81

Customer Experience Management 81

Customer Think

MARCH 12, 2024

’” In addition to making us laugh, this public passenger feedback stresses exactly what customer experience in your design-build project is. We are sure there was a reason for this suboptimal customer experience. […]

Customer Experience 69

Customer Experience Innovation 69

Customer Think

JULY 23, 2024

I spend a lot of time talking to leaders about the value of a customer-centric culture. I originally published today’s post on Forbes. It appeared on their site on May 2, 2024. This is a modified version of that post. Sadly, their reactions are often disheartening because it seems so obvious what the value is; […]

Customer Experience 64

Customer Experience Publishing 64

Customer Think

MAY 9, 2024

Almost everything in your business plays some role in shaping customer experience. The aesthetic choices of your installations, your welcoming communications, and the quality of your products all influence how your customers think about your brand. But how does that customer experience shape customer support satisfaction?

Customer Experience 72

Customer Experience Communication 72

Customer Think

OCTOBER 19, 2021

Customer Experience (CX) is becoming a significant concern for most business owners. In recent years we have seen many small and large companies investing a fortune to improve customer experience and stay ahead of the competition. Photo by Pixabay, CC0 1.0

Customer Experience 144

Customer Experience 144

Customer Think

FEBRUARY 1, 2024

In the past year, at least 24 new discoveries were made in the immature field of Customer Experience Management (CXM). As I write and talk about CX (Customer Experience), CS (Customer Service and Customer Success), and CXM, I continually realize there is still […]

CXM 113

CXM Customer Experience Customer Success Management 113

Customer Think

JANUARY 22, 2024

This article was originally posted on [link] In the era of Conversational AI, where voice assistants and chatbots have become integral parts of our daily interactions, the evolution of AI conversations plays a pivotal role in shaping enhanced Customer Experiences (CX).

Customer Experience 129

Customer Experience 129

Help Scout

AUGUST 22, 2023

The terms customer service and customer experience are often confused or used interchangeably. They’re not the same thing, but they are related. Read the full article

Customer Experience 104

Customer Experience 104

Customer Think

JANUARY 15, 2023

The collapse of the Southwest passenger experience this holiday season is an unlikely jumping off point for a conversation on how to own customer experience transformation. Unfortunately, it is not a surprising trigger for this conversation. Now, Wall.

Customer Experience 124

Customer Experience Marketing 124

Customer Think

SEPTEMBER 21, 2023

It is about leveraging the ultimate customer experience. As a business leader, creating a brand identity that resounds with your audience isn’t simply about having a solid business plan, an eye-catching logo and color scheme, or a memorable slogan.

Customer Experience 124

Customer Experience Business Planning 124

Customer Think

MAY 29, 2024

Continuous improvement in customer experience (CX) is paramount for organizations aiming to maintain their edge when competition is fiercer than ever.

Customer Experience 69

Customer Experience Organization Innovation 69

Customer Think

OCTOBER 14, 2021

Customer experience design as a discipline is relatively new. Service design vs customer experience design adds another layer of confusion. For starters, CX design is not yet popular enough to be part of school curricula. Many industries do not even ha.

Customer Experience 134

Customer Experience 134

Customer Think

MARCH 7, 2024

Employee experience (EX) goes hand-in-hand with customer experience (CX). It’s like the chicken and the egg: which comes first? Both rely upon one another for existence. EX and CX are immature fields of practice. That’s true in every industry and nation.

Customer Experience 112

Customer Experience 112

Customer Think

APRIL 25, 2021

To meet the needs of the empowered 21st Century consumer, most companies, especially larger enterprises, need to embark on a customer experience transformation. Imagine a car manufacturer that does not allow any vehicle customization, or a retail bank.

Customer Experience 144

Customer Experience Banking Manufacturing Retail 144

Customer Think

FEBRUARY 26, 2024

In November of last year, I spoke at the CX NXT – Customer Experience Summit in Dubai on the topic of failure, fumbles and fiascos in customer experience.

Customer Experience 75

Customer Experience 75