Customer Think

AUGUST 12, 2023

In the last two weeks, I wrote about customer onboarding. But what about customer off-boarding? What is it? Why is it important? Is it for B2B customers only? What if it's not done or not done properly? Answers to that and more. The post Do You Have a Customer Off-Boarding Program? appeared first on CX Journey™.

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Onboarding B2B Customer Experience 52

Customer Think

AUGUST 12, 2023

Companies with strategic customer success (CS) teams with proactive focus on expanding customer value grow much faster than companies with more traditional, reactive CS teams. Consider these studies on the revenue impact of strategic customer success: A study by Price Intelligently shows that net new revenue is 4x as expensive as upsell revenue, $1.13 vs.

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Customer Success Customer Value 52

Customer Think

AUGUST 12, 2023

In the fast-paced world of contact centers, making informed decisions is crucial for success. With the abundance of data available, leveraging it effectively can be a game-changer. Enhancing your data-driven decision-making skills is a must for contact center leaders. The interview with Oded Netzer, a Columbia Business School professor, and Amazon Scholar, author of [.

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Decision-making Leadership 52

Customer Think

AUGUST 12, 2023

Adopting Artificial Intelligence (AI) presents tremendous potential for businesses and society. However, it raises legitimate concerns about ethics, trust, data security, workforce impact, and regulatory challenges. In this blog, we will delve into these top concerns surrounding AI adoption, provide practical examples for each concern, and outline strategies to overcome them.

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Artificial Intelligence 52

2023's struggles fueled a shift: companies are ditching wasteful strategies in favor of data and AI-powered growth. Enter 2024, the year GTC takes center stage. Discover 5 ways a customer-centric approach unlocks new revenue and delivers lasting success.

Customer Think

AUGUST 12, 2023

You’re not ‘just’ a designer, you’re an architect. Architect? Yes, architect – not just design. But architect of what, exactly? Why, of Human Experiences, of course! Joe Pine in his seminal book Experience Economy referencing Commedia dell’arte describes the key operative word as orchestration – so maybe conductor?

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Customer Experience Innovation 40