It seems obvious that happy employees create happy customers. But as the world gets back to work post-pandemic, will organizations be able to keep their employees happy, healthy, and engaged in order to create those great customer experiences?
As more and more companies are adopting digital transformation owing to the significant perks it brings, it is important to be structured and goal-oriented about it. Digital transformation is not a destination that can be reached once and for all. Instead, it is an ongoing journey that demands a commitment to adhere to changing marketing dynamics and to adopt any digital disruptors that come across the way.
The value of customer experience (CX) design and management has been well-established. And CX maturity models have been used for several years to guide, measure, and improve companies’ performance on CX. Now that businesses are waking up to EX as an equally valuable organizational competence, an EX Maturity Model is needed.
Customers often prefer to find solutions to their problems themselves rather than having to speak with a customer service agent. By providing them with ways to solve their problems, a brand is simplifying the customers’ interactions and reducing the effort they have to make. This article will look at the ways that self-service trends are changing customer service.
Do you believe that your customers are satisfied with the experience they get when interacting with your brand? Even though many companies would answer this question with a yes and believe that they are successfully managing their customer experience, many such companies could be missing the mark.
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