7 steps to effective CX change management
When transitioning to become a customer centric business, your business will encounter many challenges. Having a solid change management strategy will prevent many mishaps from becoming bigger issues.
TRANSFORMATION
Employee experience: Keeping staff loyal, engaged is today not an option
One of the biggest concerns for leaders today is driving a change agenda with a fatigued and exhausted workforce. The employee experience is central to […]
A 5-Step Roadmap for Becoming a More Customer-Centric Company
Leading brands are learning to transform operating models and processes that support digital-first customer engagement while exploring opportunities to create value in new ways. It’s a fundamental shift from selling to understanding customers.
Digital Transformation: 7 Important Questions for Your Organization
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.
Top 40 customer experience statistics to know in 2021
More customers are prioritizing experiences above all else when picking between brands. As a result, closing the customer experience gap – the difference between what customers expect from their experiences, and how well a brand believes they are meeting these expectations – only becomes more critical. After all, studies continually show how delivering top-notch marketing, care, and commerce experiences at all touchpoints, while always putting customers’ needs first, can significantly impact your bottom line.
An Employee Experience Tool To Empower EX Excellence
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.
Why Customers Need To Be The Core Of Digital Transformation
What a digital transformation can accomplish? Operational excellence, strong business processes, better customer experience, and so on. While these objectives are conceivable, why companies are reporting high failure rates for digital transformation?
The difference between CX and DX and why they matter in ecommerce
We talk a lot about CX (customer experience) and DX (digital transformation) in ecommerce, especially since the pandemic pushed retailers to focus more on digital channels and customers encountered some rocky experiences during the abrupt shift. Both CX and DX are crucial to merchant success, but digital transformation and customer experience aren’t synonymous.
Adapting customer experience in the time of coronavirus
In a short period of time, COVID-19 has overwhelmed lives and livelihoods around the globe. For vulnerable individuals and the customer teams that serve them, it has also forced a rethinking of what customer care means. Suddenly, examinations of customer journeys and satisfaction metrics to inform what customers want have given way to an acute urgency to address what they need.
How 2020 Is Shaping Customer Engagement Now And In The Future
Customer engagement. It’s a loaded concept in 2021. Why? Mostly because customers expect so much. They want to be engaged personally, on their terms, 24/7. And they don’t want it to be annoying, either. This puts new worries in front of CMOs and has brought privacy and transparency to the center of attention for companies seeking to deliver experiences at the speed of customer demand.