Strategy
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Beyond Generations: Smarter Ways To Understand Your Customers
We’ve all heard the clichéd wisdom about generational differences: Millennials are tech-savvy but entitled, Boomers are hardworking but resistant to change, and Gen X is independent but cynical. Very often, marketers and CX professionals conveniently rely on these generational segmentations to tailor their messages and services to customers. While there are some gaps, among the…
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Inside Out: The Service Design Advantage In CX
Organisations today are keenly aware of the importance of improving CX. Yet, many approach this goal with a narrow focus, addressing only the most apparent issues rather than looking at the bigger picture. This limited approach often leads to short-term fixes that don’t yield the desired results. To truly elevate CX, organisations must start with…
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Beyond the Hype: Key Considerations for Effective Digital Transformation
One of the critical themes in contemporary corporate strategy discussions is digital transformation. It involves integrating digital technology comprehensively across a business, fundamentally altering operations and how value is delivered to customers. More than a trend; it’s a competitive imperative in today’s digitally-driven world. However, the simplicity of the term belies the complexity of the…
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Proving CX Value: Building A Business Case That Speaks Volumes
It is well acknowledged that stellar CX is the linchpin for cultivating customer loyalty, elevating brand prestige, and enhancing customer lifetime value, underscoring the tangible value of CX. Data from Forrester reveals that companies excelling in CX outshine their peers on the S&P 500 index by an impressive 80%. However, despite this compelling evidence, the…
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The Essential Building Blocks Of A Successful CX Strategy
CX stands as a pivotal element for success in today’s marketplace, yet it often doesn’t get the attention it deserves until a problem surfaces, such as a customer complaint. Teams typically find themselves in reactive mode, addressing issues on the fly rather than preemptively. This reactive approach is a stark contrast to the structured and…
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Why Smart Businesses Are Making CX Audits Their New Year’s Resolutions
The importance of a comprehensive Customer Experience (CX) strategy cannot be overstated. And an essential component of this strategy is the inclusion of CX audits into annual business planning. This approach not only enhances customer satisfaction but also drives long-term business success. Neglecting them in your annual planning exercises is like willingly turning a blind…
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Navigating The Digital Tightrope: Balancing Security With Customer Experience
Customers increasingly prioritize efficient and seamless digital interactions for daily tasks. However, in the push to combat rising cyber threats, businesses often implement uniform security measures, overlooking varied customer needs. These broad defenses can make online processes cumbersome, with complex verifications. Businesses must find a balance between robust security and customer experience to ensure customer…
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What Is Customer Experience (+Why Is It Important)?
In this digital age, where consumers are more empowered and discerning than ever before, mastering the art of Customer Experience, or CX, is no longer an option —it’s imperative for survival and prosperity. Customer Experience In A Nutshell CX, in essence, is the perception a customer forms through every interaction with your brand, encompassing all…
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What Is The Difference Between Customer Experience and User Experience?
When it comes to delivering exceptional customer experiences, understanding the difference between User Experience and Customer Experience will enable the business to create more efficient customer-focused strategies. Unfortunately, the two terms frequently come up in discussions and often used interchangeably. While they may seem similar at first glance, these two terms describe different concepts within…