How to use customer experience data to inform strategic planning
The article highlights that 86% of companies expect to compete solely on the basis of Customer Experience (CX). It underscores the importance of using various types of CX data.
How it’s done
Creating A Culture That Attracts And Keeps The Best Employees
The article points out that nearly 30 million U.S. workers consider their workplaces toxic, affecting both employee and customer retention. It highlights the role of consistent leadership in living out company values to create a positive culture. It outlines five steps, including defining desired employee traits and realigning culture regularly, to prevent a toxic environment and financial setbacks.
How 2 lifestyle brands are creating a seamless unified customer journey
Bedrock Manufacturing Co. updated the POS systems for its retail brands Filson and Shinola, aiming to improve customer and staff experiences. They adopted NewStore's mobile POS platform, targeting consistency between in-store and online interactions. The new technology offers real-time access to key data, contributing to operational efficiency.
How to use customer experience data to inform strategic planning
The article highlights that 86% of companies expect to compete solely on the basis of Customer Experience (CX). It underscores the importance of using various types of CX data, including customer feedback and financial metrics, to inform strategic planning. By centralizing this data and aligning it with company objectives, businesses can identify key areas for improvement and thereby gain a competitive advantage to drive growth.
Harnessing real-time data for improved customer experience understanding
The article stresses the importance of using real-time customer data to improve customer experience (CX). Companies that effectively use this data see a 10-30% increase in revenue and customer retention. The adoption of Customer Data Platforms (CDPs) provides a 360-degree customer view, crucial for personalized service. However, technology alone isn't the answer; organizational change and cross-functional collaboration are also key.
Headlines & Launches
Sprinklr integrates with Google Cloud for unified customer experience management
Sprinklr has teamed up with Google Cloud's Vertex AI to enhance its AI+ platform for unified customer experience management. The integration aims to improve productivity and decision-making across customer service, insights, and marketing. It supports 1,250 industry-specific AI models and processes petabytes of unstructured data in 100+ languages across 150 countries.
Key highlights of ACI Customer Experience Global Summit
The ACI Customer Experience Global Summit in Korea had over 500 delegates and 45 C-suite speakers. It gave out 144 ASQ Awards based on 465,000 surveys from 75 airports. Hartsfield-Jackson Atlanta, with 93 million passengers in 2022, will host the 2024 Summit. The focus was on enhancing customer experience for a sustainable future.
AVEVA has opened its fifth global Customer Experience Center in Beijing to showcase its industrial AI and digital solutions. The move is part of AVEVA's long-term investment in China, with 16% of its revenue going to R&D. The center aims to align with China's dual carbon policy and foster growth in the country.
Genesys and Salesforce Launch AI-Powered Customer Experience and Relationship Management Solution
Genesys and Salesforce are partnering to launch CX Cloud, a unified AI-powered customer experience and relationship management solution. The platform, set for release in 2023, aims to address a key challenge cited by 44% of customer experience leaders: the lack of seamless customer context across channels. The collaboration builds on a more than 10-year partnership between the two companies and will be available via Salesforce AppExchange or the Genesys AppFoundry Marketplace.
Miscellaneous
Driving customer experience at dealerships to boost vehicle sales: What can OEMs do?
Why Metrics Beyond 'Likes' Matter in Social Media Strategy
Every Great Experience Starts With A Business That Dares To Listen
What Kind Of Experience Are You Delivering To Your Customers?
Decoding Hyper-Personalization: Data-Driven Strategies to Create a Better Customer Experience
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