CX Week #36: The 10 Best Examples Of Proactive Customer Feedback
Microsoft research reveals that 77% of customers have a more favorable view of brands that actively seek and utilize customer feedback, highlighting the importance of ongoing improvement in CX
How it’s done
How Global Companies Can Create a Consistent Customer Experience
The article emphasizes that while digital platforms make global expansion easier, businesses must focus on creating a "globally equitable organization" (GEO). GEOs tailor customer experiences to be equitable, not identical, across markets. Adopting a GLOBE mindset—being Geography-agnostic, Linguistically inclusive, Operationalized, Balanced, and Empathetic—is crucial for long-term success in international markets.
How An Omnichannel Retail Solution Can Deliver On Customer Experience
Highlights the importance of omnichannel retail strategies in today's customer-centric landscape. It emphasizes that retailers must blend online and offline experiences to create seamless customer journeys. The use of technology, like real-time inventory and CRM, can enhance customer experience and personalize interactions. The U.S. BOPIS (Buy Online, Pick Up In-Store) market is expected to grow to $154 billion by 2025, underlining the need for retailers to effectively implement omnichannel solutions for long-term success.
How Microsoft, Salesforce Apply Generative AI’s Power to Customer Experience (CX)
Generative AI is revolutionizing customer experience (CX) and worker productivity by acting as a virtual copilot for both teams and customers. Gartner predicts an $80 billion reduction in labor costs by 2026 due to these AI tools. They automate tasks, generate insights, and facilitate smarter communication. Key players like Microsoft and Salesforce have integrated these capabilities into their existing platforms, enhancing functions ranging from content creation to real-time data analytics. These advancements promise increased efficiency and customer loyalty.
Headlines & Launches
Cisco expands customer experience services portfolio
Cisco has unveiled its Lifecycle Services (LCS) to accelerate digital transformation across various sectors. LCS shifts IT's role from problem-solving to focusing on measurable business outcomes. The service offers AI and ML insights, customizable engagement options, and aims to align technology investments with business goals. Cisco cites IDC research, indicating that by 2026, 40% of revenue will be generated by digital experiences.
Merkle launches gen AI solution to improve customer experience
Merkle has launched Merkle GenCX, a generative AI offering built on Dentsu Aegis Network's Azure OpenAI architecture. The solution uses first-party client data to create Large Knowledge Models (LKMs) that provide insights and creative recommendations for improving customer experience. It enables data-based audience segmentation in minutes and aims to help brands create personalized experiences. A McKinsey report suggests that generative AI could add up to $4.4 trillion annually to the global economy.
Salesforce unveils new tools for field service workers
Salesforce is testing new tools to streamline customer-field worker interactions. An AI bot enables easy scheduling via SMS, while a data cloud tool offers real-time machine health updates for predictive maintenance. These aim to optimize both contact center and field service experiences.
Miscellaneous
Can A Superior Customer Experience And Data Privacy Co-Exist?
The article discusses the tension between personalizing online shopping experiences and respecting data privacy regulations. While 82% of U.S. customers are willing to share personal data for customized shopping, stringent regulations like GDPR make data collection challenging. The article suggests that retailers can achieve a balance by utilizing non-personally identifiable information (non-PII) and predictive analytics. Tactics such as nudging indecisive shoppers and offering incentives can enhance customer experience without compromising data privacy.
The Importance of Effective Customer Queue Management: Enhancing the Customer Experience
Effective customer queue management is crucial for enhancing customer satisfaction and operational efficiency. A well-designed system not only creates a positive first impression but also reduces perceived waiting time and streamlines workflow. Technologies like digital queuing and real-time updates can revolutionize the customer experience. Effective queue management also boosts staff morale, manages customer expectations, and builds customer loyalty. Businesses that prioritize this aspect are more likely to achieve long-term success.
The 10 Best Examples Of Proactive Customer Feedback
Leading companies actively collect customer feedback to enhance their products and customer experience. This proactive approach not only strengthens brand reputation but also boosts revenue and reduces customer service calls. Microsoft research reveals that 77% of customers have a more favorable view of brands that actively seek and utilize customer feedback, highlighting the importance of ongoing improvement in customer experience. Includes 10 examples of proactive customer feedback.
Retailers must modernise customer experience to compete
In the UK retail sector, outdated legacy systems are hindering operations and customer experience (CX) advancements. Retailers need to modernize their IT infrastructure to adapt to rapidly changing customer preferences and market conditions. Legacy modernization not only enhances operational efficiency and CX but also enables data-driven decision-making. Third-party support can accelerate this transformation by helping retailers choose the most effective upgrades tailored to their business needs, thereby reducing cost, complexity, and risk.
Starboard Cruise Services tapping former crew workers for exceptional shopper experience
Starboard Cruise Services has partnered with Ship2Shore Employ to streamline the hiring of retail talent for luxury stores on cruise ships. The collaboration aims to enhance onboard shopping experiences by leveraging the industry expertise of former crew members. The first role being filled is a traveling visual merchandiser.
Role Of AR and VR in Shaping Customer Experience’s Future
AR and VR are revolutionizing customer experience by enabling immersive product demos, personalized brand interactions, and improved customer support. While challenges like cost and data security exist, advancements like 5G connectivity are set to make these technologies more accessible and impactful.
The Art of Balancing Employee Experience and Customer Experience
Balancing Employee Experience (EX) and Customer Experience (CX) is crucial for business success, as happy employees often lead to satisfied customers and growth. Companies seeing this balance right achieve significant financial gains. The experts in the discussion stress that while focus on CX is evident, EX is often overlooked. Integration challenges also exist, with only 27% of an average enterprise's 1,062 unique applications being integrated. This leads to a gap in technology satisfaction between the C-suite and employees.
Why putting employees first leads to a profitable customer experience
Happy employees lead to better customer experiences and higher profitability. Every department, not just customer service, impacts the customer's journey. Keys to great employee experience include a sense of purpose, trust, and emotional care. Effective tools can help companies measure and improve employee engagement, which in turn enhances customer experience.
Merging Sales And Marketing To Jump-Start The Customer Experience
Merging sales and marketing teams can significantly boost customer experience and business performance. The unified approach allows for a cohesive brand message, better understanding of customer needs, and more efficient resource use. Research shows that such alignment can lead to 32% higher revenue and 36% higher customer retention. However, the integration comes with challenges like resistance to change, requiring a well-defined plan and open communication for successful implementation.
15 Ways Predictive Analytics Can Help Businesses Boost Their CX
Predictive analytics can significantly enhance customer experience by offering insights into customer behavior, churn risk, and unmet needs. This allows businesses to personalize interactions and proactively address issues, thereby increasing customer satisfaction and loyalty. Predictive analytics also helps in system failure prediction, dynamic pricing, and real-time experience delivery, contributing to a more seamless and efficient customer journey.
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