CX Network

🚨 Insights Alert! 🚨 According to the 2024 Global State of CX Report by CX Network, Voice of the Customer (VoC) has emerged as a top-three investment priority for 21% of CX professionals and ranks as the sixth most crucial focus for 2024. Yet, transforming data into actionable insights remains a major hurdle, with 29% of practitioners identifying it as a top-three challenge, making it the fourth most common obstacle this year. Join us for an exclusive masterclass on 10 Sep 2024 where Michael Nevski and Christie Fitzgerald will guide you through a robust Voice of Customer framework. Learn how to effectively identify, measure, and act on customer sentiment using real-time insights—while steering clear of common mistakes. Don't miss out on this opportunity to elevate your CX game! 🎯 Book your seat here >> https://lnkd.in/gUt2fKYp Tilak Antony Georgina Wilczek Melanie Mingas Srishti Gautam Payel Basu Drishika Muthanna Jason Romain

It's Friday, which means it's time for your round-up of our latest CX stories and insights In the Weekly Round-up this week... >>Almost one quarter of respondents in a recent CX Network survey said they struggle to demonstrate ROI of journey management >>How Flight Centre Travel Group enhanced customer centricity by using AI to understand and respond to human language >>An interview with the author of a new book, which explains the power of shifting from planning mode to preparation mode in order to navigate the unknown in 2025 >>Why the combination of second-hand products and digital marketplaces could be the future of ecommerce >> And, ICYMI, the CX trends to watch in 2025 #CXNetwork #CXNews #CustomerExperienceUpdates

Channels and data are the lifeblood of modern CX and service; knowing how to manage and extract value from them is essential. Yet according to Harvey, the combination of multiple channels and billions of digital consumers is creating chaos and confusion for the modern enterprise – and its CX practitioners – as they attempt to engage customers in a meaningful way. In fact, when we conducted our annual research into the Global State of CX this year, the ability to extract actionable insights from data emerged as a top-three challenge for 22 percent of practitioners. Reflecting on his keynote during the Singapore edition of Sprinklr’s CX Connect conference this year, chief customer officer Scott Harvey, tells CX Network how practitioners can overcome their current challenges and why the changing role of the chief information officer (CIO) is the most interesting thing happening in CX at present. https://lnkd.in/e5pcnzA8 #CXNetwork #CustomerExperience #Omnichannel

Growing the customer base is the top strategic CX aim for our community in 2024. But how do you go about it? As we approach 2025, successful businesses are shifting their focus. They're moving away from aggressive acquisition tactics and towards strategies that prioritize value creation. This approach doesn't just grow your customer base – it builds a loyal community that fuels your business for years to come. Nick Glimsdahl explains how get more fuel without doubling marketing spend https://lnkd.in/eKkrhUPh #CXNetwork #CustomerExperience #CustomerRetention

🚀 Join Us for an Interactive Edition of CX Talks on Generative AI! 🤖 As the rapid evolution of generative AI transforms industries, leading businesses are tapping into its power to revolutionize customer experience (CX), enhance trust, and build stronger brand loyalty. 📊 In CX Network’s Global State of CX 2024 report: - 57% of members are already using generative AI in their CX strategies. - 39% reported increased customer profits. - 28% saw a boost in customer loyalty. This session will explore: ✅ The latest AI strategies. ✅ Real-world success stories. ✅ How to drive impactful results with AI-powered CX. Join Georgina Wilczek and Najlaa Heerah LIVE for an insightful session>> https://lnkd.in/gFXH3TGr

In this bumper edition of the CX Network Weekly, we analyze 15 months of data-based outlooks and insights on CX to bring you the clearest possible picture of where things are likely to go in 2025. To back this up, we also have LOTS of links, including articles on: ·      What was predicted for in 2024 – and what actually happened ·      How to grow your customer base ·      The emerging roles of the CAIO and AI ambassador ·      Top challenges facing practitioners ·      The rise of recommerce in retail ·      Navigating uncertainty ·      And, crucially, where things will go in 2025 A huge thanks to all the practitioners, leaders and analysts who helped us create this comprehensive outlook  Annette Franz, CCXP Jeannie Walters, CCXP, CSP Anna Noakes Schulze Olga Potaptseva, CCXP, CCX Jim Tincher, CCXP Bruno Guimarães Ian Golding Rebecca Homkes Sirte Pihlaja, CCXP Saki T. Yvette Mihelic Jaakko Lempinen Rob Hollands GovindaRaj Avasarala Debasmita Das Gautaam Borah Nick Glimsdahl

Predictive analytics can anticipate customer needs and provide proactive support, however, implementing proactive support strategies to enhance customer satisfaction requires a deep understanding of how to leverage AI and automation – and where human intervention is required. In this session from All Access: CX in Financial Services 2024, Michael Nevski, director of global insights for Visa, explains how the global financial giant uses predictive analytics to anticipate customer needs and behaviors, and shares how he has used AI predictive analytics to drive real results across the business. https://lnkd.in/eBpDmhx8 #CXNetwork #CustomerExperience #CXTV

It's Friday, which means it's time for a quick round-up of the main developments trends in CX this week. To bring you up to speed this week, we have articles, insights and videos on: >> Measuring the ROI of AI in CX, including insights from Lumoa and CX Network's Ultimate Guide on the topic, featuring Olga Potaptseva, CCXP, CCX Sirte Pihlaja, CCXP and Gregorio Uglioni >>Transforming quantitative research for a holistic view of UX at Roblox >> And because it was such a hit on Wednesday, how practitioners are overcoming the top 5 challenges in CX right now Happy reading and happy Friday!

According to Gustavo Saiago, the financial services industry needs to shift its mindset from one of product-centricity to customer-centricity. As a CX executive, entrepreneur and one of CX Network’s Top 20 leaders in financial services, Saiago has worked for commerce and payments ecosystem Mercado Livre, fintech Nubank, and even cosmetics pioneer Avon. Then two years ago he founded Arte de Atender, and most recently he announced a new AI venture, Birdie. In this article, Gusatavo tells CX Network about the three customer behavior trends that can be targeted to reduce churn, and how traditional financial institutions can take inspiration from the fintech space. #CustomerExperience #CXNetwork #CXinFinance https://lnkd.in/dXSYrnxJ

A growing number of organizations in the public and private sectors are tapping their contact centers for data-based insights about their customers, agents and organizations. However, this strategic shift comes with its own challenges, from the scale of the change itself to what customers think about AI. For one public sector organization in London, the contact center has become a force for organizational change. Through the use of AI-powered speech analytics, the London borough of Barking and Dagenham is now leveraging data gathered from more than 300,000 annual calls to engage those who are less likely to respond to VoC, while closing the loop on customer service. We caught up with the woman behind all this, Sabina Onwuka, CX mentor and coach and head of customer services for Barking and Dagenham Council, to find out how she did it - and how she would advise other organizations to do the same https://lnkd.in/gvEt5mWE #CustomerExperience #CXNetwork #PublicSectorCX