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

❓❓❓What do broadband customers in France, health insurance customers in Australia and public transport users in London have in common? ❗❗❗Data they shared with service providers to access essential day-to-day services has been compromised in a cyberattack. In the world of CX, data collection, centralization and utilization has been growing in importance for a number of years, but practitioners are now becoming part of the data security conversation, too. New research published this week backs what our own Global State research has found over recent years: customers are becoming more concerned and are voting with their feet… even if it isn’t their data that is compromised. Here’s the latest edition of the Weekly, with links to help, inform and inspire the approach CX can take to cyber security 🔒

🚀 Webinar Alert: Grow Your Brand with Meaningfully Different Customer Experiences! 🚀 Ready to stand out? Kantar research reveals that brands grow by being both meaningful and different—addressing customer needs while standing apart from competitors. 🌟 ✨ Brands focusing on customer experience (CX) are 2.5x more likely to achieve significant market growth. Discover which touchpoints matter most, how to measure impactful experiences, and ways to foster lasting brand loyalty! 📅 Join our webinar with Kantar CX expert Peter Aitken for strategies and tools to elevate CX and drive growth. Hear success stories from brands making a difference through powerful experience measurement. 🔗 Save your spot today! >>https://lnkd.in/gWPkHsaN

Conversations are the foundation of customer experience, but customer preferences are changing. Not only do customers expect to engage with brands at any time across multiple touchpoints, but these interactions need to deliver value and be in line with their preferences and schedules. Jennifer Olson-Wilk, the EVP of customer success for Align Technologies explains how the medical device company is shaking up its approach to customer engagement and service with AI https://lnkd.in/e8ZtsgFE #CustomerExperience #CXNetwork #ConversationalAI

It's Friday, which means it's time for us to bring you the latest CX developments and insights from CX Network In the roundup this week: >>The new click to cancel rules in the US - and the countries following in the FTC's footsteps >>Annette Franz, CCXP explains how to overcome today’s most common EX challenges >>Is your contact center ready for for AI? Nick Glimsdahl has a handy checklist to ensure you have the Ts crossed and the Is dotted >>On the topic of AI, what is agentic AI? We have the details on the next big AI development paving the way for autonomous agents and employees >>And how can your brand win its "share of heart" from customers? Elliott Clayton explains Happy reading - and happy weekend!

Digital CX has been revolutionized by artificial intelligence (AI), but what is less understood is how AI is being used to transform physical customer experiences. In this interview, Matthias Goehler, chief technology officer (CTO) for the EMEA region at Zendesk (pictured below), explains how physical stores with high-tech capabilities are transforming the traditional shopping experience into a dynamic and connected journey that is personalized and efficient. https://lnkd.in/eEm3Zn2z #CustomerExperience #CXNetwork #RetailCX

Exciting news! Kantar research emphasizes the importance of brands being both meaningful and different to drive growth. Customer experiences are key in shaping perceptions, beyond just marketing efforts. Curious about where to begin and which touchpoints matter most? Join our upcoming webinar with Peter Aitken to delve into the strategies and tools essential for measuring and enhancing customer experience. Learn how to boost loyalty, customer predisposition, and revenue growth through impactful experiences. Don't miss out on insights from clients achieving tangible business outcomes by integrating meaningful experience measurement into their CX programs. Save your spot and unlock the potential to stand out in a crowded market! Join us LIVE >> https://lnkd.in/gHSsGeYz

Powered by AI algorithms tapping into structured and unstructured data, sentiment analysis offers contact centers and CX professionals invaluable insights into customer emotions and preferences, enabling them to anticipate needs and proactively address potential pain points in the customer journey. At Bank-al-Etihad every customer interaction, online review and social media post about the bank is measured and paired with tens of thousands of survey responses to create a 360-degree view of the customer, highlight CX improvement opportunities and facilitate deeper customer relationships. In this session from All Access: Future Contact Centers 2024, the bank's CX director Ledi Lapaj, explains how sentiment analysis can optimise CX and how other organizations can leveraging sentiment-driven insights to drive continuous improvement. https://lnkd.in/e_AxwaTn #CXNetwork #CustomerExperience #CXTV

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