Covisian’s Post

An excellent article in CMSWire on the direct impact of digital CX on customer loyalty and business success. ibex SVP of Digital Transformation Eric Guarro is featured in the article under the "Consistent Personalization" section. Worthy of a read. #digitalcx, #cx, #digitaltransformation, #bpo, #customerjourney, #customersatisfaction

Seven CX trends for elevated customer engagement and how generative AI can help create that engagement 

Check out this insightful article in CMSWire on the direct impact of digital CX on customer loyalty and business success. ibex SVP of Digital Transformation Eric Guarro calls out the “tremendous opportunity to leverage AI to deliver next-level, hyper-personalized and intelligent interactions that foster stronger connections between brands and their customers.” #digitalcx #cx #digitaltransformation #bpo #customerjourney  #customersatisfaction https://lnkd.in/eHzruSvZ

📉 Forrester's 2024 US Customer Experience Index reveals a decline in CX quality, with only 3% of companies being customer-obsessed. Key factors include an inability to provide seamless customer and employee experiences and underwhelming digital experiences. Companies that are customer-obsessed experience 41% faster revenue growth 📈 and achieve 51% higher customer retention 🌟 ManageMy's purpose-built platform enhances CX and boosts loyalty by providing a seamless interface between agents, customers, and employees while putting customers at the center. 🎯 The ManageMy platform improves CX by:  💡 Unifying digital experiences for agents & policyholders,  😋 Increasing customer loyalty and retention by streamlining sales, service, and claims,  🚀 Creating better #customerengagement with self-service options and targeted marketing. Let's make customer obsession the norm! Click here to schedule a demo and learn how we can help improve your CX 👉 https://lnkd.in/dAR-udc #customerexperience

Our latest blog outlines a detailed five-point strategy for CX optimization, illustrating how Joulica's analytics is pivotal in this journey, from boosting customer loyalty and retention to improving the employee experience. Read more: https://hubs.li/Q02q4T090 #Joulica #AWS #AmazonConnect #QuickSight #Analytics #CustomerExperience #CX #CXStrategy #ContactCenter

After another year of flat CX scores, it's clear that simply checking boxes on a ""CX maturity model"" isn't moving the needle. As this insightful blog explains, truly embedding personalisation across the business is the key to revenue growth and loyalty. Learn why responsibly leveraging customer data to tailor interactions is what customers want—and how to architect a customer-centric ecosystem that translates insights into personalised moments. Discover how metrics must align with business goals and customer needs, not vanity KPIs. There are so many powerful lessons here for any leader looking to level up their CX maturity. Save yourself the headaches and heartaches of another year of stagnant scores by reading this blog https://lnkd.in/e4Pb4E9A #customerexperience #personalisation #businessgrowth #customerservice #CX #CallForceOutsourcingSpecialists

The effects of democratizing research and expecting PMs and Designer to do the work is starting to show. If you don't invest in research resources for your Product team, how do you expect to be solving the right problems and pursuing the right opportunities? How do you know you are actually making data-driven decisions if no one is in charge of deriving insights from the data and aligning teams around them? If there is no research component to your strategy, how are you building one? Who's in charge of research processes, tools, templates, etc?! Throw your research team-of-1 a bone and let them hire some resources so they can have a chance of doing impactful work. That team should include: - a research team leader to focus on strategic projects and lead the team - someone to set up and manage research ops - one researcher per portfolio or product team to work as an embedded part of the core team/triad/quartet If every company did that earlier, failing start-ups would not be the norm, time to growth and established phases would be drastically shorter, customers retention would increase, escalations decrease, and so many more benefits. You only get one first impression. Gone are the days of build it and see what happens. Expectations are set, how do you plan to meet them?

Here's an interesting look back at customer experience (CX) trends in 2023 and some thoughts on where CX will go in 2024 from my colleague, analyst Sherril Banks Hanson with The Futurum Group. In her latest research note, Hanson shares her intriguing insights on the progress and remaining shortcomings in the world of CX in retail and business. It's a great read. #cx #customerexperience #retail #thefuturumgroup https://lnkd.in/eP_ApSX2

⚠️ Only 3% of companies are customer-obsessed! ⚠ Forrester’s 2024 US Customer Experience Index reveals that CX quality is at an all-time low, with only 3% of companies truly putting customers first. This decline is driven by poor digital experiences, economic concerns, and a failure to provide seamless customer and employee experiences. But here's the silver lining: those that do prioritize their customers report significantly faster growth and better retention. 📢Remember, CX isn't just about end customers—it includes partner experience (PX) and employee experience (EX) too. If you're not obsessed with all three, you're likely missing the mark. Let's strive for excellence across the board! 💫 #CustomerExperience #PartnerExperience #EmployeeExperience #CustomerObsessed #CX #BusinessGrowth

Ever wondered how top-performing companies stay ahead of their competitors? It's all about Integrated Customer Experience (CX)! Dive into our latest blog to explore how harnessing the power of data, technology, and expert services can unleash invaluable insights, steering companies toward measurable outcomes for their customers. ✨ #IntegratedCX #CustomerExperience #CustomerData #InMoment #CX