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Customer experience (CX) isn’t just an add-on anymore—it’s a measurable driver of business success. At CXPA Switzerland #CXDay, we’ll dive into how CX creates value for both customers and organizations. ⏺ Forrester reports that mature CX programs are 4 times more likely to deliver strong ROI. ⏺ Engaged employees are at the heart of exceptional CX. Companies that prioritize both employee and customer satisfaction see a 20% increase in profitability (Gallup). ⏺ A comprehensive understanding of the customer journey not only boosts satisfaction but also fuels long-term business growth. 📅 Event: CXPA Switzerland #CXDay 📍 Location: Zürich, Switzerland 🔗 More Info & Registration: CXPA Switzerland #CXDay https://lnkd.in/dCpNspw9 #CX #CustomerExperience #CXROI #BusinessOutcomes #CXPA #Zurich #GlobalVoiceOfCX

Customer experience (CX) is no longer a side initiative; it’s a measurable driver of business outcomes. At CXPA Switzerland #CXDay, we’ll explore how CX can create value for customers and organizations. ⏺ According to Forrester, Mature CX programs are 4 times more likely to drive ROI. ⏺ Engaged employees are the cornerstone of great CX. Companies that focus on employee and customer satisfaction experience a 20% boost in profitability (Gallup). ⏺ A deep understanding of the customer journey improves satisfaction and is crucial for achieving long-term business growth. 📅 Event: CXPA Switzerland #CXDay 📍 Location: Zürich, Switzerland 🔗 More Info & Registration: https://lnkd.in/g8UJN3qk #CX #CustomerExperience #CXROI #BusinessOutcomes #CXPA #Zurich #GlobalVoiceOfCX

Did you know that highly engaged workplaces see a 10% increase in customer ratings and a 20% increase in sales? In today's digital age, CX and EX play crucial roles in shaping customer satisfaction, loyalty, and overall business performance. By creating a framework to align these two critical elements, organizations can unlock unprecedented potential and achieve their strategic goals.                                    If you’re a CX leader responsible for driving organizational growth and improving customer satisfaction, then this insightful webinar is for you.                          Learn from Amit Nagar, President & CRO of Quinnox and Manuel Geitz, Principal Analyst from Forrester how to effectively connect the dots between Customer Experience (CX) and Employee Experience (EX) to drive successful digital transformation.                           Watch the webinar here: https://lnkd.in/dtquZhb6 #cxstrategy #employeeexperience #businessgrowth #Quinnox #AccelerateSuccess

Providing Excellent CX Requires Excessive Spending: In reality while investing in CX initiatives may require resources, providing excellent CX doesn't always necessitate excessive spending. Often, small improvements in processes, communication, and customer interactions can have a significant impact on CX without breaking the bank Agree? Whats your Say on This? #cx #cxstrategy #cxtrends #customerexperience #customercentricity #customercentric #customerexperiencemanagement #cs

⭐Step into CX success and embrace an 'Outside In' approach ⭐ This involves taking a closer look at the business from the customer's perspective and tailoring strategies accordingly. Here are three practical strategies to make this happen: 1. Prioritise Customer Research: Invest in customer research, like surveys and interviews, to understand your customers' needs and preferences. 2. Unlock Opportunities Through Customer Insights: Regularly gather and analyse customer feedback to uncover valuable insights for improvement opportunities. 3. Create Cultural Change: Shifting to an 'Outside In' mindset is more than just a strategic move; it's a cultural shift. From leadership to frontline staff, everyone should prioritise a customer-first mentality. By adopting these strategies, you'll not only streamline operations but also create a service model that resonates with your customers - win, win! Keen to explore this further? reach out for a chat: https://lnkd.in/g6f-8rJ5 #ChangePlaybook #CustomerCentricity #OutsideInThinking #CX

Taking CX from the customer service desk to the boardroom is essential. At CXPA Switzerland #CXDay, I’ll discuss how businesses can use CX as a catalyst for business transformation and measurable ROI. ⏺ Companies leading in CX outperform their competitors by 80% (Qualtrics XM Institute). ⏺ Customers who feel emotionally connected to a brand are over 50% more valuable than those who are simply satisfied, according to Harvard Business Review. Transforming your CX strategy doesn’t just impact customer satisfaction—it has far-reaching effects on business profitability and brand loyalty. 📅 Event: CXPA Switzerland #CXDay 📍 Location: Zürich, Switzerland 🔗 More Info & Registration: https://lnkd.in/g8UJN3qk #CX #CustomerExperience #BusinessTransformation #CustomerLoyalty #Zurich #GlobalVoiceOfCX

Having worked extensively with a diverse range of clients, including major corporations and Fortune 500 companies, I’ve come to a powerful conclusion: Customer Experience (CX) management is not just a cost—it's a strategic investment. From my experience, leveraging tools like NPS surveys, mystery audits, and call-centre evaluations reveals the true value of investing in CX. NPS surveys help us gauge customer loyalty and identify areas for improvement. Mystery audits provide an in-depth look at how real interactions unfold, uncovering opportunities to enhance service quality. Call-centre audits ensure that our operations are efficient and meet the highest standards. These insights have shown me that when you invest in CX management, you’re not just managing costs; you’re driving growth and building stronger customer relationships. It’s about creating lasting value that reflects in improved customer satisfaction, increased loyalty, and ultimately, better business performance. Embracing CX as an investment rather than an expense can truly transform your business. #CustomerExperience #CXManagement #NPS #MysteryAudits #CallCentreAudits #StrategicInvestment #BusinessSuccess #CustomerLoyalty #OperationalExcellence #Fortune500

Happy Friday everyone! In our coffee chat, Elizabeth Stephen and I continue talking about 2024 trends in CX and today chat about understanding customer sentiment when it comes to sending communications. In the cases of claims and fraud for example, communications on updates should be frequent, putting the customer at ease. Irrelevant touch-points should be paused too. That means data integration is paramount to making this happen and having one view of the customer is pivotal in creating the best customer experience. What are your views? Let us know in the comments #customerexperience #cx #customercommunications #communications #ccm #cxm #cxexcellence

Welcome back to CX Solutions Sunday from the Customer Experience Foundation as we continue to look at the problem: Inadequate Multichannel Support. Challenge: Customers today expect seamless support across various channels, including phone, email, chat, social media, and more. Many contact centres struggle to provide consistent service across these channels. Solution No. 5: Improve Communication & Collaboration: 💡Internal Communication: Foster effective communication among agents and departments to facilitate collaboration and sharing of knowledge. 💡Feedback Loop: Create mechanisms for agents to provide feedback on channel effectiveness and suggest improvements. 💡Customer Communication: Ensure clear, consistent, and professional communication across all channels, adhering to the tone and style suitable for each. You can find out more about our CX Solutions here: https://bit.ly/40qdkRZ #cx #cxsolutions #contactcentres #customerexperience #cxadvice

📊 𝐍𝐚𝐯𝐢𝐠𝐚𝐭𝐢𝐧𝐠 𝐂𝐡𝐚𝐥𝐥𝐞𝐧𝐠𝐞𝐬 𝐢𝐧 𝐔𝐭𝐢𝐥𝐢𝐭𝐢𝐞𝐬 & 𝐓𝐞𝐥𝐜𝐨 𝐂𝐗 💡 The Customer Experience Foundation recent CX Utilities & Telco Roundtable revealed crucial insights into the sector's challenges. From balancing supply and demand to meeting customer expectations, it's a complex landscape. The report emphasises the need for tailored solutions and highlights the significance of measuring Customer Effort Scores (CES). 𝐃𝐨𝐰𝐧𝐥𝐨𝐚𝐝 𝐲𝐨𝐮𝐫 𝐟𝐫𝐞𝐞 𝐜𝐨𝐩𝐲 𝐭𝐨𝐝𝐚𝐲: https://bit.ly/3Sjj8dM How can companies elevate their CX standards? Let's explore together! 🚀 #CX #ContactCentres #CXChallenges #Utilities #Telco #CustomerSatisfaction