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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

Understand the reason staff members are so crucial to delivering CX,particularly staff who deal directly with customers ,is that they understand the customer better than anyone else within the company . They understand what their customers want and need. Companies who deliver CX Excellence recognise this and involve their staff in designing the customer Excellence. #InvolvingStaff #CX #CustomerExperience

Metrics! They're only valuable if they drive the right actions. The right metrics fuel transformation and set you apart. For your contact center to deliver customer satisfaction and stay ahead of the competition, make sure you're measuring what matters. This impactful report from our #partner, Nextiva: Benchmarking Contact Center Efficiency: Key Metrics and Best Practices provides insights like: 💡 Proven strategies to balance top-notch CX with a thriving workplace. 📈 The essential metrics that define success across industries. 🏔 Real-world examples of innovative frameworks, tech, and teamwork. What metrics have moved the needle for your contact center? 👉Download the report now, and let's discuss! https://hubs.ly/Q02XWMZW0 #CXInvestigation #CX #CustomerExperience #NextivaPartner

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

Shifting to a customer-centric mindset can enhance retention and foster lasting loyalty. Join Richard Owen and OCX Cognition for the "Best of" Customer-Centric Transformation CX Iconoclast for valuable tips and strategies. Let's continue to prioritize the customer experience and drive business success.   Visit https://lnkd.in/g2wSYTD6 #CustomerCentric #Retention #Loyalty #CXTransformation #BusinessSuccess

Shifting to a customer-centric mindset can enhance retention and foster lasting loyalty. Join Richard Owen and OCX Cognition for the "Best of" Customer-Centric Transformation CX Iconoclast for valuable tips and strategies. Let's continue to prioritize the customer experience and drive business success.   Visit https://lnkd.in/g54wYrj6 #CustomerCentric #Retention #Loyalty #CXTransformation #BusinessSuccess

2024 in CX: The Good, The Bad, and The Ugly – Let’s Reflect Together! As we wrap up 2024, let’s pause to reflect on what this year has taught us about Customer Experience (CX). Every interaction, every journey, every story adds to the larger narrative of how businesses connect with their customers. I’m reaching out to all of you—professionals, customers, and CX enthusiasts—to share your experiences from this year. Let’s talk about: The Good: Those moments when CX hit all the right notes, creating delight and loyalty. The Bad: Missed opportunities, where the experience fell short of expectations. The Ugly: Those "ouch" moments that highlighted what still needs fixing in the CX landscape. Whether it’s an inspiring story of innovation, a learning from a misstep, or a glaring challenge that still looms large, your voice matters. After all, CX is a shared journey, and your feedback is the compass that guides improvement. Drop your thoughts in the comments below! Let’s spark a conversation that not only wraps up 2024 but also inspires positive changes in 2025. Together, let’s make the future of CX brighter, bolder, and better! #CX #CXin2024 #GoodCX #BadCX #UglyCX #experiencesthatmatter #customerexperiences #customer #India #retail #banks #BFSI #education #government #aviation

True CX success lies in its ability to drive business outcomes. At CXPA Switzerland #CXDay, we’ll explore the strategies leading organizations use to align CX with measurable business goals. ⏺ Forrester reports that companies with mature CX strategies see 50% higher customer retention rates. ⏺ Organizations that focus on customer centricity are 60% more profitable than those that do not, according to Deloitte. ⏺ CX isn’t just about customer satisfaction—it’s a long-term growth driver for the business itself. 📅 Event: CXPA Switzerland #CXDay 📍 Location: Zürich, Switzerland 🔗 More Info & Registration: https://lnkd.in/g8UJN3qk #CX #CustomerExperience #CXROI #BusinessGrowth #Zurich #GlobalVoiceOfCX