Jalilah Gibson’s Post

CX is not the role of one person or department nevertheless you always need an expert to oversee the entire process. The main person needs to hold a vast range of knowledge skills and experiences to be able to see it all connect and be successful. One who represents both the business and the customer. The post below highlights these skills overseeing your CX strategy needs to have in your business.

Quick Guide : What Makes a Customer Experience Professional A Customer Experience (CX) expert plays a pivotal role in shaping a business's overall perception by ensuring positive interactions across all customer touchpoints. Their role involves designing, managing, and optimising every stage of the customer journey to enhance satisfaction, loyalty, and advocacy. Key Responsibilities: 1- #Mapping the Journey: Identifying and optimising customer touchpoints from awareness to post-purchase. 2- #Customer Insight Gathering: Analysing feedback and data to understand customer needs and pain points. 3- #Experience Design: Creating seamless, emotionally engaging experiences that align with customer expectations. 4- #Collaboration: Working with marketing, sales, product, and support teams to ensure consistency. 5- #Continuous Improvement: Using metrics like NPS, CSAT, and customer sentiment to drive iterative improvements. Essential Skills & Knowledge: > #Behavioural Science: Understanding customer motivations and emotional triggers. >#Data Analytics: Ability to derive actionable insights from customer data. >#Design Thinking: Creating human-centred solutions that are empathetic to customer needs. >#Journey Mapping: Visualising and improving each step of the customer experience. > #Emotional Intelligence: Managing relationships and understanding customer emotions. The CX expert should have a bird's-eye view of the entire customer journey while diving into details to improve specific experiences, ensuring consistency and delight at every interaction. Do you have a person who has these skills and oversees the #StrategicCX and #OperationalCX ? Or have you created a group of champions across all skills to work together? If you have answered 'No' for both then let's talk and see where I can help you get there. Share and repost if you know someone who needs to see this post. #CustomerExperience RU-CX

The Future of CX is TX.

The article highlights the importance of Customer Experience (CX) journey mapping as a visual tool for understanding customer interactions and improving experiences. By mapping out customer touchpoints, companies can identify pain points and key moments that drive loyalty, leading to a competitive advantage. The author emphasizes the need to understand customer emotions and adapt to current needs, offering tips for effective implementation. CX journey mapping is presented as a vital strategy for strengthening customer relationships and boosting business success. #customerfocus #customerexperience #customerjourney

The Total Experience (TX) model represents the next evolutionary step from the Customer Experience (CX) model, expanding beyond customer interactions to address a broader and more integrated view of all experiences that impact an organization’s success. Customer Experience (CX) Model The CX model is a focused approach that aims to optimize every interaction between the customer and the organization. It covers the entire customer journey and life cycle of services. In the CX model, key areas of focus include: Personalization. Omnichannel experience Customer feedback and insights. However, while CX is crucial, it is limited to only one segment of stakeholders: the customer. Total Experience (TX) Model: The Evolution of CX The Total Experience (TX) model builds upon the principles of CX, evolving it into a more comprehensive strategy that encompasses not only the customer but also employees, partners, and other-experience interactions (across various devices and platforms) as all experiences are interconnected. The TX model integrates four primary components: Customer Experience (CX): The experience customers have with the brand. Employee Experience (EX): Ensuring employees are engaged, supported, and equipped with the right tools to perform at their best. Partner Experience (PX): Optimizing the way partners interact with products, services, and technologies. This includes partners who deliver shared services, partners who may deliver part of the service (such as outsourced services) and partners who make the service delivery possible (such as IT, infrastructure, logistics). Other-experience (OX): Seamlessly connecting interactions across multiple touchpoints, devices, and channels to create a cohesive experience for all stakeholders. Why TX is the Evolution of CX: Holistic Integration: TX recognizes that all experiences (customer, employee, partner) are interdependent. Organizational Impact: TX addresses a broader range of factors that drive Organizational success such as internal efficiency, innovation, and customer outcomes simultaneously. Consistency Across Touchpoints: TX ensures consistency and cohesion across all platforms, devices, and engagement points. Benefits of Total Experience (TX): Improved Customer Outcomes. Increased Employee Engagement. Enhanced Innovation and Efficiency. Brand Differentiation. Reduced Efforts and bureaucracy across customers, employees, partners, and other stakeholders. Reduce Service Errors, Increase Effectivity, Efficiency and Productivity. In summary, TX is the evolution of CX because it recognizes the interconnectedness of all stakeholder experiences—customers, employees, partners, and others. Read the full article: https://lnkd.in/deCC6a7R Pioneering and Excellence: https://lnkd.in/dg_cC3X6 #TotalExperience #TXModel #CustomerExperience #EmployeeExperience #CXtoTX #PartnerExperience #BusinessInnovation #FutureOfCX

Customer Experience Trends for 2024: Key Strategies and Innovations Customer Experience Trends for 2024 Key Trends and Best Practices in Customer Experience for 2024 Leveraging Technology for Enhanced Personalization The landscape of customer experience (CX) is being transformed by advancements in technology, with AI-driven personalization at the forefront. In 2024, delivering hyper-personalized experiences will be a crucial strategy for businesses. By analyzing vast amounts […] The post Customer Experience Trends for 2024: Key Strategies and Innovations first appeared on Surprise With Delight. 𝗦𝗵𝗮𝗿𝗲 𝘁𝗼 𝗯𝗿𝗶𝗻𝗴 𝗮𝘄𝗮𝗿𝗲𝗻𝗲𝘀𝘀!

I was sitting down and thinking about customer experience vs company cost and effieciency. Focusing on customer relationships and personalization is crucial but often misunderstood. Consumers today expect high-quality, personalized interactions with brands, raising concerns that prioritizing customer experience (CX) might reduce efficiency and increase costs. However, investing in CX can actually enhance company performance. The Customer Experience ROI Study found that "CX Leaders" had a 307.3% total return over 13 years, outpacing both the S&P 500 and "CX Laggards." Benefits of excellent CX include lower acquisition costs, increased brand loyalty, and higher revenue. Brand loyalty is decreasing, with consumers showing attachment to only about 4.75 brands on average and valuing attributes like honesty and reliability over price. To maintain efficiency while improving CX, businesses should first define their CX goals and then design processes to achieve these outcomes. Using data to anticipate customer needs and automating responses can enhance both CX and efficiency. Automation, when applied thoughtfully, can support personalized CX and boost efficiency by integrating data from various systems. Properly implemented, automation and efficient processes can balance high-quality customer experiences with operational effectiveness, ultimately benefiting the company.

In today's competitive landscape, understanding the customer journey is paramount for companies aiming to enhance their customer experience (CX). A recent article highlights the significance of customer journey maps—visual tools that illustrate the various interactions a customer has with a brand. By mapping these journeys, organizations can identify pain points, understand their target audience, and ultimately create connections that turn casual customers into loyal advocates.

📢 COURSE AVAILABLE: Data-Driven Design for Customer Experience (CX) (With University of Cambridge Online) Duration: 8 Weeks (7th October - 2nd December) Commitment: 6-8 hours per week Price: £2,200 Study Mode: Tutor Guided Cert of Achivement: Evidence your learning with a Certificate of Achievement from the University of Cambridge on successful completion. ENROL DEADLINE: 30 September 2024 Course overview: Customer experience (CX) has evolved exponentially over the last decade as we enter a new era of the experience economy and these changes aren’t expected to slow. To keep pace with rapid developments and new opportunities, organisations must develop a comprehensive framework that connects digital, physical and social channels to offer a seamless omnichannel customer experience. This course will equip you with various step-by-step practical frameworks and methods to develop new customer experiences for your organisation as well as give you the ability to implement them consistently across all channels. You will explore different technologies and industry examples, such as the use of AI and digital twin services, and learn how your organisation can go beyond traditional tools by embracing new thinking around customer interactions (including human-human, human-digital and human-ecosystem) to create highly personalised, consistent and integrated experiences. You will also learn how to use data from different systems and service encounters to your advantage and develop new business models using data as a critical resource to drive new revenue streams. Find out more and book here: https://lnkd.in/enbGmtt6

After diving into some fascinating insights on customer experience management, it's clear that this is a pivotal part of crafting successful interactions between businesses and their customers. Here are a few highlights that really stood out: - Customer Experience is Broader than Customer Service: Many people often confuse customer service with customer experience management (CEM). While customer service deals with specific needs at a moment in time, CEM encompasses the entire journey from the first thought about a product to long after a purchase has been made. - Touchpoints Matter: Every interaction a customer has with a brand shapes their experience. This could be anything from a social media post, an ad, or even how easy it is to navigate a website. The key takeaway here is that every touchpoint has the potential to make or break your relationship with your customer. - Real-World Examples: Companies like Chipotle and Disney have set the bar high by innovating their customer experiences. For instance, Chipotle implemented “Chipotlanes” during the pandemic, which not only addressed customer safety concerns but also transformed their sales model. Similarly, Disney's use of Magic Bands offers guests a seamless experience, ensuring convenience from entry to exiting the park, allowing families to focus on enjoyment rather than logistics. - Personalization is Key: Understanding customer needs on an individual level can significantly boost their loyalty. It's about making the customer feel valued, like they're not just a number in a database, but rather, a vital part of the brand. - Feedback is Gold: Listening to customers is crucial. Regularly collecting feedback and acting on it can lead to continuous improvements in their experience, enhancing satisfaction and retention. To sum it all up, think of customer experience management as the thread that weaves together the fabric of a beautiful tapestry. Each thread—a customer interaction, a feedback response, or a touchpoint—contributes to the overall picture of your brand's reputation and customer loyalty. The careful crafting of each interaction leads to a more vibrant, memorable experience that keeps customers coming back. https://lnkd.in/gC9B6TQv