Michèle Roethlisberger’s Post

Looking for a new challenge for early 2025?!.... COURSE AVAILABLE - Data-Driven Design for Customer Experience (CX) This course is run with University of Cambridge Online Duration: 8 Weeks (3rd February 2025 - 30th March 2025) 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: 27th January 2025 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.

🎉 Happy New Year to You All!! 🎉 Looking for a new challenge..... COURSE AVAILABLE - Data-Driven Design for Customer Experience (CX) ENROL DEADLINE: 27th January 2025 This course is run with University of Cambridge Online Duration: 8 Weeks (3rd February 2025 - 30th March 2025) 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. 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. https://lnkd.in/eB-6NFWN

📢 COURSE AVAILABLE: Data-Driven Design for Customer Experience (CX) (With University of Cambridge Online) Duration: 8 Weeks (15th July - 9th September) 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. 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/ebQjUuF6

📢 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

🤔If you consider customer experience mostly as a more or less linear journey and if you use maps reflecting the steps/phases/moments of that journey, you may want to go beyond this standard and leverage customer mode maps. 💡Mapping modes - i.e. real-time behaviors and mindsets - may be seen as the next level of customer experience management to meet customer needs instantly and delight them personally. Defining modes helps⬇️ "A mode is a mindset and a set of behaviors that people temporarily get into. It’s not a habit, which is a repeated pattern of behavior. It’s not a routine, which is a permanent pattern. A mode is a temporary state of being that helps the individual accomplish their goals for the situation at hand — for example, parent mode, work mode, presentation mode, shopping mode and beast mode, among others." ⚡It is even more timely as predictive and generative AI is infused in customer experience management to enable content strategist to individualize experience further and hyper-personalize content according to modes with increased linguistic, cultural and functional effectiveness.

🔍 𝗨𝗻𝗹𝗼𝗰𝗸 𝘁𝗵𝗲 𝗣𝗼𝘄𝗲𝗿 𝗼𝗳 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 (𝗖𝗫)! 🔍 Curious about how 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 can drive your business forward? In today’s fast-paced world, understanding your customers and creating memorable interactions is more important than ever. In our latest article, we dive into the 𝗳𝘂𝗻𝗱𝗮𝗺𝗲𝗻𝘁𝗮𝗹𝘀 𝗼𝗳 #CX, exploring: ✅ What Customer Experience really means ✅ Why CX is crucial for building loyalty and driving growth ✅ Key components like customer journeys, emotional impact, and consistency ✅ How to measure CX success through metrics like NPS, CSAT, and more ✅ Emerging trends in AI, automation, and sustainability that are shaping the future of CX Whether you're just starting your CX journey or looking to refine your strategy, this article is your go-to guide! 🔗 Read the full article here: https://lnkd.in/gmpZxGgZ Let’s start transforming your customer interactions into unforgettable experiences! 💡 #AntaesConsulting #CustomerExperience #CX #CustomerJourney #Innovation #Sustainability #BusinessGrowth #AntaesInsights

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.

Having worked with a lot of very talented CX people one thing remains true. Being the person responsible for working out how to enhance your organisations customer experience can be tough. It can sometimes feel like it’s impossible to get the traction you need to really improve things and move beyond fixing problems. Let’s face it, you work best when you’re on the front foot and clear on how the experience can be great rather than retrospectively reporting on the things that suck. Those who have adopted Customer Experience Design (CXD) have managed to navigate some common challenges and fill the gap between your organisation’s strategy and the reality of delivery. I’ve captured some what we’ve learnt in the latest Engine blog and how CXD is often the missing piece to get you that traction you need. Let me know what I’ve missed. https://hubs.ly/Q02GlfXY0 #CXProfessionals #CXDesign #CustomerExperience #CustomerCentric

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 Evolving Landscape of Customer Experience: Trends and Insights for CXOs in 2024 Customer Experience Trends and Insights 2024 The Evolving Landscape of Customer Experience: Trends and Insights for CXOs in 2024 Harnessing Technology for Superior Customer Experience Staying ahead in the competitive landscape of customer experience (CX) requires leveraging cutting-edge technologies. A pivotal advancement is the integration of AI-Powered Interactions. AI is empowering organizations to enhance personalization, […] The post The Evolving Landscape of Customer Experience: Trends and Insights for CXOs in 2024 first appeared on Surprise With Delight. 𝗦𝗵𝗮𝗿𝗲 𝘁𝗼 𝗯𝗿𝗶𝗻𝗴 𝗮𝘄𝗮𝗿𝗲𝗻𝗲𝘀𝘀!