CX Insights & Resources
Customer Experience Insights
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CX New Papers
Transforming User Journeys with AI
AI software has game-changing capabilities to transform the user journey, delivering greater value and customer satisfaction and providing organisations with higher ROI than traditional journey management practices. From hyper-personalized recommendations to seamless customer service, AI is revolutionizing the user journey at every stage. This report explores how AI is transforming user experiences and delivering new value for organizations, providing a holistic view of current trends, benefits, best practices, and future directions.
The Importance of Human Interaction in Digital CX
One key failing in digital CX strategies is to completely omit the human interaction in the customer’s journey and purposely design journeys that effectively force customers to remain within their digital channels. Effective digital strategies are the ones that enable customers to easily switch between channels, without frustration, during the digital journey. This paper explores the importance of human interaction in the digital journey to deliver effective CX.
CX Strategy
Why Customer Experience Matters
This paper was written for the Prime Minister’s Office in the United Arab Emirates. The paper was used as a guide for government offices as to why they need to undertake a proactive approach towards improving the customer/citizen experience.
Rethinking CX as an Operating Model
The evidence collected over time points towards this notion that organisations that have led their sector and remain leaders in CX take a different approach to CX. The approach they take is to apply CX as an operating model for their entire business rather than as a discipline given to a department to manage. These organisations that use CX as the basis of their operating model are the ones that generate higher revenues and profits and acquire more customers than their peers on a continuous and sustainable basis. This paper provides insights on what characteristics are displayed by leading organizations taking this approach.
Trust & Authenticity- New Customer Values
The COVID-19 crisis has changed how people behave and what they now consider valuable. The challenging marketplace has led many organisations to invest in elevating their CX to meet new customer expectations. Trust and Authenticity are now considered essential components in any CX strategy. Learn more about why this is the new normal.
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The Pursuit of Customer Happiness
What is customer happiness? It might be easier to answer this question by firstly outlining what it is not. It is not your customer satisfaction results from your call centre, and it’s not your survey results after a purchase is made. It’s also not about how superior your products are in the marketplace or how low your prices are in the marketplace. Customer happiness is a much broader concept that is designed to reflect the emotional relationship a person has with your brand.
Customer Experience in a COVID-19 World
COVID-19 has changed customer expectations in a profound way. Customers now expect organisations to keep them safe from catching COVID-19. This survival guide provides 10 practical actions organisations can take to meet these new expectations and deliver a great customer experience.Read More
Ethical CX - The New Differentiator
Customers are more concerned than ever about the behind the scenes manipulation of their data. Recent events have fueled the growing fears of customers. Ethical CX offers companies an opportunity to earn back trust and achieve long-term loyalty.
CX Management
Voice of Customer: Towards Best Practices for Continual Improvement
At the core of a good continual improvement program is understanding what stakeholders consider valuable for them. Defining value for different stakeholders is often overlooked as a key component in the design and execution of a continual improvement plan. A more holistic view is required to gain the necessary insights that define what different stakeholders consider valuable. The approach would be to create a Voice of the Stakeholder (VoS) program to gather insights and take appropriate actions that lead to a new value that specific stakeholders consider valuable.
CX Organisational Transformation
This paper explores some of the critical considerations when undertaking CX organisational transformation. Changing the status quo in an organisation can be challenging. The report provides some practical steps to make the process more effective.Read More
Journey Mapping Redefined for CX Excellence
The digital age has transformed the way customers interact with brands. With the proliferation of channels and devices, customer journeys have become more complex and non-linear. Customers expect seamless experiences across touchpoints, whether they're browsing a website, engaging on social media, or visiting a physical store. To meet these expectations, businesses must redefine their approach to journey mapping. This article explains what is journey mapping and why it needs to be redefined to acheive CX excellence.
ROI of CX
The Real Financials of CX
To design a compelling customer experience program the initiatives need to be measured using financial metrics that can be easily measured and translate into tangible economic benefits. This paper outlines metrics that are often overlooked, but when factored into the ROI of CX will demonstrate the financial value of any CX strategic program.
Expereince My Brand
Experience My Brand author and CEO Joe Tawfik, shows the reader how to analyse, design, and implement a branded customer experience program. The 368 page book outlines a 30-stage methodology to achieve a branded experience that can differentiate the organisation and achieve bottom-line profits. The book specifically aims to overcome the poor performance of the vast majority of customer experience programs currently implemented and not achieving their desired ROI.
Digital CX
Digital Customer Experience Best Practices
With consumer behaviours changing at a rapid rate towards digital channels, the stakes to win over consumers have never been higher. As multiple businesses accelerate their digital transformation, there is the risk that some fundamental customer experience best practices are not implemented properly, leading to potentially enormous lost opportunities and, in some cases, damage to your brand.
In this post, we have provided the fundamentals of digital customer experience best practices and provided examples of how leading companies have used them to grow.
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What is the Metaverse? Market Opportunities & Potential Explained
Following on from Mark Zuckerberg’s announcement about Facebook hedging its future on the metaverse and transforming its name to Meta, many people have been seeking information about the metaverse. The report, titled What is the metaverse? - Market potential & opportunities explained provides a synthesis of all the key elements that define what research company Emergen Research says will be a US 1.6 trillion-dollar market by 2030.Read More
New Growth Accelerators For A Crowded Internet
Ever since the Pandemic began, consumers have been spending significantly more time online and are undertaking more searches to find things and answer everyday problems. Like all of us are aware, there are so many choices on the Internet. This paper provides insights from Google researchers on how to cut through a crowded Internet.
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5 Technologies Redefining Customer Experience
This paper examines five emerging technologies that are likely to have the greatest impact on the future of customer experience. Organisations need to constantly develop innovative ways to create value for customers. These technologies can offer companies the tools to differentiate their brands in the future.Read More
Redefining CX for Digital
Customer expectations have been reshaped by technology. We now live in a hyperconnected world that provides us with access to just about any product or service at our fingertips. This new reality has changed what consumers value. This paper outlines how customer experiences have been redefined in the digital age.
Apple's AR Opens Commercial Opportunities
The potential for A.R. in the commercial world to transform the customer experience is significant. Apple has facilitated the adoption of A.R. into the commercial world through two key initiatives.Read More
