It may be a broad generalization, but it’s probably fair to say that most employees want to do a good job. This is particularly true if they are hired to regularly interact with customers. Typically someone in such a role likes to interact with people and wants to help. They enjoy solving customer problems and they want to help them succeed. And yet, if you are a customer experience (CX) leader, the leader of a contact center, or anyone who has a hand in customer relationships you can likely cite a number of obstacles that make it difficult for frontline employees to feel fully enabled to do their best work.
Predictive Analytics: Your Data-Driven Crystal Ball
“Humans are obsessed with predicting the future – and we are absolutely horrible at it.”– Troy Powell, PhD Wouldn’t it be awesome if we had a crystal ball to look into the future and know what we need to do to be successful? Well, it’s not magic, but customer experience leaders do have some pretty… Read more »
Personalization: Designing and Delivering a Holistic Experience, Tailored for Each Customer
It’s been said that the best gifts are those made especially for you. This bit of wisdom is excellent advice for today’s leaders of experience management. Customers are tired of being treated as one of a mass of consumers, and companies that treat all their customers the same are losing out to the those who have developed methods to make experiences more personal.
Digital Interactions: Achieving the ideal human/digital balance for serving your customers
The most basic objective of any digital strategy is to create digital interactions that adjust and adapt to customer needs and intent in real time – they serve up the right content to the right customers at the right time on the right device to ensure they can effortlessly and effectively achieve their objectives.
Effective communication can elevate your CX program
It’s not just talk. Good communication is essential to executing a successful customer experience (CX) program. In fact, a comprehensive communications plan, developed well before your first survey is ever deployed, can propel your CX program from “just OK” to a level that enables you to motivate change, accelerate action, and achieve desired results.
Metrics Management: Driving Operational Priorities with Data
Tracking your time helps set benchmarks and determine personal bests but does little to win a race without knowing the times of everyone else. The same is true when it comes to customer experience (CX).
Join Walker experts every week for thought leadership on experience management from experts across the globe.
Latest Episode
Bonus: We Asked CX Leaders at X4 About Their Top XM Challenges
Released: May 16, 2024