ECXO

JUNE 23, 2024

The Double Agents of CX: Who are they and what do they do? For Customer Experience to thrive in an organization, it’s important to have a very well-trained team of double agents. “But what are you talking about?”, you might be asking, well, let me explain to you better. According to the Cambridge Dictionary, the definition of a double agent is “a person employed by a government to discover secret information about enemy countries, but who is really working for one of these enemy countries”.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

ShepHyken

JUNE 23, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. Customer Experience Gets Worse. Again. by Katie Deighton (The Wall Street Journal) The average customer experience rating of U.S. companies hits a new low amid inflation and fallible customer-service chatbots.

Customer Service 71

Customer Service Loyalty Programs Chatbots Loyalty 71

DCX

JUNE 23, 2024

Exclusive Content for Paid Subscribers of the DCX Newsletter Get 30 day free trial Weekly inspiration, education, and coaching for customer-obsessed leaders. Here are this week’s must-read links: MVPs are Selfish Customer Hierarchy of Needs Augmentation not Replacement Customer Advocacy: An Essential Guide Predicting Human Behavior Robots are growing up Enjoy!

User Experience 52

User Experience Analysis Chatbots Customer Relationship Management 52

West Monroe

JUNE 23, 2024

Along with deal-making across a number of industries, merger and acquisition deal volume in the insurance space slowed over the past several years. According to S&P Global Market Intelligence data, the number of private equity and venture capital deals, in particular, dropped 28% in 2023, as investors grappled with high interest rates. However, over one-half of the total 2023 deal value for PE-backed insurance transactions involved brokers.

Insurance 52

Insurance Marketing Financial Technology 52

Speaker: Jason Cottrell and Gireesh Sahukar

Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.

Roadmap