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Weekly inspiration, education, and coaching for customer-obsessed leaders. The DCX Newsletter is a reader-supported publication. Please consider joining the community as a Premium subscriber to support the continued creation of posts like this. Get 30 day free trial Welcome to the DCX Newsletter Here's a sneak peek of what's in store: Become a Customer Anthropologist Flip the Organizational Chart Embrace Productive Failure Cross-pollinate with Unlikely Partners Implement Micro-Experiments Ready?
All pictures generated with DALL-E are copyrighted by ECXO. Customer Experience Experimentation: Your Final Frontier Introduction Customer Experience (CX) is a critical battleground in today’s competitive market. To excel, businesses must continuously refine their CX strategies, and one of the most effective ways to do this is through strategic experimentation.
Rivalry and Collaboration: How the Titans Samsung & Apple Set the New CX Standard of Excellence Introduction In the dynamic and highly competitive world of consumer electronics, two giants consistently stand out: Samsung and Apple. Both brands have set benchmarks in innovation, design, and customer experience (CX), often drawing comparisons. Despite their rivalry, there is an underlying synergy in their approaches, where each brand’s strengths and weaknesses drive the other to improve.
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.
Why does Customer Experience Training Matter? Customer Experience (CX) is commonly misunderstood as reactive customer service, support, or even just ‘being nice to customers.’ CX is much more than these, though. I like to define Customer Experience as: A mindset A strategy A business discipline Customer experience is more than one area, product, service, or person.
Friction occurs when a customer has to work or think hard during an experience. Many times, friction is accidental or the result of organizational apathy. In these instances, friction is a bad thing. Friction is rarely a good thing in a Customer Experience. However, there are times when it can be beneficial. For example, when your bank uses two-factor authentication to ensure you are who you say you are.
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Friction occurs when a customer has to work or think hard during an experience. Many times, friction is accidental or the result of organizational apathy. In these instances, friction is a bad thing. Friction is rarely a good thing in a Customer Experience. However, there are times when it can be beneficial. For example, when your bank uses two-factor authentication to ensure you are who you say you are.
Imagine this: You’ve just launched a new product, and you’re eager to know what your customers think. Traditionally, you’d spend hours crafting surveys, manually sending them out, and then waiting—sometimes for weeks—before you could even begin analyzing the responses. But what if you could automate this entire process? What if, instead of waiting, you could sip your coffee while your survey system collects, analyzes, and even acts on feedback in real-time?
Uplevel Your CX by Overcoming Unsafety and Mistrust In recent years, people have been feeling more and more unsafe and less trusting of others. This can be looked at from different angles, each giving us a different understanding of why this is happening and what it means. From a sociological point of view, the breakdown of traditional social structures and the rise of global connections have made people feel more at risk.
Search Engine Optimization (SEO) is often seen as a tool primarily for improving website visibility and driving traffic. However, its benefits extend beyond search engine rankings. When implemented effectively, SEO can significantly enhance the customer experience (CX). Here’s how: 1. Faster Page Load Times One of the critical factors in SEO is page speed.
Government CX is just as important as private sector customer experience. Read lessons about new initiatives that can benefit all industries. The post From Government CX to Private Sector: Breaking Through ‘Doom Loops’ and Red Tape appeared first on Doing CX Right.
In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
A lawyer’s reputation is one of their most valuable assets. With clients increasingly turning to online resources to evaluate potential legal representation, lawyer reputation management and law firm reputation management have become more crucial than ever. Whether you’re a solo practitioner or part of a larger firm, managing your online presence can significantly impact your success.
Guest post by: João Pereira In the bustling corridors of the business world, where brands and businesses compete for the attention of discerning customers, the concept of free will stands as a beacon of human autonomy and conscious choice. Free will is not just a philosophical musing but a practical tool that can profoundly transform customer experience.
How do you prioritize customer experience improvements in a way that truly makes an impact? Discover the answer as an insightful question from Allison Shapira (www.linkedin.com/in/allisonshapira/) sets the stage for an engaging exploration into aligning customer experience enhancements with your organization’s core goals. By mapping out the customer journey, we uncover the pain points and opportunities that matter most, using a combination of customer feedback and operational data to guide
Created by DALL-E with all rights reserved to ECXO.org. MarTech-Driven Transformation: Navigating the Future of Customer Experience Introduction In today’s fiercely competitive business landscape, delivering a superior customer experience (CX) is not just an advantage—it’s essential. Marketing technology (MarTech) is at the heart of this evolution, integrating data, automating processes, and enabling personalized, real-time customer interactions.
What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
QUI TAKEAWAY: You can’t satisfy customers with disengaged employees. Start there. CARE for your people first. COMMUNICATE openly, interactively, frequently, and continuously any information your people need and want to know. Listen empathetically to their concerns, questions, and complaints. Express compassion and encouragement. APPRECIATE your people’s roles and responsibilities.
At Intouch, we are committed to continuously improving our platform to meet the evolving needs of our clients. This month, we’re excited to introduce several updates to enhance the IntouchSurvey ® experience. Our latest improvements include an upgraded Smiley Face Rating system and new Skip Logic features based on Location and Location Tags, offering more flexibility in survey customization.
Think of your favorite clothing brand. Why is that brand your favorite? It is probably because you enjoy their clothes, but also because every time you buy something it is an easy, enjoyable process. The way you feel about that brand is because of the customer experience you have every time you make a purchase. The customer experience you have with a brand will cause you to be a lifelong customer, or never shop there again.
As we all know, customer satisfaction is no longer enough to secure brand loyalty – if it ever was! Companies must strive to go beyond mere satisfaction and aim to delight their customers. Customer delight refers to exceeding customer expectations to create a positive emotional reaction, leading to stronger loyalty and advocacy. This post explores the importance of measuring customer delight, its impact on brand loyalty, and practical methods to achieve and assess it.
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
Ready for another CX Pulse Check? Special Co-host David Avrin joins Jeannie Walters on Experience Action to highlight current events and innovations in customer experience (CX) and discuss their impact for CX leaders. What would our world look like if businesses prioritized protecting their service workers from abusive customers? First, we navigate a cultural revolution in Japan, where companies are redefining traditional norms to support their employees.
Future Thinking: A Complex and Multifaceted Ability that Deeply Influences Customer Experience On Customer Experience, future thinking involves envisioning and planning for future needs, preferences, and behaviors of customers. When companies struggle with future thinking, it can negatively influence their ability to meet customer expectations and adapt to changing market conditions.
If you have a business, you have customers – otherwise, you won’t stay in business very long. And if you have customers, they will inevitably need support. And that costs money. This leads some businesses to think of customer support as a necessary evil, something you’d rather not have to deal with but can’t avoid. If you find yourself nodding in agreement, you might want to think again.
Whether you are managing a restaurant chain, a retail brand, or any multi-location business, having the right Customer Experience (CX) software can make all the difference.
Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified
Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.
Customer experience programs can be complex. Often, a customer experience program includes multiple different initiatives running simultaneously throughout the organization. With so much going on in different places, it is beneficial to have one place to be able to see how your CX program is performing. This is where customer experience dashboards come in.
Adopting a customer-first strategy isn’t just an option these days. But did you know that, perhaps surprisingly, it can answer most business challenges? And it is therefore essential for the survival and growth of every single business. Yet, I know that this paradigm shift can present formidable challenges that many organisations struggle to overcome.
Can sending an invoice actually enhance your customer relationship? Hear how to transform routine tasks into positive touchpoints and memorable experiences. In this episode, Jeannie Walters tackles the often-overlooked touchpoints like invoicing, providing three actionable strategies to infuse positivity and alignment with your brand’s promise into these interactions.
Become the King Midas of CX Once upon a time in ancient Greece, a king named Midas was absolutely crazy about gold. I mean, this guy loved gold so much that he probably thought about it 24/7. So, one day, this god named Dionysus, who owed the king a favor, offered to grant him one wish. And guess what? Midas, without even thinking twice, asked for the power to turn everything he touched into gold.
Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
If you have a business, you have customers – otherwise, you won’t stay in business very long. And if you have customers, they will inevitably need support. And that costs money. This leads some businesses to think of customer support as a necessary evil, something you’d rather not have to deal with but can’t avoid. If you find yourself nodding in agreement, you might want to think again.
When it comes to keeping customers happy and coming back, brands such as Amazon, Sephora, and Chick-fil-A are excellent examples of how great experiences can drive customer satisfaction and retention.
In today’s digital age, local business listings have become a cornerstone for brands looking to attract customers locally. These listings are essential for boosting your online presence and ensuring potential customers can easily find you. But what exactly are local business listings, and how can brands leverage them as part of their acquisition strategy?
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