#CXDay 2022 Energises Africa around CX
Watch Here: https://www.youtube.com/watch?v=_4qb4o3HPqw
October 4 is #CXDay an annual global celebration of customer experience. CXPA is the organisation at the heart of better customer experiences. CX drives success in Africa, join other CXPA members in celebration of all the customer experience professionals who work in all industries to create great customer experiences. If you missed this opportunity to energise your organisation around driving success through CX or creating awareness for customer experience values. You still have time to plan to leverage CX Day for the upcoming year as you build up to the year end. It comes at a key point in the year which can feel like the most difficult in keeping momentum as the year is winding down to recognise the employees withing your org that have added value, maintains and innovates the customer experience at your company.
#ccxp #customerexperinece #customer #customerjourney #customercentricity #cxpa #CXafricaday #CXdayafrica
This website was established to help you join the global #CXDay celebration as well as the celebrations in every region of the world: https://www.cxpa.org/get-involved/reg…
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Circus peanuts don’t contain nuts
This is obvious. Circus peanuts don’t have nuts, legumes or anything else that resembles a nut. They’re a metaphor. Or perhaps a simile, it depends on your level of pedantry. And yet, many people have a hard time with metaphor. Metaphor, not memorization, is the heart of learning. If you understand A, and you see […]
The opportunity to be wrong
History is filled with examples of people who made errors in judgment. The executives at Decca that turned down the Beatles, the CEO at Digital who said that no one would ever need to have a computer in their home, and the reviewers that didn’t like the movie 2001. And of course, the creators that […]
Sticking just the right amount
There are unforeseen speedbumps, missed connections and of course, a lot of luck. If you are in love with your authentic voice, you’re unlikely to change. One lesson from the 500 Songs podcast is that most classic rock songs were made by people who started pretty far from where they ended up, but persisted, adjusted […]
3 steps to improve digital customer experience (measure, segment, and identify)
Hello, Customer Experience folks 👋
For anyone using observability tools like New Relic, we’ve recently published a framework on how to improve digital customer experience! This is a great resource to know what to look out for when wanting to optimize customer success.
-Daniel
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Handy, cheap and willing
The industrial age prized these three attributes. We’ve all been indoctrinated into adopting them through our time in organized schooling, and it’s easy to imagine that the world still wants this. When work is geographically bounded and the assembly line is the dynamic of efficiency, this is precisely what’s sought. Your resume certifies that you […]
This week in CX: Alida, Microsoft Teams, and NordVPN
Happy Friday! We’re bringing you the latest roundup of industry news. This week, we’re looking at Microsoft Team’s integration into ‘walkie-talkie’ devices, Alida’s new conversational surveys product, new research into data breaches, and how industries have progressed 2 years on from the pandemic. We also have the latest business updates from the cost-of-living crisis. This investigates the…
The post This week in CX: Alida, Microsoft Teams, and NordVPN appeared first on Customer Experience Magazine.
How to make customer experience better?
So, let’s take a look at a few steps that will help you to improve customer experience:
- Adopt mobile-first approach
- Use of emerging technologies
- Embrace cloud solutions
Adopt mobile-first approach
In fact, 57% of customers won’t recommend a product with a poorly designed website on mobile. In addition, if a website isn’t mobile-friendly, 50% of customers will abandon it, even if they like the business.
Mobile-first is often discussed in the context of a future requirement. But the future is already here. Think about how much you use your smartphone for your business or personal tasks. So do your users. As a customer, would you rather have them try to zoom the content on your smartphone screen or have a seamless mobile-first experience?
Therefore, you need:
- Make navigation friendly with easily clickable buttons
- Compress and resize images
- Address your page load speed
- Ensure everything is easily readable
- Don’t forget about the voice search (Siri, OK Google)
- Ensure videos are responsive
Use of emerging technologies
The CX landscape is getting more competitive. To stay relevant and ahead of the competition, many companies embrace technologies like AI, chatbots/voice assistants, VR/AR to enhance the personal experience of their customers.
According to Oracle, these technologies will have the biggest impact on the business in the next five years.
Let’s take artificial intelligence as an example. AI can help analyze customer’s purchase decisions and create personalized recommendations. Imagine how difficult it would be for an online store to provide personalization? AI allows us to analyze customer preferences and recent shopping behavior to suggest related products for the customers.
For instance, Adidas and its “Complete the Look” recommendation feature. The sportswear giant partnered with AI platform provider Findmine to automatically generate complete outfits.
Embrace cloud solutions
Having the latest technologies to drive your business and digital product strategy is great. But sometimes, in pursuit of trends, we forget about basic things.
Cloud-first is the main philosophy behind many digital transformation initiatives. The cloud is the main helper for most companies to become more fast, flexible, and more scalable.
Cloud is more than just a technology infrastructure. It provides a simplified environment to support business initiatives and realize the value of developments, such as:
- Generate better insights
- Understand customer’s needs, wants, and preferences
- Power better decisions faster
- Accomplish in minutes what used to take days
- Facilitate rapid development, testing, and deployment to live production environments
- Help marketers anticipate and respond to constantly changing consumer behaviors and preferences
Let’s see how exactly the cloud can help improve your customer experience on the example of hyper-personalization
You may wonder how it relates to the cloud? The thing is that nowadays, your entire data is on the cloud, which makes it possible for brands to make the most of it. To provide a better customer experience, the cloud allows companies to analyze this data, segment customers based on their behavior, interactions, and preferences. Knowing how your customers behave and interact with your product creates the opportunity to reach them easier, faster, and more individualized.
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With certainty
A 98% chance is dramatically different than a 100% certainty. Certainty isn’t on the spectrum of chance. It’s a different thing altogether. If the weather report says the chance of precipitation is zero, one should never walk outside into the rain. When you leave yourself a few points of wiggle room, you can build more […]
Call Center Motivation: How to Inspire Your Agents
When you think of improving your call center motivation, do you dream
The post Call Center Motivation: How to Inspire Your Agents first appeared on Fonolo.