Ascendo AI的动态

Embrace the Future: Integrating Technology for Exceptional Customer Experiences In today's dynamic business landscape, staying ahead means understanding the pulse of evolving customer expectations and communication dynamics. It is a challenge that can overwhelm even the most dedicated human workforce. Yet, within this challenge lies an opportunity for transformation and growth. Imagine a symphony where every note resonates perfectly, creating harmony and leaving a lasting impression. Similarly, in the realm of customer experience, integrating technology orchestrates a seamless symphony of interactions, elevating your business to new heights of success. Harnessing technology isn't just about keeping up but about leading the charge towards unparalleled customer satisfaction. By infusing automation, AI-driven insights, and innovative communication channels into your strategy, you unlock the power to anticipate needs, personalize interactions, and exceed expectations. Incorporating technology into your customer experience strategy is streamlining operations, boosting efficiency, and empowering your workforce to focus on what truly matters: cultivating meaningful connections with your customers. However, the journey isn't just about embracing technology but about embracing change. It is about embracing the idea that the future belongs to those who dare to innovate, adapt, and evolve. Organizational leaders can harness the power of technology to create unforgettable experiences that captivate, delight, and inspire customers. Because in the realm of customer experience, the smartest path to success is paved with innovation and driven by technology. Embracing technology is indeed crucial for businesses to thrive in today's competitive landscape. It is not just about keeping pace but about leading the charge towards innovation and excellence. Together, let us embark on this transformative journey!? #leadership #changemanagement #technologyinnovation #customerexperience

With rising customer expectations and the perception of declining service, the potential of AI exceeds mere automation and cost reduction. Kira Makagon shares how AI empowers agents to deliver exceptional service, reduces turnover and elevates customer satisfaction in this Forbes article. https://lnkd.in/ghqFA538 #leadership #ArtificialIntelligence #leaders #CustomerService #CX #potential #CustomerExperience #strategy #success #technology

I often get asked “How can we be a customer customer-centric company?” ?? start by tearing down these and more barriers: ??Lack of leadership commitment means leaders who don't prioritise customers are showing employees not to care about customers ?? Siloed procedures of any kind (data, departmental, hierahical etc,) lead to fragmented customer experiences ?? Poor data quality, inadequate data collection methods, and not knowing how to use customer data leads to bad personalisation ?? Short-term gains are often prioritised over long-term customer relationships. Customer centric strategy should be aligned with business goals ?? Failing to truly understand customer needs and expectations can lead to misguided efforts. This often happens when organisations assume they know what's best for customers ?? Employees without the necessary skills and training: communication skills, empathy, problem-solving abilities etc ?? Outdated or incompatible technology systems impede efforts to interact with customers effectively and quickly ?? Hesitancy to allocate the necessary budget, time and efforts for customer centric initiatives ?? Current company culture does not support or align with a customer-centric focus ?? Overemphasis on technology and AI can dehumanise the interaction with customers. Find balance ?? Inconsistent or sporadic collection of customer and employee feedback results in incomplete insights where we are falling short and of customer preferences ?? Complex bureaucracy slows down responsiveness to customer needs ?? Lack of employee engagement leads to apathy and lack of customer care ?? Products and services not designed with the customer in mind ?? Customers not seen as individuals but as walking wallets ?? Not mapping the customer journey often enough to remove frictions ?? Extreme focus on CX metrics and imposing it to employees diverts a genuine customer focus to a focus on vanity numbers Overcoming these barriers requires a combination of commitment, alignment, investment and a sustained focus on changing mindsets.. What else would you add? ?? More on this in my book “Journey to Centricity” #customerexperience #customercentricity #cx #ex #customerrelations

What is it that makes a great CX leader? That is exactly the question that Freshworks asked Forrester to investigate, and the first results are truly insightful. Our latest blog post reveals the traits and tools that set CX pioneers apart from the crowd. From AI-predicted customer journeus to the magic of chatbots, discover what the new cornerstones of digital CX can do for your company. Click the link below to delve deeper into the findings! ??? #Freshworks #CXLeadership #Innovation #CustomerExperience

Building a Customer-Centric Culture: Insights from Top CXOs In today's hyper-competitive business landscape, customer-centricity has emerged as a cornerstone of sustainable success. As organizations strive to differentiate themselves and drive growth, the role of Chief Experience Officers (CXOs) has become increasingly pivotal in shaping customer-centric cultures. This comprehensive guide delves into the insights, strategies, and best practices employed by top CXOs to build and nurture customer-centric cultures that drive organizational success. Understanding the Importance of Customer-Centricity Exploring the fundamental principles of customer-centricity and its impact on organizational performance. The role of CXOs in championing customer-centric initiatives and fostering a culture of customer obsession. Why building a customer-centric culture is essential for long-term success and competitive advantage. Aligning Organizational Goals with Customer Needs The significance of aligning business objectives with customer needs and expectations. Strategies for conducting comprehensive customer research and gathering actionable insights. Leveraging customer feedback to drive product innovation, service enhancements, and process improvements. Empowering Employees as Customer Advocates Cultivating a culture of empathy, ownership, and accountability among employees. Providing training and development opportunities to equip employees with the skills and knowledge needed to deliver exceptional customer experiences. Empowering frontline employees to act as customer advocates and problem-solvers. Driving Cross-Functional Collaboration Breaking down silos and fostering collaboration across departments to deliver seamless customer experiences. Establishing cross-functional teams dedicated to customer-centric initiatives and projects. Encouraging open communication and knowledge sharing to ensure alignment with customer-centric goals and objectives. Implementing Technology to Enhance Customer Experiences Harnessing the power of technology to personalize interactions, streamline processes, and anticipate customer needs. Investing in customer relationship management (CRM) systems, analytics tools, and digital platforms to better understand and engage customers. Leveraging automation and artificial intelligence (AI) to deliver proactive and predictive customer service. Measuring and Monitoring Customer-Centricity Establishing key performance indicators (KPIs) and metrics to track progress towards customer-centric goals. Conducting regular customer satisfaction surveys, Net Promoter Score (NPS) assessments, and sentiment analysis to gauge customer sentiment. Using data analytics and business intelligence to derive actionable insights and inform decision-making. Read more on: https://lnkd.in/gBFyadZF #cxowords #cxo #words #ceo #startup #founders #fintech #kpis #nps

What is it that makes a great CX leader? That is exactly the question that Freshworks asked Forrester to investigate, and the first results are truly insightful. Our latest blog post reveals the traits and tools that set CX pioneers apart from the crowd. From AI-predicted customer journeus to the magic of chatbots, discover what the new cornerstones of digital CX can do for your company. Click the link below to delve deeper into the findings! ??? #Freshworks #CXLeadership #Innovation #CustomerExperience

?? Transforming Customer Success: Actionable Insights for Today's Leaders ?? In the fast-changing world of contact and call centers, you can't just chill. What worked yesterday might be useless tomorrow. Here are three quick tips to boost your customer success game: 1. **Data-Driven Decisions** Keep an eye on those metrics and tweak things based on customer feedback. 2. **Employee Empowerment** Always invest in training and development to keep your team sharp and ready. 3. **Tech Integration** Use AI and automation to make operations smoother but keep that human touch. What strategies have worked best for you in your customer success journey? Let's chat! ?? #PeteSteam #leadershipcommunication #leadershipdevelopment #customerexperience #contactcenter #callcenter #cx #businessstrategy

The Inside-Out Approach to Customer-Centricity “A genius is the man who can do the average thing when everyone else around him is losing his mind.” Napoleon Bonaparte I write this very important information sitting and enjoying the view of lake Victoria, along the shores of Nyanza Yatch Club, Kisumu City, Kenya. “For reasons I have never understood, people, despite knowing the importance of customer, centric approach, still go, and behave the opposite .” Shabbir Noormohamed Transforming customer experience requires aligning organizational culture, particularly the everyday behaviors of employees, to achieve a clear outcome. This insight stems from my three decades of experience across various industries, including steel, paper, and plastics. Companies are investing heavily in improving customer experience, driven by findings such as PwC's research indicating that a superior customer experience can command a 16% price premium. While being customer-centric appears straightforward, executing it effectively is challenging. Success hinges on understanding customers' desires and embedding that understanding into the organizational culture to influence daily employee decisions, ensuring consistent delivery of the desired customer experience. Universal Five Models of Customer-Centricity Through my work with diverse clients, from PhD holders to those without formal education, I have identified five distinct models of customer-centricity: innovation, consistency, empowerment, intimacy, and purpose. These models represent different ways companies can differentiate themselves in their customer experience. Each model aims to evoke a specific reaction from customers and requires particular employee behaviors. Companies should consider using multiple models simultaneously for best results. “The world is full of obvious things which nobody by any chance ever observes.” Sherlock Holmes. The Empowerment Model The empowerment model focuses on making customers feel cared for. This approach involves equipping frontline employees with extensive knowledge about the company's offerings and granting them the autonomy to resolve customer issues without managerial approval. The Intimacy Model The intimacy model aims to make customers feel special by tailoring products and services to their unique needs. The Purpose Model The purpose model emphasizes shared values, making customers feel influenced and motivated beyond mere transactions. Combining Models Companies can blend these models, similar to mixing colors on a painter's palette. However, decisions about combinations must be thoughtful, as certain employee behaviors may conflict. Conclusion Improving customer experience requires looking inward to align company culture and employee behaviors with desired customer outcomes. By making intentional choices about which customer-centric models their culture can support, companies can harmonize these elements to achieve true customer-centricity.

Is your customer experience transformation work stuck at good intentions? One of the biggest showstoppers in customer experience transformations today is execution – actually, it’s the lack thereof. You’ve got a ton of data, insights, and intentions, but action is the key – and it’s not happening. Customers can feel it. No brainer, you say? Not so fast. If it was a no brainer, would I call it one of the biggest showstoppers today? I think not. You know it’s a problem! Execution is critical. It's the proverbial “lead a horse to water and make him/her drink” conundrum we discuss regularly with clients. What’s it going to take to change the mindset? Some folks need more convincing than just a rah-rah “change your thinking.” Find some ideas in this article to help to shift the mindset to one of “let’s do this” – and actually making the changes. Know that you may get pushed outside your comfort zone. Then what? If everyone is in the know and on board with making the change, it’s time to get to work. Find some things to get you going – and keep you moving forward in this article. https://lnkd.in/dpf9RTE #customerexperience #employeeexperience #change #changemanagement #mindset #execution

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