All Things Experience: Edition 10

Welcome back to All Things Experience.

With the threat of a recession on the horizon, there’s no better time to focus on prioritizing and upgrading a customer experience strategy . So we’re focusing our attention this week on CX — how to close the gap between customer expectations and what you deliver, the evolution of customer experience, and how to optimize it for profitability.

Now let’s get into it.

Tune In | Leading with Experience, Featuring CXPA CEO Greg Melia

Leading with Experience is back, and Customer Experience Professionals Association (CXPA) CEO Greg Melia, CAE joins Medallia’s Bill Staikos , SVP of Executive Advisory, to discuss the evolution of CX and its increasing importance in the boardroom.

Greg and Bill, two longtime CX leaders, also explore the role of technology in CX, the connection it has to employee experience and the overall business, and what future leaders need to be thinking about right now.

Ready to tune in? Head over to EXP Now — the exclusive streaming platform for Leading with Experience.

Worth the Read | Three Steps To The Customer Experience That Will Win Hearts And Minds

Consumers feel just as strongly about experiences with a brand as they do their products or services, and yet so many companies still struggle to close the gap between expectations and the experiences they deliver.

Amy Radin describes a three-part blueprint for solving this problem:

• The North Star: It’s important that your North Star describes the experience you intend your customers to have.
• The Roadmap: How will you reach your North Star? Your roadmap should include pilot projects and roadbumps that should be anticipated on the way there.
• Governance: Define oversight to make sure North Star progress is being made and establish an executive sponsor.

For a more in-depth look, head over to Fast Company to read the full story .

In Case You Missed It | Customer Contact Week 2023

Didn’t make it to Las Vegas for Customer Contact Week 2023? We’ve got you covered.

In this LinkedIn article , Courtney Heinbach has a recap of the biggest takeaways from #CCWVegas :

1. Artificial intelligence (AI) offers a massive opportunity for the contact center
2. Contact centers offer more than support for customers
3. Successful contact centers don’t forgo emotion

Now get ready to design the contact center experience as an integral part of your overall CX strategy.

Worth the Read | Navigating Spending Cuts While Prioritizing The Customer Experience

With a recession still possible, many brands are cutting costs in order to weather an economic downturn. Historically, one of the first places that organizations consider cutting back is with their customer service investments. However, with the increased importance of CX, it may be wise to look at other ways of reducing costs and maximizing profitability.?

By prioritizing CX, an organization drives customer loyalty and gains market share. Reducing operational inefficiencies while boosting CX operational performance is one of the best ways to improve a brand’s overall profitability. Sagar Rajgopal explains his strategies to optimize CX for profitability:

1. Make self-service work for customers, not against them.
2. Get and use customer and agent feedback.
3. Recognize that workforce management demands analytics and engaged employees.

For a deeper understanding of each of Rajgopal’s cost-saving strategies, check out his article on Forbes .

Quick Hits | Notable News & Notes

Before you go, here are a few things you might find interesting:

• Customer experience looks different than it ever has before in 2023. Here are 100 fresh stats that Forbes uses to paint a picture of what CX looks like this year.?
• Wondering how to improve your brand’s digital experience? Chris Wood breaks it down into these easy steps .?
• Kathi Enderes , SVP of Research & Global Industry Analyst at The Josh Bersin Company , joins Employee Experience Practice Lead Melissa Arronte for an in-depth conversation on the evolving landscape of employee experience measurement. Register now for the July 12 webinar to learn how to unlock the modern employee experience.
• Being a next-level manager isn’t something that comes naturally to most people. Scott Johnson shares his tips on becoming a better manager and how that will benefit your employee experience.?

Thanks for reading, and we’ll see you in a couple of weeks!

- Madeline Buyers , Content Marketing & Social Media Senior Specialist at Medallia