All Things Experience: Edition 22
Welcome back to All Things Experience, the bi-weekly newsletter that keeps you updated on the most recent happenings in the world of experience.?
This week we hear from Medallia’s partners on how to personalize CX, learn about what to expect from a CX audit, and how to deliver great EX to Gen Z workers, while simultaneously helping them to excel in their roles.?
Now let’s get into it.
Worth the Read | Is Your Brand Ready for a CX Audit??
Understanding and enhancing customer experience (CX) is a necessity for businesses today. But how does a business know if it’s actually ready to take on a CX audit??
Scott Clark walks you through what exactly a CX audit is, how to prepare for one, and what the process entails. He also explains the signs that your business might be due for a CX audit:
If your organization has been facing any of these challenges, it could be time for an audit. Check out Clark’s piece in CMSWire to learn more about what to expect and how to prepare.?
Worth the Read | Delivering Personalized Experiences in 2024: 4 Key Ingredients You Need
Looking ahead, we expect 2024 to be the year that personalizing the customer experience (CX) becomes the norm — table stakes for optimizing journeys and retaining customers.?
To find out what teams need to achieve success in this new era of personalization, we asked leading innovators in AI and experience for their advice. We connected with Medallia’s partners Adobe , Salesforce , LivePerson , Five9 , and Riptide who shared insights on why personalized experiences are essential in 2024 and the key ingredients brands need to deliver customized interactions this year.
Head over to the Medallia blog for the advice our partners gave on personalizing experiences in 2024.?
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Worth the Read | Reimagining the Employee Experience for Gen Z
Gracey Cantalupo ? demystifies both the employee experience and Gen Z in her piece for Forbes. Cantalupo creates two scenarios for a new employee — one where the employee is unsupported, and one where the employee is supported and given helpful resources.?
As you might be able to guess, the supported employee not only has a better employee experience, but also has greater career success. For more information on how to improve both for your employees, head over to Cantalupo’s article .?
Worth the Read | When CX and EX Collide: Technology Strategies for a New Era of Working
In the era of hybrid working, the dynamics of "working" and CX and EX are undergoing a transformation. The 2023 Global Customer Experience Report reveals that CX and EX are now intertwined, with a focus on empowering employees for enhanced customer satisfaction.
Between incentivizing employees to come back to the office and integrating AI into existing workflows, there are a number of challenges that organizations face in uniting CX with EX; however, when done well, these challenges become opportunities to thrive under these evolving working conditions.?
For more on the collision between CX and EX, check out Philippe Urbain ’s article in CIO Online .?
Quick Hits | Notable News & Notes
Before you go, here are a few more things you might find interesting:
Thanks for reading, and we’ll see you in a couple of weeks!
- Madeline Buyers , Content Marketing & Social Media Senior Specialist at Medallia