Focus on Experience: Edition 1
Welcome to Focus on Experience newsletter and its first issue! On the second Wednesday of every month, while we try to bring you the latest developments and highlights from the field of experience management, don't forget to follow us closely and experience us in order not to miss the content we will create special for that newsletter or to see and read it first hand!
In this newsletter, we will examine some of the most important resources, reports, studies and best practices in the world of CX and EX, as well as some of the most prominent topics and developments in the world of CX and EX, primarily customer and employee experience. It is a time-consuming effort to find what makes sense in all this cacophony and what is important for your business. That's why Focus on Experience aims to bring together the latest developments in the field of experience and to provide concise, straightforward information.
January's newsletter consists of the journey of CX from the past to the present and the future, the technologies that will shape and transform the customer experience in 2024, the inspiring experience stories of the past year, the key elements that will make artificial intelligence a part of your business, and a few suggestions we have compiled for you this month.
So let's dive into the world of experience.
The Evolution of CX from Past to Present
The Evolution of CX from Past to Present Customer Experience (CX) has changed step by step from past to present, both conceptually and in terms of the feedback channels used for customer experience management, and with the development of technology (especially with the developments in the field of artificial intelligence) and also with the formation of the customer profile of each period, and this change continues in the time period we live in.?
Customer service as a department emerged in the early 20th century. Businesses began to care and pay attention to customer feedback, albeit limited to this development. With the invention of the telephone and its widespread use around the world, it became an important tool and the first communication tool at the point of contact with customers.
Experience Express
10 Innovative Technologies Transforming Customer Experience in 2024
When it comes to customer experience management, an important area that should not be left behind or overlooked is the technological developments and their solutions to improve the customer experience. In 2024, innovative technologies will continue to transform the customer experience and companies that lag behind these innovations will face the danger of losing their existing and potential customers. So what are the technologies that will affect the transformation of companies in improving the customer experience in 2024:
For a closer look at the impact each technological advancement will have on the customer experience, and to see the applications that are already embedding these technologies in their companies, check out Dhaval Sarvaiya 's article in Customer Think.
3 Inspiring Customer Experience Success Stories from 2023
As we leave 2023 behind, businesses continue to set their goals for 2024. In the coming year, businesses focused on excellent customer experience will continue to develop new projects to hear and better understand the voice of their customers at every touch point.
In this article, we share the passenger experience of iGA Istanbul Airport , FLORMAR 's record-breaking NPS score and excellent customer experience, and ?KSV 's audience experience stories that may inspire you.
7 Keys to Getting Your Organization AI Ready
AI is and will continue to dramatically transform businesses and the way we do our daily work. Businesses that don't embrace it may be left behind. Businesses that embrace it quickly can leapfrog their competitors. More than 80% of businesses are either using or planning to use AI, and 85% of employees say they need training on how it works. The people and businesses that use AI are likely to replace the businesses and people that don't.?
So what are the key steps that businesses that are not using AI should consider to make AI part of their work:
领英推荐
Check out Krista Neher 's article in Newsweek.
Quote of the Newsletter
“Customers will never love a company until the employees love it first.”
Word of the Newsletter
Customer Experience Management (CXM)
Customer experience management (CXM) is the process of designing, tracking and optimising every interaction through positive, seamless and personalised experiences to understand and manage all touchpoints of a customer's journey as they experience a product or service.
Suggestions from Wiseback team
?? Book
(The book is translated into Turkish as "Deneyim Ekonomisi”.)
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Are you ready to create a customer and employee experience success story for your business??
Then meet Wiseback?
Do you want to comprehensively review your business' customer and employee experience processes, leverage technology effectively and elevate your customer experience for the future??
If you want to learn more about Wiseback solutions, feel free to contact us.
Also, don't forget to subscribe to Focus on Experience monthly newsletter to stay up to date in the field of experience!?