?? Set up 2025 for CX success

Welcome! ?? We're thrilled to bring you our newsletter, ????????????????????????: ???? & ???????? ????????????. As we navigate the continually changing landscape of customer experience (CX), we’re excited to share insights in our industry.

Join us every month as we explore innovative strategies, best practices, and expert perspectives that can help elevate your customer interactions and drive meaningful engagement. We’ll also keep you informed about our upcoming online and in-person events, where our subject matter experts will share their knowledge and insights to empower your organization.

Thank you for being a part of our community, and happy reading!??

[ The 2025 CX trends report ]

Discover the defining CX trends of 2025 and learn how to translate them into tangible business outcomes.

???2025 will see generative AI (GenAI) go from being a buzzword to delivering tangible competitive advantages. Over the next 12 months AI is going to play a critical role in driving improvements in how your organization understands, delivers and measures CX performance.

In the world of CX, the technologies, tools and processes that consistently deliver the best return on investment are those that liberate customer-facing staff to focus on adding value to the customer relationship. And because of its immediate ability to further augment agent performance and productivity, it’s in these areas where generative AI is going to raise the bar again.

• Trend 01. Superior service: Welcome to the age of the hyper-helpful agent
• Trend 02. Premium partners: Rethinking relationships and optimizing business outcomes
• Trend 03. Increased inclusivity: Help your business by helping everybody help themselves
• Trend 04. Consumer concerns: Ethical AI is the key to innovating without alienating
• Trend 05. Role reversal: Contact centers go from resolving issues to generating revenues
• Trend 06. Employment enhanced: Enterprise-wide cultural change leads to AI gains

?? Read the report ?? here

[ Customer experience management: Creating a consistent brand experience ]

What are the most important metrics for managing CX? In this ebook, we detail how to create seamless experiences that never miss.

?? Your brand is only as powerful as its public perception.

Do you really know what customers think of you? When brands stand out within the marketplace, it’s because perception positively aligns with the reality of being a customer.

In our guide, we explore:

• Understanding customer experience: Your brand is only as powerful as its public perception
• The connection between customer experience and value: 5 steps for tying customer experience to brand value
• Making and keeping a brand promise: How to consistently deliver on your word
• Understanding the customer journey: 7 steps to successful customer journey mapping
• Voice of the Customer (VOC) analytics: A goldmine to understanding customer motivations and behavior
• Social listening, a 5-step guide: How to effectively capture, analyze and understand this invaluable data
• Monitoring word of mouth: Having the data is one thing, acting on it is another
• A single customer view: Combine all data and analytics to form a deep understanding of who your customer is
• Personalizing the customer experience: How to master the art of using data for personalization

?? Read the ebook ?? here

[ 5 key things to know about customer journey mapping ]

Customer journey mapping is key to understanding how to elevate your CX. How does it work? How can you use it to improve your business outcomes? Learn how customer journey mapping creates invaluable insights.

?? If you don’t know your customers, how can you give them the CX they want? A key part of understanding your customers is seeing their journey from a holistic POV. That’s where customer journey mapping comes into play.

?? Read our blog ?? here

[ Is it time to rethink your customer experience metrics? ]

How do you currently measure CX performance? If your go-to customer experience metrics are customer satisfaction (CSAT) and Net Promoter Score (NPS), it’s time to rethink your approach to CX metrics in the contact center.

?? For decades CSAT and NPS have been the means for assessing customer experience delivery. Today, they are the benchmarks for measuring quality and consistency between direct competitors and across entire industry sectors.

But, in recent years, what these metrics track has evolved significantly.

?? Find out more in our blog ?? here

[ The metaverse and gaming: Why subscription services can’t keep customers ]

While discussions about the metaverse may have slowed in the broader technology and media sectors, in the world of gaming, it’s making very loud noises. So much so that leading organizations must adapt their business models and customer engagement strategies or risk falling behind.

?? From Netflix to Spotify, subscription streaming services have revolutionized media consumption. The belief was that after disrupting cinema, TV and music, subscription services would also dominate console and PC gaming. Initially, they surged in popularity, but it now seems gamers are turning away from the idea. This shift isn’t due to cost or subscription fatigue, as gaming remains the fastest-growing sector in entertainment. Instead, it’s about the metaverse.

?? Learn more in our blog ?? here