TOP 10 ARTICLES RELATED TO CUSTOMER EXPERIENCE MANAGEMENT: FOLLOW THESE IN 2023

While doing MBA from IMT Ghaziabad, every lecture would mention about the "4Ps of Marketing" but no one really cared about how these actually influence the overall Customer experience management of brands. I must have read thousands of articles to understand what it really means to be on top of the customer success industry with Customer Experience. I am providing you links and short snippets of top-10 CX articles that I have read or published so that you don't have to look out for other sources in your quest to become the best CX manager in your industry.???

numerus Unus        

Recession-Proof Customer Service: A Playbook on how to gain incredible value without bloating costs.

Author: Freshbooks

Brands that are doubling-up on their self service game are likely to emerge as CX champions in 2023. Companies should focus entirely on end-to-end customer experience delivery models, empowering their contact center agents with the right tools and automation for better CX management.

The playbook also explains what really a delightful CX means for a marketer, a business owner and an end user.

For a customer, a delightful customer experience means less effort for more gains and rewards. 86% of customers are likely to purchase from a brand that provides low-effort touchpoints, including for shopping, search, and customer service interactions.

So, if you are looking to buy a CX guidebook, look out for Freshworks free asset first.

numerus DUO        

Creating effective customer experience strategies

A new era of customer engagement

When it comes to customer experiences and satisfaction, the devil is in the details—and the data. Deloitte's CX solution can help you understand and capture your customers' potential value and show you how maximizing the "moments that matter" can pay big dividends for your business.

numerus Tres        

Five Ways AI is Transforming Customer Experience for Brands in 2023

Author: Sudipto Ghosh

Creating personalized Customer Experience for brands continues to be an important facet for every client-first businesses. Customers constantly look out for services and products that closely align to their expectations and meet all of their expectations meaningfully. However, despite doing everything humanly possible, brands are failing to reduce customer churn and increase brand affinity. Where humans fail, technology picks up, and how!

The use of Artificial Intelligence (AI) in delivering customer experience (CX) to loyal users is at its peak in 2023.?New buzzwords such as?Generative AI?and robotic process automation for contact centers have the power of completely eliminating trial-and-error methods for delivering customer experience to omnichannel users. In fact, AI has so much firepower in its arsenal today that it could truly improve “quality of life” of both customers as well as CX agents who are responsible for facing happy and disgruntled customers using the same set of digital tools and platforms. While?AI is creating a wealth of opportunities for CX-driven brands in its current form, there are more ways it could be used to further improve the engagement rates with better and faster personalization in a more intuitive way.

Recommended:?Unlocking Generative AI for Marketing and Sales

numerus Quattuor        

Customer experience strategy: Fuse data and design to seize the D2 advantage

Author: Genpact

Data science, business intelligence and predictive intelligence -- these are inseparable constituents of a great CX management deck. CEOs and CX leaders should focus on building a data-driven CX relationship with Marketing, Sales and Customer Success agents. This asset reveals the potential of AI and ML in making accurate recommendations to agents before they can apply personalization benchmarks to CX campaigns.

Genpact states that leading companies – whether they sell to consumers or businesses – will find that the next competitive battleground lies in creating memorable experiences not just for customers, but employees and partners too. As a result, data alone is not enough. Businesses must apply a dual lens of data and experience design – also known as D2 – to drive innovation and meet user demands.

numerus Quienque        

What Is Customer Experience? How To Delight and Retain More Customers in Your Store

Author: SHOPIFY

Starting from scratch with your Customer Experience plans? Then, what you need is a Beginner's Guide for marketing and sales that specifically addresses the challenges every team faces with CX goals.

Customer service, personalization and omnichannel communication -- these are three pillars of a great CX management strategy. If you can satisfy your customers with great service, real-time resolutions and personalized experiences, you are on your way to generating revenue opportunities with CX like never before.

numerus Sex        

Voice, chat, email, video and SMS are delivering faster on CX promises. Be it a local grocery or an international retailer, every one leverages CX to gain traction in the marketplace. Thanks to AI ML and automation, it is possible to generate great traffic and revenue to your social media and e-commerce sites that sell relevant stuff to the target customers. Amazon's omnichannel CX is worth giving a read. That's why I featured its article here for your reference.

You will find hundreds of case studies about leading brands and their tryst with AWS CX tools and platforms.

numerus Septum        

How Does the Customer Experience Impact the Company?

Author: Medallia

Customer experience retains more customer for any organization. In fact, it goes beyond doing just that. Product managers and marketing leaders can analyze their CX deliverables and see how they have been faring in the last two years with collecting feedback and listening to end-users. In most cases, brands that have succeed with their CX management goals are the ones who have built a meaningful and personal relationship with their customers through chats, emails, SMS, WhatsApp messages and video testimonials. ??

According to Medallia's article listed here, a good CX team reduces the burden on their contact centers by reducing friction in the customer journeys.

numerus Octo        

7 Awesome Customer Experience Examples from Industry Experts

Author: G2

In CX management, smallest of things matter to customers. How much effort did the customer take to reach your contact center? Where your agents able to resolve the queries? Did it make sense to push the IVR call to a human agents? Are you using voice chatbots to engage your customers who call you for the first time or do you directly route the calls to a human agent? Are your calls helping grow your loyal customer base?

G2 published the article with examples from seven different angles. For me, CX is CX when you not only meet the demands of the customers, but also delight them with "Additional" benefits and rewards for speaking with you about their experience. Best CX is one where you have managed to exceed all the expectations of your customer.

Returning customers are loyalists who influence your sales journeys with other customers.

Always keep this in your mind.

numerus Novem        

Making CX heart of your Organization

Author: Salesforce

So, you have a great CX management team, but no customer engagement metric to measure your performance? All you get to do is customer churn analysis and still feel your CX is the problem. Salesforce has a way to come around this conundrum.?

Did you ever do a survey on why your churn rates are rising despite having best CX strategy, per se? Apparently, customers reward brands for their great online experiences across multiple touchpoints. For instance, 40% of shoppers would bounce from the e-commerce site if they do not find a product their need, or if delivery times exceeds more than a day, or if payment processing page loads after 30 seconds. These are deal-killers in CX terms. In CX winning formula, agility and transparent communication have a huge role to play, and therefore, we have brands that are labelled as winners, and rest as laggards.

CX leaders think and act differently when it comes to building a customer-centric strategy for their businesses. 15% of CX leaders who have a strong CX strategy use a CDP to build a unified customer profile and overcome barriers that negatively affect CX goals. So, if you want to win the CX race, your first goal is to invest in a CDP and integrate all your data collection platforms with the CDP to deliver a complete and consistent customer experience at all times.

numerus Decem        

Yes, COVID changed the way businesses think about their customers. This episode stops the needle at the place where marketing teams should be focused on -- Understanding CX from the lens of shoppers. From building a digital identity for your users to generating new applications powered by AI ML, automation and blockchain, there are newer experiences that customers feel they should be involved in by brands to feel great about their engagements. Omnichannel virtual reality is a thing and customers want to be part of this innovation themselves. That's why we find OpenAI's ChatGPT3 AND 4 winning the race with beta testing-- more tests approved by users who build apps and tools that they would be using for themselves! Isn't that thoughtful!

So. what do you think about winning the CXA game with new strategies and tools? If you want me to be part of your demo or testing, please DM me, or leave a comment below with the website of your company.

Wishing some great CX moment to you. ?.