Most business leaders today don’t need convincing about the power of artificial intelligence (AI). They are swayed by the promise of efficient and personalized interactions at every step of the customer journey. The Zendesk Customer Experience Trends Report 2022 shows that 57 percent of leaders plan to increase their AI investment by
Continue reading10 ways AI will improve the customer experience in 2023
Over the past few years, changes in customer behaviours have spurred the rise of digital innovation in the insurance industry. The novel coronavirus (COVID-19) led to a disruption in the health sector with a surge in claims interruption from reduced business activities, and less use of face-to-face channels. Within hours
Continue readingRethinking Customer Experience in the Insurance Industry
Every industry is feeling the pressure to improve their customer experience, and insurance is no different. Insurance customers are demanding the type of convenient, fast, and personalized service they get from Amazon, Netflix, Uber, and others. To compete, insurers will need to up their customer experience game while still keeping
Continue readingTop 5 Customer Experience Metrics for Insurance
“While 89% of large companies globally have a digital and AI transformation underway, they have only captured 31% of the expected revenue lift and 25% of expected cost savings from the effort. Until business leaders are convinced of the value and confident in how to get it, they are unlikely
The estimated value of each customer can play an integral role when making business decisions, such as whether to invest more in customer acquisition or retention. That said, customer lifetime value (CLV) is a metric used to determine the amount of money customers spend on your business throughout an average
1. PREFACE Anyone working in the customer experience field knows that once you start digging deeper you realize that customers are not the only stakeholder that impacts customer experience. Think of your organization as a living organism that works as an open and fluid ecosystem including customers, employees, suppliers, partners, investors,
Continue readingTotal Experience starts by breaking the outer silos between customers and employees
Going beyond the CX strategy The most common technique associated with CX is customer journey mapping and persona profiling, but this gives us partial results since it focuses on the outside-in story without revealing the inside-out story, which is responsible to produce the experience. Therefore, the real key to create
Strong customer experience leads to business growth, but it’s up to CX leaders to tell the right story. A large majority of CEOs (seven out of 10, according to a KPMG study) anticipate a recession will disrupt anticipated growth. Customer experience leaders should hear this as an alarm. Leaders need to
Continue readingCustomer Experience Metrics Aren’t Enough: Storytelling Is Your Superpower
How CX leaders can secure budget and prove the ROI of their 2023 strategies CX practitioners know that memorable experiences drive repeat business – but CFOs can be harder to convince. It means no CX project will see the light of day without hard facts and figures to get it
Continue readingProving ROI in CX: A step-by-step guide for practitioners
Banks that consistently optimize the customer experience grow faster. Here are trends and best practices to help guide your CX strategy—and drive customer relationships that last. Banks that consistently optimize the customer experience grow 3.2x faster than competitors that don’t. And with over 50 percent of consumers reporting that they will switch to a
Continue reading5 banking customer experience trends to consider for 2023