10 ways AI will improve the customer experience in 2023
Most business leaders today don’t need convincing about the power of artificial intelligence (AI). They are swayed by the promise…
Rethinking Customer Experience in the Insurance Industry
Over the past few years, changes in customer behaviours have spurred the rise of digital innovation in the insurance industry.…
Top 5 Customer Experience Metrics for Insurance
Every industry is feeling the pressure to improve their customer experience, and insurance is no different. Insurance customers are demanding…
The Value of Digital Transformation
“While 89% of large companies globally have a digital and AI transformation underway, they have only captured 31% of the…
What Is Customer Lifetime Value (CLV)
The estimated value of each customer can play an integral role when making business decisions, such as whether to invest…
Total Experience starts by breaking the outer silos between customers and employees
1. PREFACE Anyone working in the customer experience field knows that once you start digging deeper you realize that customers…
The CX driven Operating Model
Going beyond the CX strategy The most common technique associated with CX is customer journey mapping and persona profiling, but…
Customer Experience Metrics Aren’t Enough: Storytelling Is Your Superpower
Strong customer experience leads to business growth, but it’s up to CX leaders to tell the right story. A large…
Proving ROI in CX: A step-by-step guide for practitioners
How CX leaders can secure budget and prove the ROI of their 2023 strategies CX practitioners know that memorable experiences…
5 banking customer experience trends to consider for 2023
Banks that consistently optimize the customer experience grow faster. Here are trends and best practices to help guide your CX…