Adrian Swinscoe
AUGUST 30, 2024
Customers are generally not happy with the experiences they are having with brands. Last month, Forrester published the US 2024 Customer Experience (CX) Index, which found […] The post Factors driving the gap between customer expectations and satisfaction first appeared on Adrian Swinscoe.
Beyond Philosophy
AUGUST 30, 2024
In this episode, we dive deep into the concept of empathy and its significance in Customer Experience Management. We challenge common perceptions of empathy, explore its connection to emotional intelligence, and examine how both concepts can enhance your experience management efforts. We begin with a discussion on the importance of Emotional Intelligence (EQ), referencing some compelling statistics: Emotional intelligence influences 58% of job performance. 90% of top performers at work have a hi
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CX Network
AUGUST 30, 2024
Musa Hanhan explains how to align teams around customer journeys and ensure each interaction is optimized to drive loyalty and business success.
Execs In The Know
AUGUST 30, 2024
In today’s fast-paced and information-driven world, an effective knowledge management (KM) strategy is vital for any organization. It not only streamlines operations but also fosters innovation, enhances customer service, and boosts employee engagement. Here are five key steps to improve your knowledge management strategy and ensure your organization thrives in the competitive landscape.
Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting
Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical
SurveySensum
AUGUST 30, 2024
According to a recent study, banks could expect to experience a 27.5% growth rate simply by increasing their customer experience by 10%. This shows that going the extra mile to create a seamless, hassle-free, and memorable experience for your customers can significantly impact your revenue growth and also give you an edge in this competitive market.
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