Adrian Swinscoe

JULY 19, 2024

Today’s interview is with Cale Urwin, Director, Data, Digital & Marketing Health Services at Bupa. I caught up with Cale recently at PegaWorld in Las Vegas […] The post There needs to be a really tight relationship between business strategy and target state architecture – Interview with Cale Urwin of Bupa first appeared on Adrian Swinscoe.

Artificial Intelligence 182

Artificial Intelligence Innovation Customer Service Customer Experience 182

Futurelab

JULY 19, 2024

#NoBullshitCX #20yearsFuturelab “Be honest.” One of the largest insurance groups in the world asked us to review their Voice of the Customer programme. On paper, they were doing everything right. Their customer KPI was highlighted in the annual report, they had a clear business case on how many millions in extra profits one extra percentage point meant, and they regularly communicated the results internally.

VOC 157

VOC Voice of the Customer 157

Customer Think

JULY 19, 2024

This article was originally posted on: [link] In the competitive landscape of B2B technology and services, effective onboarding and design are crucial elements for achieving successful adoption and enhanced customer experience. You may have noticed the provocative title—”The Hidden Truth: Why Customer Experience, Tech Onboarding, and Design Aren’t the Keys to B2B Growth.

Customer Experience 126

Customer Experience B2B Technology Technology 126

Doing CX Right

JULY 19, 2024

Learn how the Microsoft outage exposes the critical IT-CX connection and the necessity of seamless departmental collaboration. The post The IT-CX Connection: What the Global Microsoft Outage Teaches Us appeared first on Doing CX Right.

CX 105

CX AI Technology Technology 105

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

Customer Satisfaction

Beyond Philosophy

JULY 19, 2024

You know that friction in a Customer Experience is a problem that needs fixing. However, do you have that same perception of workplace friction? If you feel the friction at work, you probably do. But if you don’t, you likely think little of it, if at all. Doing work for money requires a certain amount of friction, right? However, if the friction impacts employees and decreases employee morale, it can be a significant problem.

Actionable Insights 88

Actionable Insights AI Customer Experience CX 88

Customer Think

JULY 19, 2024

The global business landscape is evolving quickly, and companies are increasingly leveraging data, artificial intelligence (AI), and automation to maintain a competitive edge. Within this transformative framework, a crucial shift toward hyper-personalization in customer experiences is taking center stage.

Artificial Intelligence 72

Artificial Intelligence AI Customer Experience Technology 72

Customer Think

JULY 19, 2024

Source: Shutterstock (This year, I’m devoting some of my Research Round-Up posts to a discussion of academic research papers relating to the use of artificial intelligence – specifically generative AI applications – in marketing. This post features an unpublished paper that provides an early look at the impact generative AI may have on marketing employment.

Artificial Intelligence 69

Artificial Intelligence AI Technology Technology 69

Customer Think

JULY 19, 2024

Today, most markets are saturated, and companies are fighting for the same customers. This is why organisations should no longer aim for customer satisfaction but rather delight. But how can you delight your customers so they remain loyal?

Customer Satisfaction 69

Customer Satisfaction Omnichannel Customer Loyalty Technology 69

Customer Think

JULY 19, 2024

There are many examples of how doing less can improve your well-being such as downsizing and giving away items that you no longer use. Or, producing home-cooked meals with what you already have in the refrigerator — sometimes called “Iron Chef.

Customer Experience 64

Customer Experience Contact Center Customer Loyalty 64

Customer Think

JULY 19, 2024

In our recent State of Martech 2024 report — which is free and now fully ungated — Frans Riemersma and I analyzed a ton of transformation happening across the martech industry, from the AI-powered explosion of the martech landscape to three counterintuitive truths of “composability” in martech stacks.

AI 59

AI Technology Technology 59

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

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