Execs In The Know

JANUARY 24, 2025

In the world of luxury retail, delivering exceptional customer experiences isnt just a goal its the standard. But what does it take to consistently exceed that standard, especially in an era where technology evolves faster than customer expectations? For Michael Kors , its about striking the perfect balance between digital innovation and authentic human connection.

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AI Customer Experience Artificial Intelligence Predictive Analytics 52

Futurelab

JANUARY 24, 2025

#NoBullshitCX #20yearsFuturelab Read reviews like tales. I told you my restaurant horror story in the last weeks column: I was recommended a place but didnt get a good experience. But Stefan, told me someone who read the article, did you not check the reviews before you went?. As if that would help! Have you noticed how difficult it has become to truly understand the situation based on the reviews?

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PeopleMetrics

JANUARY 24, 2025

In Listen or Die , I emphasized that customer service (CS) and customer experience (CX) are not interchangeable. But they often are thought of as the same. CS focuses on helping customers solve problems or answer questions, while CX encompasses every interaction a customer has with your companywhether its browsing your website, using your product, or contacting support.

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AI CX Customer Service Touchpoint 118