A strong and effective omnichannel strategy – offering fast, personalized, and uninterrupted customer experience across multiple platforms – is an essential tool to meet customer needs and continue to grow your organization.
Category: Strategy and Best Practices
Enter the AI World – or Be Left Behind
There is no shortage of current conversations about artificial intelligence (AI) – both its advantages as well as potential concerns. There are also many more unknowns than definites when it comes to the world of developing computer systems capable of performing tasks typically associated with human intelligence.
Top XM Challenges – Results From X4
What are your top experience management challenges? We conducted a non-scientific, fun exercise at the 2024 Qualtrics X4 Summit to find out.
What Is Customer Experience (CX)? Your Complete Guide
Customer experience (CX) comprises every interaction a consumer has with a business, from product discovery to post-purchase support. Everything a company does influences how the customer perceives the brand, if they feel satisfied, and whether they keep coming back. Building a strong CX program across an organization contributes to better brand loyalty, more repeat business,… Read more »
Experience Integration: Ensuring That All the Hard Work Pays Off
Your Experience Management team, and the organization as a whole, has adopted the XM Operating Framework. You have embraced the competencies and utilized the skills. You have combined monitoring, discovery, visioning, design and much more. Now is the time for the all-crucial Experience Integration. In one sense, it could be the payoff for all the work the CX team has done. In another, it is the beginning of an entirely new adventure of implementation, evaluation and adjustment. It is important not to run out of steam at this point!
Experience Design: Crafting Solutions and Driving Customer Behavior
Service design begins with, and is fully dependent on, developing a deep understanding of the customer experience within your organization – plus what your customer is experiencing in life outside of their interactions with your company. It goes well beyond the transactional phase. It depends on utilizing your operational data to define the demographics that are representative of segments of your customer base. Even more importantly, it takes building empathy and an emotional connection with your customers.
Download our newest resources for XM Leaders:
Weekly resources to help customer experience professionals take their CX programs to the next level.