In our recent exploration of “The ROI of Customer Experience,” we navigated the challenges of short-termism in today’s corporate landscape. Building on the momentum from last week, this week’s blog post dives deeper into the practicalities of measuring and proving the financial impact of CX initiatives.

In today’s business landscape, ‘short-termism’—the focus on immediate financial results—dominates corporate strategy, often at the cost of long-term planning and sustainable growth. This trend poses a significant challenge for C-Suite executives, who face pressure to deliver quick financial returns, potentially compromising product quality and service. This article explores the critical intersection of short-termism and Customer Experience (CX), highlighting the need for CX professionals to demonstrate the long-term financial benefits of customer-centric strategies. Understanding this balance is essential for aligning immediate actions with the enduring health and loyalty of the organization.

In today’s business landscape, ‘short-termism’—the focus on immediate financial results—dominates corporate strategy, often at the cost of long-term planning and sustainable growth.

Shopping on Lazada and Shopee: What to expect in 2024?   In our series of marketplace platform analyses, we previously delved into the dynamics of eBay versus Rakuten and Amazon versus Etsy. Now, turning our focus to Southeast Asia, we scrutinize the customer...

Embark on an exploration of Rakuten versus eBay in the online marketplace arena. Discover Rakuten’s innovative rewards system and diverse merchant network, challenging eBay’s traditional auction model. Dive into the unique appeal of each platform and unlock secrets to maximizing your shopping experience.

Dive into the ultimate guide for your holiday shopping adventure! Discover the game-changing trends in consumer spending, unravel the mysteries behind Amazon’s global dominance, and explore Etsy’s unique charm in supporting small businesses.

Whenever a company is seeking to evaluate the quality of its customer experience, nothing is more important than the opinions of the customers who actually have the experience. This is why virtually all metrics designed to measure CX quality today are derived from surveys administered directly to customers.

Here is the three main benefits of CX management systems fueled by artificial intelligence and how they are transforming the ways we do business.

The power of predictive NPS enables companies to design and execute Customer Experience processes with an optimized effort.

The fundamental essence of a highly successful close the loop program is real-time customer engagement capability powered by AI-based CX automation platforms.

A taste of customer perspective won’t be enough to propel business growth. It is becoming increasingly vital for brands to understand evolving customer journey trends.

You have done everything you can to please your customers. In every aspect, your team of professionals provided the best possible service from the operational side; you are confident in your work.

The first step before deep diving into customer experience metric selection is to understand the main areas to address when measuring CX. Then we share some of the often used metrics in customer perception of the quality of experience.

Companies that integrate customer feedback into their DNA, can quantify their customers’ perceptions better, understand the customer journey as well as bottlenecks in it and continuously improve experience every day.

This in-app trend has greatly expanded methods for collecting customer feedback, including NPS. The crucial advantage comes from directing valuable feedback about your product or service to the appropriate teams…

Choosing the Right Customer Experience Platform Leads to High-Quality CX   Customer Experience (CX) is the overall experience that customers have during the relationship with the delivered product/ service from first contact to becoming a happy and loyal...

Many customers want to tell you what they think and how they feel. Are you really listening to them? Most likely your answer is “YES” and you’re not alone! It is fair to say that companies have become better at…

Customer Experience Technology: Are We Ready to Absorb? A high-level customer experience technology can automate your CX efforts from collecting…

We already know that good CX quality and customer loyalty drive successful business growth. What most firms overlook is that they should prioritize the “people factor” since employees work hard to provide high-quality customer experience. The impact of employee...

How Can We Improve Employee Engagement? This is one of the most asked questions about employees on Google. Let's have some background information about this fact. COVID-19 has emotionally exhausted many workers. The term “great resignation,” which refers to the high...

The Ex Factor: Employee Experience as One of Customer Experience Milestones A company can see its definition as a “customer-centric company” as its proudest achievement today. This is only possible with customer-focused employees. The equation is simple: Happy...

In many customer experience research, expert interviews and case studies, we often see how important the concept of change management is for CX. There is no doubt that change management should be handled in a structured way for the customer experience program to...

How to Build a Customer Experience Team Forrester recently shared 2022 predictions about customer experience. One of the predictions was: Customers will Want Over Half of the Pandemic-Era Services to Become the “New Normal”. As an example, one-half to two-thirds of...

How to Become a Customer-Centric Organization Customer centricity is a way of doing business and a way of thinking that focuses on customer needs and is committed to creating a great customer experience.  The goal of a customer-centric organization is to provide...

Closing the Customer Feedback Loop Closing the customer feedback loop is considered a milestone in building trust and loyalty with your customers. As Fred Reichheld and Rob Markey stated in their article*: “Closing the loop is a central element of the Net Promoter...

Experience Design: Understand and Visualize the Moments of Truth Design thinking, experience design or service design. Sometimes our playing field seems to be dominated by jargon. These are fairly similar terms, but what do they actually mean—and why is it worth...

What is Voice of Customer? Simply put, Voice of Customer (VoC) is the process of collecting customer feedback about a business, its products and services. Many companies believe that collecting customer feedback through surveys is the meaning of a VoC program. In...

Customer and Brand Loyalty For the fifth year in a row, Amazon has been listed as the loyalty leader in the U.S.A. according to Brand Key’s annual loyalty rankings. The New York-based brand loyalty and customer engagement research consultancy examined 1,260 brands in...

Insights from experience professionals themselves across industries about their most significant learnings from 2020 and their expectations for 2021 regarding customer expectations and CX efforts

During the global pandemic, we have witnessed that customer needs, expectations, and journeys shifted overnight. Times like these have once again shown us the importance of managing “dynamic” customer journeys.

As the first wave of the impact of the pandemic is experienced, we see some changes in this initial response. Based on our conversations with our clients in banking, retail and insurance, we wanted to share approaches and actions regarding Voice of the Customer programs:

In times like these where organizations and businesses are working remotely; building space for communication between employees, understanding their needs and supporting has become a priority.

Continuous improvement loop is a proven approach in managing customer experiences. Customer Experience Platforms automate the flow in continuous improvement loops and make it easy for companies to manage

Only 45 percent of senior marketing professionals understand their customer’s journeys. Read on to learn the critical steps in designing customer journeys

CX management starts with listening to customers carefully. Start getting insights right after the activation of a listening mechanism…

NPS is a simple metric to measure, but it is not that simple to improve NPS score. Higher NPS score does not always guarantee better performance in business KPI’s

Delivering superior customer experience is the result of a customer-centric culture which starts with people. They are not your customers they are your employees.

It is much more critical today to improve employee engagement as a lever for higher productivity, for retention of key talent and ensure the realization of the happiness of customers!

An article by Don Peppers explaining “an array of innovative tools based on artificial intelligence and machine learning”, including Alterna CX.

How can companies deliver frictionless customer experiences? Here are some effective insights on making the customer experience better for the customer and more efficient for your business

What is AI technology and how does it relate to Customer Experience? Pros of Integrating AI into daily customer experience process

For insurers, improving customer experience and service quality is not only a necessity; it is also a loyalty and revenue growth opportunity

Text analytics enables companies to determine which topics are on your customers’ mind and trigger actionable insights

If we consistently deliver experiences that create distinctive emotions in our customers, then we can get a differentiated positioning in their hearts and minds