Like many organizations hosting onsite events this year, we were faced with making the difficult decision about whether to hold Engage, our annual customer and partner event in May, due to the onset of COVID-19. After careful consideration and prioritizing the safety of our customers and employees, the executive team decided to postpone the onsite conference scheduled in Dallas and provide a virtual event…
Customer Experience is no longer just a buzz word that companies can throw around. It has become a megatrend that demands a complete mindset shift in not only executive teams, but it also requires buy-in from the board in order to thrive.
On today’s show, Ryan Hollenbeck, CMO of Verint, joins us to discuss what market-leading companies do differently to prioritize CX programs. In Ryan’s first segment, he shares 3 critical steps to building a world-class customer experience program.
Think cloud computing was disruptive? That will pale in comparison to what’s coming next: the insights revolution. As technologies start to learn from our experiences, the entire human-computer relationship will flip. That’s the essence of machine learning (ML) and artificial intelligence (AI), and it’s groundbreaking for customer experience (CX).
You’re eating dinner at a nice restaurant. The manager comes by and asks how you’re enjoying the meal. We’ve all had this experience. And while it’s good business practice on the manager’s part, your short conversation does not constitute a complete or realistic view of your experience.
Mention the term knowledge management (KM) and you’d once be greeted by a roomful of yawns. Not anymore. With artificial intelligence (AI) injecting new vigor into KM, its “old librarian” image is suddenly sexy. It’s a player that can make a significant contribution to CX improvement and competitive advantage. Let’s face it: Company efforts to build knowledge bases are sometimes futile exercises. Content can be quickly accumulated. The challenge is managing it so it’s useful and easy to find.
Many CX practitioners view the legal department in their organizations as separate and apart from the work they do. I know I did. But over the last few years, I’ve begun to see what an important role our legal team plays in the overall customer journey with our company. We are making the most of it.
One of the essential CX truths is that customers like to hear from other customers. At the B2B technology company for which I work, it means more than throwing a cocktail party and having a few other networking events at the annual user conference. In fact, at our most recent user conference in June, customers filled most of the program. They shared the main stage with our executives, hosted numerous breakout sessions and kept a brisk schedule of interviews with analysts and the press.
No matter how carefully plotted your customer journey map, it can always benefit from a fresh perspective—especially one from outside your organization. The map we developed and were using and fine-tuning for years at the B2B technology company for which I work is a case in point.
That version is no longer. With some direct feedback from an astute analyst a year ago, we made some major changes. It has not been an easy process, but the experience is worth sharing here…
Where do CX practitioners go to get inspired? Customers, colleagues, peers in other companies, other industries, online communities like CustomerThink—all can share fresh ideas that keep us out of the CX slump. Books are good, too—especially when one comes along that not only has the power to change our perspective on CX, but also to change the way we do our jobs and lead our teams…