CX Now: Eight themes driving CX evolution
•
12 min read
The CX Now podcast series takes a close look at essential themes currently driving CX evolution.
The series will provide intelligent discussions and written material on today’s topics and trends that CX leaders must embrace to be better leaders and take their programs to the next level. Eight themes will be featured – personalization, predictive CX, seamless experiences, digital interactions, data integration, employee enablement, adaptability, and speed. These are critical topics in today’s customer-centric economy.
The CX Now series has been developed in collaboration with our partners at Qualtrics and includes feedback from more than 50 CX leaders.
Speed
Increasing operational efficiency to deliver experiences at the pace customers demand.
Life in the fast lane
From the blog:
Speed: Increasing Operational Efficiency to Deliver Experiences at the Pace Customers Demand
Adaptability
Your organization’s ability to quickly adjust to shifting environments and customer needs.
Sense and Respond
From the blog:
Adaptability: The Ability to Quickly Adjust to Shifting Environments and Customer Needs
Data Integration
Integration and accessibility of all customer data sources to understand their needs and guide company actions.
The data endgame
From the blog:
Seamless Experience
Minimizing handoffs to provide an ideal, unified experience for customers.
It's Gotta Be Seamless
From the blog:
Seamless Experiences: Delivering Intentional, Unified Experiences for Customers
Employee Enablement
Providing necessary training, resources, and systems so employees can deliver ideal customer. experiences.
Enabling your employees
From the blog:
Employee Enablement: Providing the Necessary Ingredients to Deliver Ideal Customer Experiences
Predictive Analytics
Use of AI, NLP, and other tools to anticipate customer needs and actions.
Predicting The Future
Just for you: Personalizing CX
From the blog:
Personalization: Designing and Delivering a Holistic Experience, Tailored for Each Customer
Digital Interactions
The Human/Digital Balance
From the blog:
Digital Interactions: Achieving the ideal human/digital balance for serving your customers