Latest news with #CX
Yahoo
4 days ago
- Business
- Yahoo
CX leaders expect technology budget growth as AI readiness lags
This story was originally published on CX Dive. To receive daily news and insights, subscribe to our free daily CX Dive newsletter. Dive Brief: More than two-thirds of CX leaders expect their budgets for technology to grow in the next 12 months, according to a Forrester survey of 350 decision makers released last week. AI and data literacy are vital to success with AI-powered tools, according to Forrester. However, only one-third of teams have mastered the data literacy skills necessary for using AI responsibly in CX measurement tasks, and one-quarter are planning to add or improve them. 'One of the first steps is to assess your organization and team's AI readiness,' Senem Guler Biyikli, analyst at Forrester, said in an email. 'It's crucial to raise employees' artificial intelligence quotient to ensure they have the understanding, skills and ethical awareness to succeed with AI-powered tools.' Dive Insight: CX leaders aiming to improve their data skills can benefit by taking a strategic approach that focuses on maximizing the potential of investments in the identified key areas. The first step to getting the most out of data is to prioritize what the company actually wants out of customer information, according to Thomas Randall, research director at Info-Tech Research Group. Leaders should narrow their focus, rather than try to solve for everything at once. 'Align around specific business problems (such as reducing support costs) and structure data efforts around those goals,' Randall said in an email. Leaders can utilize 'guerilla CX' tactics — creative, low-cost strategies — to stretch their budgets as well, according to Guler Biyikli. One approach could be using internal AI-powered chatbots to gather insights from unstructured data like customer calls and seeing the results before making major investments in customer insight technology. 'It helps teams working on tight budgets to make an impact with the limited resources they have,' Guler Biyikli said. CX departments can also work with internal teams to shape up their data capabilities. This approach can be combined with free or low-cost lessons from external sources to maximize the training benefits. 'Tap into skills that may exist elsewhere in the organization (e.g., in IT or finance) to help get CX or marketing teams started,' Randall said. 'Combine that with offering a catalogue of free resources from Google, HubSpot, Microsoft, and others, covering analytics, customer journey mapping and survey design.' Error in retrieving data Sign in to access your portfolio Error in retrieving data Error in retrieving data Error in retrieving data Error in retrieving data
Yahoo
09-07-2025
- Business
- Yahoo
Leaders think they're doing a good job on CX. Customers don't agree.
This story was originally published on CX Dive. To receive daily news and insights, subscribe to our free daily CX Dive newsletter. Even though 80% of business leaders think they're meeting customer expectations, just 24% of consumers agree, according to an Amdocs Studios survey of nearly 1,000 business leaders and more than 2,000 consumers released last month. Nine in 10 business leaders say that the trench between expectations and reality is important to bridge now. Nearly half say the gap is widening. Business leaders say lack of training and unclear CX metrics are the top reasons for the CX perception difference, according to the survey. Businesses are missing the mark when it comes to meeting customer expectations in part because they aren't investing enough in it. Despite 92% of business leaders stating that CX is a main or increased focus, only 28% believe CX is 'extremely important' to invest in. Another 43% say their current investments aren't producing returns. Companies have trouble bringing together CX efforts and the bottom line — which causes executives to underestimate the power of experience. The first step to understanding how CX improves profitability is aligning metrics with broader business goals, according to Thomas Randall, advisory director at Info-Tech Research Group. 'Metrics like net promoter score, CSAT or CES only matter if they correlate with revenue, retention or cost efficiency,' Randall said in an email. 'Link these to KPIs, such as repeat purchase rate, churn rate, upsell rates and so on.' While tracking customer sentiment is important, it works better when sentiment is aligned with behavior across entire customer journeys, including onboarding, support and renewal, according to Randall. 'Look beyond single touchpoints, and map out key journeys to measure drop-offs, friction and success rates,' Randall said. 'Behavioral indicators, such as compliance frequency or product adoption, are more reliable markers of experience quality.' Companies can also identify the CX investments that will have the biggest impact, according to Jeannette Michels, head of marketing (experience design & digital engineering) at Amdocs. The size of the investment won't necessarily reflect the return. 'Focus on outcomes, not effort,' Michels said in an email. 'It's not about how much you're doing — it's whether it's making a difference. Simplify, streamline and measure impact, not activity.' Error in retrieving data Sign in to access your portfolio Error in retrieving data Error in retrieving data Error in retrieving data Error in retrieving data
Forbes
06-07-2025
- Business
- Forbes
The Exponential Customer: Always On, Always Connected And Always Expecting More
In today's digital world, customers are as connected as they want to be. The term exponential customer may not be familiar to everyone. I was reminded of the term when preparing to be interviewed for a podcast hosted by NiCE, a major player in the customer experience (CX) world whose AI-powered offerings help companies provide amazing customer service and support. In preparation for the podcast, the NiCE team sent the questions and discussion topics to me for approval. This was the theme of our podcast, and NiCE's interpretation of exponential customer is a customer who is always on, always connected always expecting more. With that in mind, I'd like to share some of the topics the host, Amelia Rose Earhart, and I discussed on the podcast. The Exponential Customer In today's digital world, customers are as connected as they want to be. Whether it's a computer, tablet, phone or smart device, customers are usually within an arm's length or earshot of something that will connect them to a company. That's the 'always on' and 'always connected' part of the definition. Then there's the 'always expecting more.' My take on this is something I've preached for years. Customers expect and demand more than ever. They no longer simply compare you to a competitor, but to the best experience they've had from any company or brand. That 'best experience' is what sets the bar in the customer's mind and helps define what a good or bad experience is. Moments Matter One of my favorite CX themes is Creating Moments of Magic®. This concept originated from Jan Carlzon's Moment of Truth principle, which states that any time a customer comes into contact with a company, however remote, they have an opportunity to form an impression. With all of these interactions, we want to create Moments of Magic®, experiences that always meet and sometimes exceed a customer's expectations. The key word is always. Every interaction must be consistent and predictable. When that happens, you've created an amazing experience. If you consistently do what customers expect, they come back. Why would they take a chance on doing business with anyone else? Learn and Copy from the Best If customers compare us to their best experiences, it makes sense that we should strive to provide them with a similar experience. But most of us can't copy Amazon or Apple. What we can do is learn from them. What do Amazon, Apple or any company we admire do that we really like? Is it something we can do too? These questions force us to look beyond our industry for best practices, which can give us a tremendous competitive advantage. Keeping Up Change is happening faster than ever, especially with AI-fueled capabilities. Just 10 years ago, the cost to create AI solutions could be hundreds of thousands of dollars or more. Today, it's affordable for small businesses. That means almost any company, big or small, can deliver an AI-enhanced experience. And that includes your competition. So, if you're not keeping up with technology, you risk falling behind in two areas. First, your competitors may pull ahead with tools that make them faster, smarter and more efficient. Second, you may lose customers to those competitors, and once they're gone, winning them back won't be easy. The Difference Between Today's Innovations and Tomorrow's Expectations Nothing has changed in the world of customer service and CX, particularly as it relates to addressing problems and complaints. And nothing will change in the future. The first complaint letter on record dates back to around 1750 BCE and was carved into a stone. It is displayed in the British History Museum. The customer, Ea-nasir, was unhappy. All he wanted in the end was to be happy. That's the same for today's customers and for future customers. Nothing related to customer expectations has or will change. However, the way we go about making our customers happy has changed. That's where innovation and technology come into play. Preferences for Customer Support Are Changing While the outcome customers want is to be happy, just as innovation is changing, so are the customers' habits for connecting with a company. Our CX research finds that nearly seven out of 10 customers (68%) still prefer to use the phone as the first way to communicate with a company. However, six out of 10 customers (62%) expect AI technologies to become the primary mode of customer service in the future. But we can't forget, in the end, they still want to be happy. The Right Technology Many companies have older 'legacy' systems that have not been replaced. The investment in these systems was expensive. As newer technology becomes available at a fraction of the price, it's essential to consider replacing the old with the new. Go back and read the paragraph on 'Keeping Up,' which makes the point that you can't afford to lose ground to a competitor because you didn't keep up with the technology. As mentioned, the price for the right technology is lower than ever with greater capabilities. The right solution should be able to integrate with other software, creating a hub that doesn't require employees to switch from one program to another. In addition, a new solution that is cloud-based should be easy to upgrade. This is what new technology—the right technology—offers. Big Changes Start at the Top Even with the latest and greatest technology, if you really want to impact CX, it starts at the top with leadership. Customer service isn't a department, and customer experience isn't just a strategy. It's philosophical and cultural. A CX initiative must be part of the company's DNA. It needs to be part of everyone's job, from the CEO to the most recently hired. Final Words The exponential customer isn't just a buzzword. It's a new reality. My conversation with NiCE reinforced the idea that staying ahead in customer experience requires more than just tools. It takes vision, leadership and a commitment to constant improvement to meet and exceed customer expectations. Thanks again to NiCE for inviting me to share my thoughts and dig into what that really looks like.
Khaleej Times
04-07-2025
- Business
- Khaleej Times
CX Evolve UAE 2025: How top brands use tech to build customer loyalty, trust
Presented by Khaleej Times under the KT Events banner, the 5th edition of CX Evolve UAE returns to Dubai on August 28, 2025, hosted at the iconic JW Marriott Hotel Marina. As customer experience moves from buzzword to business imperative, this flagship summit is building up to the grand unveiling of the UAE's top CX leaders, bringing together marketing visionaries, government pioneers, and transformation champions ready to redefine how experience drives growth in a digitally accelerated era. In 2025, experience is no longer reactive; it's predictive, intentional, and measurable. With AI, behavioural analytics, and emotional intelligence reshaping the CX playbook, CX Evolve UAE 2025 explores how organisations are building adaptive, ethical, and scalable CX ecosystems that deliver impact at every touchpoint. From data-led personalisation and purposeful design to responsible AI and internal transformation, attendees will get a front-row seat to how leading brands are turning customer experience into a true competitive edge. Confirmed brands shaping the conversation include: Etisalat, Majid Al Futtaim, Banque Misr UAE, Cigna Healthcare International Health, Ogilvy, Samana-Group, GMG, and many other prominent brands, all set to share trailblazing insights, real-world case studies, and their vision for the future. Set against the UAE's dynamic digital-first economy, CX Evolve UAE 2025 offers unmatched insights into how top organisations are breaking data silos, embedding empathy into automation, and cultivating internal cultures that deliver consistent, emotionally intelligent customer journeys. From finance to the public sector, healthcare to retail, this summit is where leaders discover how to align technology with human insight to build trust and loyalty at scale. For solution providers, the summit provides direct access to the C-suite, innovation officers, and transformation heads seeking next-generation tools, platforms, and partnerships to elevate experience strategies. Partnering with CX Evolve UAE means stepping into the heart of one of the world's most advanced customer experience ecosystems. For brands, platforms, and CX enablers, this is your stage to connect with decision-makers, demonstrate ROI-driven solutions, and shape the regional dialogue around experience innovation.
Globe and Mail
03-07-2025
- Business
- Globe and Mail
Simply Contact Releases Whitepaper on Managing Airline Customer Support Surges
Simply Contact announced the release of its latest whitepaper 'Aviation's Highs and Lows: Adapting Customer Support to Volume Spikes.' The whitepaper includes actionable insights from seasoned CX professionals and offers data-driven strategies to manage surges in customer support demand efficiently. Warsaw, Poland - Customer support teams are on the front lines of passenger experience. Seasonal booms, weather disruptions, regulatory shifts, global events, and many other factors directly influence the volumes of customer inquiries. They come via multiple communication channels and often in real-time, which adds extra pressure on agents. Without the right strategies in place, these surges can overwhelm internal teams and negatively impact service quality and brand reputation. This whitepaper provides aviation companies with actionable guidance on how to forecast customer service spikes, scale operations efficiently, and build a support system that turns pressure into opportunity. 'At Simply Contact, we know that delivering consistent, high-quality customer support during peak times is not just an operational goal. It is a competitive advantage,' said Ellina Bronnikova, Chief Marketing Officer at Simply Contact. 'Our new whitepaper explores how data-driven forecasting, smart workforce planning, and flexible support models can help airlines manage spikes in demand and build long-term resilience in their CX operations.' The provided materials are based on real-world experience from Simply Contact's aviation projects. Tamara Maleta, Project Manager of a dedicated airline support team at Simply Contact, played a central role in developing the whitepaper and contributed her extensive practical knowledge in scaling operations and adapting workflows during crises and peak periods. Key topics covered in the whitepaper: When and why peaks in airline support happen; How to use historical data, live operational signals, and external indicators to predict such spikes; Strategic workforce planning for scaling support teams efficiently without sacrificing quality; The role of automation, chatbots, and self-service tools in optimizing agent workload; How outsourcing helps to maintain service consistency and manage unpredictable demand. Download the whitepaper now and learn how to turn demand spikes into your competitive edge. About Simply Contact: Simply Contact is a leading provider of customer service outsourcing. It helps businesses in aviation and other industries deliver exceptional experiences at scale. With a strong focus on flexibility, efficiency, and quality, Simply Contact is a trusted partner to companies worldwide in managing complex customer support needs. Media contact: Ellina Bronnikova Media Contact Company Name: Simply Contact Contact Person: Media Relations Email: Send Email Country: United States Website:
