Understanding consumers with social...
Introducing the new face of CX
Customer Experience (CX) has never been so important. We provide the perspectives you need to create next generation CX and deliver at scale.
Customer Experience (CX) has never been so important. We provide the perspectives you need to create next generation CX and deliver at scale.
Insight into the context in which people use technology and digital devices is key to creating more meaningful experiences. Rather than forcing the adoption of technology on to consumers, brands must first consider the human context in which they engage with technology.
Alignment between customer need and internal business process is critical. The right digital infrastructure connects the two to deliver fluid, personalised customer experience.
Great CX requires a blend of skills from across the business. Companies often focus on marketing-led, front-end initiatives without fully considering the importance of middle and back office functions. The C-suite must drive the orchestration of creative and technology know-how to ensure successful CX programs.
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For CX initiatives to flow across organizational boundaries, internal delivery teams need to be integrated from day one. Digital engineering is a progressive approach that combines organizational agility, automation and cloud infrastructure and apps to deliver success.
Deployed in the right context, AI can deliver a transformative impact on customer experience. It can offer a human-quality interface supported by continual learning to make CX faster and more personal.
Customer experience can make or break a business today. Its strategic value means CX is no longer the responsibility of a single role or department: the whole organisation must be aligned to a common customer purpose.
To achieve this, you need to take a multi-dimensional approach to how you plan, design and deliver CX. It means bringing together diverse internal and external teams that can uncover deep customer insights, re-orient business processes around those needs and quickly build dynamic applications that respond to them.
The leaders in CX will successfully integrate these different perspectives to deliver amazing experiences that drive customer loyalty and sustainable growth.
AI and automation are changing our way of working and the tasks we take on. Discover 21 new professions that will emerge over the next decade. And understand how you can prepare your business for it.
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