In today’s increasingly competitive business landscape, an innovative customer experience (CX) is no longer simply a nice-to-have but it’s a must-have. An effective Customer Experience strategy has the power to transform customer perceptions of your company, build loyalty and trust, and set you apart from your competitors.
But more than that, an innovative CX can have a profound effect on the corporate culture of your organization as well. By encouraging collaboration between teams and departments to create a unified customer experience across all touchpoints, companies can create an environment that is more influential and powerful when it comes to delivering value to customers. By leveraging technology such as artificial intelligence and using data in creative ways, businesses can develop new solutions that are not only tailored for customers but also drive real business impact.
With customer experience (CX) being a critical component for an organization’s success, it is essential for modern CX people to understand the holistic experience that is composed of three different algorithm nuances: Social, Search, and CRM. By understanding these algorithm nuisances, CX people are able to create an immersive and personalized customer experience that will keep their customers engaged and satisfied.
Get more insights in this podcast, where CX Industry Influencer, Dennis Wakabayashi, and Dean of Global Leadership Development, Melissa Wood, from Etech Global Services unpack the innovation around Customer Experience and explore why people love innovation but hate change.
In this podcast, we cover the following:
- How have customer expectations have evolved over the years and what are some of the new trends that companies need to be aware of
- Examples of companies that have successfully used innovation to stay ahead of changing customer expectations
- How can companies balance the need for innovation with the need for consistency in their customer experience
Speakers:
Dennis Wakabayashi – CX Industry Influencer, Team Wakabayashi
Melissa Wood – Dean of Global Leadership Development, Etech Global Services