5 More Strategies to Keep Your CX Program Fresh! (Revive Your CX Program – Part 2)
Continuing from our last post, where we explored the first five strategies to breathe new life into your Customer Experience (CX) program, this second part offers five more ideas to ensure your CX efforts remain relevant, engaging, and impactful. 6. Rebranding Competition A CX program with a clear identity can significantly enhance its visibility and […]
Revive Your CX Program: 5 Strategies to Inject New Life into Your CX Program (Part 1)
Even the most well-established Customer Experience (CX) programs can become “stale” over time. This staleness often arises from a lack of fresh insights, dwindling staff enthusiasm, or the failure to adapt to new market dynamics. Without periodic reinvigoration, these programs risk not only underdelivering on their potential value but also disappointing the very customers they […]
How Voice of the Customer Software helps with Consumer Duty
If you’re in the Financial Services Sector, the chances are you’ve already heard of The Consumer Duty. This new set of rules by the FCA sets a higher expectation for the standard of care that firms across the financial services industry give to consumers in retail financial markets. Because of the focus on “putting the customer […]
The Role of an Exec Sponsor
It’s not hard today to find a CEO or company who proclaims to be customer focussed. In the past, customer experience and associated metrics such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT) were often seen as “fluffy” initiatives. These programs were typically left to a mid level team within the marketing or analytics […]
Pre-Empting Churn: Your Customer Crystal Ball
One of the main promises of Customer Experience (CX) Programs is their ability to help you save at risk customers. In its simplest form, it works like this: Beyond this simple “closed loop” approach, many companies have gone further using statistical analytics to predict churn risk or lifetime value based on a customer’s survey score. […]
Customer Experience Programs – Mind the “Engagement” Gap
So you’ve just launched your Customer Experience Program. After months of researching vendors, securing budget, procuring the right software and finally wrestling with a complex implementation, you can finally sit back and relax as the feedback rolls in and your organization diligently works through and follows up on all responses. Soon you’ll be the most […]
Higher Oak Joins The Alida Partner Network
Alida, a leader in Total Experience Management (TXM), today announced Higher Oak, a provider of tailored Experience Management solutions, will join its Partner Network to deliver elevated customer experience (CX) and insights to industry-leading organizations. “As customer expectations continue to rise and their voices become amplified online, managing customer experience has never been more important. […]