Forrester’s Post

Bad experiences will undermine and destroy the best plans and efforts. This is why my colleague Andrew Hewitt and I published the report on The Future of Experience is Human Centric. Forrester clients can read the full report here: https://lnkd.in/eWrTpJ2M If you're not a client, you can read the #Free blog here: https://lnkd.in/eTvUQY6Y

🌟 Attn: Customer Experience Leaders! Forrester recently released insights on declining customer experience scores. It's a critical reminder: Successful AI implementation hinges on balance. While self-service options are invaluable, human touch remains irreplaceable for complex or emotionally charged situations. The key? Striking a seamless blend of AI and human support. This synergy not only enhances customer satisfaction but also fosters long-term loyalty. Let's discuss how to achieve this balance effectively! What are your thoughts on integrating AI without compromising on personalized customer care? 🤔💬 https://lnkd.in/gnE4jb-w

📉 US Customer Experience Quality Hits Record Low! 🛍️Forrester's 2024 CX Index reveals a significant drop in US consumer perceptions of customer experience (CX) quality. The decline affects effectiveness, ease, and emotional connection across various industries. ™️Notably, 39% of brands saw significant declines, with only airlines showing improvement. Even top brands struggled to maintain their elite status. 👉Read the full analysis and insights on improving CX here: https://hubs.ly/Q02D0n760 #CustomerExperience #CX #Forrester #BusinessInsights #CXIndex2024

So maybe you have an idea of what customer experience (CX) is, but you’re not sure how to measure it or what metrics and KPI's you should track... Want to sift through the clutter? Check out our recent blog post: "6 key metrics in measuring customer experience", where we break down six crucial CX KPI's to track in order to get a complete picture of your customers' preferences and needs. Read more here: https://lnkd.in/e5acJcQV #CX

What is your #1 pain point when it comes to Customer Experience (CX)? Is it data overload, non-responsive customers, it’s boring, no accountability or lack of outcomes, you can’t personalise the feedback to team members or CX isn’t having any impact on your business growth? Whether it’s one of the above or something else that’s frustrating you about your current CX program, there are solutions to your problems. Join Feedback ASAP on Thursday 14th March from 10am till 10.45am to present, ‘Going Above and Beyond Net Promoter Score (NPS) and Discover The Future of Customer Experience (CX) and How Superior Programs Drive Business Growth’. What is your #1 pain point when it comes to Customer Experience (CX)?

Find out how to enhance #customerexperience from awareness to retention in our comprehensive guide. Read this blog to explore the nuances of customer experience, challenges, and best practices for achieving excellence #cx https://hubs.ly/Q0273-1P0

Customer service journeys are complicated — they’re inefficient, costly and deliver poor customer experience (CX). Learn how to enable better self-service containment and improved CX in our live webinar: https://gtnr.it/3XtL8ya #GartnerCSS #CustomerService #CustomerExperience #Webinar

Have you joined the CX revolution yet? Investing in Customer Experience (CX) is crucial for business success. It builds customer loyalty, drives revenue growth, and enhances brand reputation. By prioritizing CX, companies can differentiate themselves from competitors, create lasting customer relationships, and turn satisfied customers into brand advocates. In today’s competitive market, exceptional customer experience is not just an advantage; it’s a necessity for sustainable growth and profitability. Stay ahead by joining the CX revolution with Arthur Lawrence! Watch out this space for more. #ExceptionalCustomerExperience #BrandLoyalty #CXSpecialists #CXExperts

In today’s competitive business landscape, customer experience (CX) is no longer a differentiator; it’s necessary. A positive CX can turn one-time buyers into loyal brand The post Is Your CX Driving Customers Away? appeared first on CXService360. https://lnkd.in/dzYzthdv Is Your CX Driving Customers Away?

As customer expectations continue to rise, brands must keep up with the ever-changing landscape of customer experience. "Speed, as in delivery and response times, is an essential part of customer experience, and it will only increase as the companies and brands that get it right put pressure on all the others." As shared last week in part one of Customer Service and CX Predictions for 2024, your organization is being compared to your customers best customer service experiences - and delivering on customer expectations for fast delivery and response times is key. Check out Forbes' ten Customer Service and CX Predictions for 2024 part two for more #customerservice #CX #2024predictions https://lnkd.in/gSjPzUDB