Utilizing Customer intelligence to personalize their experience, and engage and anticipate their needs. Create Secret Service systems that easily enable front-line employees to personalize the Customer’s experience by engaging them and anticipating and delivering on their needs. Having great standards is not enough, you now need to systemize those standards in order for them to be realistically delivered on a consistent basis.
Customer Experience + AI “As AI gets more efficient and accessible, we will see its use skyrocket,turning it into a commodity.” –Satya Nadella, CEO of Microsoft Can an interaction with an AI be better than one with a human? Think about that. When I read this in a report titled “The Experience Gap: AI’s Imminent Impact on CX,”… Read Full Article
Get Gifting Right Too many companies send generic gifts (company swag or a Starbucks gift card) out to their clients as thank-you gifts. If you want to stand out, get gifting right, you need to personalize your gifts. Watch the following 60-second video on how we WOWed Jesse Cole, founder of the Savannah Bananas, someone… Read Full Article
Is Customer Experience Broken? According to a recent report from WSJ Intelligence and Code and Theory: 93% of C-suite executives surveyed say their organization’s customer experience (CX) is “broken.” At the same time, 94% say that CX strategy contributes directly to business success. Reasons Why CX is Broken for so Many Brands The report shared the significant reasons… Read Full Article
Chewy’s Legendary Above & Beyond Story Congratulations to the CXEA Class of 2025 We are thrilled to congratulate the following executives who just graduated from our Customer eXperience Executive Academy: Ty Smalstig, Director of Member Assistance at PSECU, Alicia Anderson, Human Resource and Talent Acquisition Business Partner Manager at PSECU, Steven Olson and Captain Teddy… Read Full Article
Spirit Airlines Files for Bankruptcy, Again It doesn’t matter how cheaply you sell your services and products; customers will not buy from you if your customer service is lousy. Spirit Airlines, the most hated brand in the US, has filed for Chapter 11 bankruptcy protection for the second time in less than a year. This… Read Full Article
Do You Really Need a CRM Degree? Here’s a Better Alternative… When CX business leaders consider advancing their careers, one option that often comes up is pursuing a customer relationship management (CRM) degree. After all, customer experience has become a top differentiator in today’s market, and organizations that excel in building relationships gain a significant… Read Full Article
Rolling out new Customer Service content to an entire organization has never been simple—and today’s hybrid workplaces make it even more complex. With employees splitting time between remote work and the office, the challenge is no longer “What do we share?” but also “How do we reach everyone effectively?” One organization, PSECU (Pennsylvania State Employees… Read Full Article
We used to go to dinner, but now we order through apps like DoorDash. We used to go to the stores, but now we buy online. We used to work in offices, but now we work from home. We used to meet potential dating partners at social events, but now we swipe right on dating… Read Full Article
“…all Americans deserve good service. When folks pick up the phone and ask for help, they shouldn’t have to deal with AI robots or be routed to someone across the world. This bill puts American workers first and ensures people can talk to a real person who understands them when they need help,” said Senator Jim… Read Full Article
A central part of Starbucks’ turnaround strategy—led by CEO Brian Niccol—is a renewed emphasis on human connection between employees and customers, shifting away from a tech-heavy approach. More than five years after introducing mobile-order-only pickup stores, the company is phasing out the concept, citing a lack of the inviting atmosphere it aims to cultivate. Starbucks… Read Full Article
