How important is customer experience (CX)? To use the word “vital” is putting it mildly: Buyers now use it as the critical gauge of a brand’s value and dependability. That in turn has made CX the most sought after and measured differentiator in almost every industry. As practitioners of CX, that really excites us.
Another reason to be excited is that today is CX Day, an opportunity to “connect CX professionals from around the globe to celebrate customer experience.” We place the value of CX Day firmly on the latter half of that definition: It’s all about the customer. Retailers, banks, utility providers, public agencies, and other organizations are hungry to understand and meet modern, ever-evolving needs across every customer touchpoint. Being able to provide businesses like those with the data, tools, and insights to drive their voice of the customer (VOC) initiatives is truly an honor. What makes it satisfying is to know we’re helping them make a difference for their own customers:
“Our goal is not just to meet our customers’ expectations, but to exceed them whenever possible.” — Mark Neutze, EVP, Store Operations and Real Estate, Tailored Brands
“All executives, regardless of which businesses they run or which part of the world they focus on, agree on one thing: We want winning customer engagement.” — Raj Rao, VP of Global eTransformation, 3M
“Data is good, information is better, and intelligence is great. It’s made a huge difference in our ability to get closer to our customers and understand the customer journey.” — Ron Myers, Corporate Marketing VP, Advanced Micro Devices
The reason we’re able to make a difference for these and other customers is the proven methodology behind our tools and processes. It’s unique in the industry and allows us to:
- Measure everything. The customer journey is complex — every touchpoint holds important data.
- Focus on outcomes. Predictive analytics reveal which outcomes help your business the most.
- Prioritize with certainty. Patterns in the data ensure we focus on the right CX improvements.
- Learn from benchmarks. Deep context helps drive decision making throughout the company.
We’re thrilled that CX Day is helping to highlight the work being done by organizations that want to give their customers superior service. It helps makes the point we try to make every day: that CX has become the driving force behind customer loyalty, confidence, and conversion. And we’re celebrating CX Day in each of our offices with local events to recognize our employees for their hard work and devotion to customer experience.
If you’re interested in learning about how CX is impacting retail, banking, and other industries, download our research and reports. Now, in honor of CX Day, it’s back to work!Categories: Events