Blogs

You can tell as a customer when a business goes above and beyond for you because it feels different!... I loved to see how Calendly applied customer-centric practices when it was needed the most. It basically tries to address the hassle of arranging meetings and appointments, a problem that plagues many businesses. Businesses may easily plan any form of meeting or appointment thanks to the user-friendly UI. Due to remote working throughout the epidemic, Calendly experienced tremendous growth.

Ford launched Ford Smart Mobility LLC in 2016 with the aim to develop digitally enabled cars with improved mobility and emerge as a leader in connectivity, mobility, autonomous vehicles, the customer experience , and data and analytics.

Michael G. Bartlett - the Director of Experience Innovation, JMARK , said in the Clootrack 102-CX Experts Report , “The biggest challenge any brand typically faces when trying to understand their customer's experiences is themselves; they won't get out of their own way so that they can focus on their customers.”... But how’d you do that? 66% of customers expect businesses to understand their needs. What does it take for executive leaders to be accurate when understanding customer perceptions and expectations?

"The most important challenge companies face is keeping their employees motivated. This is part of the employee experience which is fundamental in customer-centric culture. The employee experience is a key challenge nowadays because employees are going through many life difficulties. Above all... Moreover, the report suggests that the inability or unwillingness to create compelling experiences for employees is a big challenge they face while delivering customer experience.

Businesses must have a 360-degree view of all the customer interactions on ALL channels (face to face, phone, web, mobile, SMS, chatbot, etc.).

Is there an alternative? Yes - the best one. Data.... A data-driven approach helps you achieve customer empathy more effectively. Why'd anyone run a company on empathy alone when there are ways to quantify it?

"One of the biggest challenges companies face when trying to improve Customer Experience is not getting the basics right. There is no point in designing an all-singing, all-dancing, mega-experience when your basic journeys are broken. Sometimes it's not about delivering the 'best' but delivering 'good' consistently," says James Dodkins , the CS Ambassador at Pegasystems, who participated in the CX 102 study .