Marra CX Hub Top 3 CX Articles for the Week of June 24, 2024
WEEK OF JUNE 24, 2024 throuugh June 28, 2024
🔥 The CX world is constantly evolving with new content being shared daily 🔥
Don’t get left behind in the heat of customer experience innovation! Each week, we’ll cut through the noise and deliver our Top 3 CX Articles to you right here on Marra CX Hub!
Brace yourself for the hottest CX trends, insights, and game-changers that’ll keep your brand on fire! 🔥
Why Your Contact Center Needs Email Integration
In the realm of modern omnichannel contact centers, email is often considered an outdated channel compared to instant messaging channels like live chat, WhatsApp, and social media. However, while frequently overlooked, it remains a crucial tool in the customer service arsenal.
CX Today by Linoy Doron
https://www.cxtoday.com/contact-centre/why-your-contact-center-needs-email-integration-localmeasure/
Gary’s Take: A simple piece on not overlooking the importance of email in customer communications.
Customer Evidence: The Proof is in the Pudding!
JC Quintana Potential clients are not just looking for promises; they want concrete evidence that a product or service can deliver on its claims. This is where “Customer Evidence” becomes a pivotal tool in establishing credibility.
Gary’s Take: I love this concept of “Customer Evidence.” While I think most of us do this to a certain extent, or at least try to, JC’s article clearly defines it and provides a plan to incorporate it into your strategy.
CTDOT releases progress report on CX Action Plan
(Mass Transit Magazine) The Connecticut Department of Transportation (CTDOT) has rolled out its Customer Experience (CX) Action Plan Annual Progress Report highlighting the efforts being made to improve transit in the state. The CX Action Plan is a vision for the future of public transportation in Connecticut based on customer priorities and feedback. CTDOT held pop-up events, conducted focus groups, collected thousands of survey responses and interviewed dozens of stakeholders to develop the CX Action Plan.
Gary’s Take: A nice example of how CX can help more than just brands or for profit companies. The CTDOT put a nice CX Action Plan in place, the first of it’s kind in the state. We will be tracking it’s progress!
