Marra CX Hub Top 3 CX Articles for the Week of July 8, 2024
WEEK OF JULY 8, 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! 🔥
Building a CX Program from the Ground Up: Insights from a Head of Client Experience
(CX Today, Rhys Fisher with Freya Elliott) Freya Elliott reflects on her recent time at NZ Funds, discussing everything from the differences between client and consumer experience to how to maximize customer insights without a formal VoC program.
Gary’s Take: This one struck a chord with me, given my background in Investment Servicing. I witnessed first-hand how the need for a focus on investment performance, operations, compliance, and regulatory issues can take precedence over a dedicated client experience effort. I was curious to see how Freya tackled this challenge.
The Role of Customer Success is Changing and it’s Having a Direct Impact on Revenue Growth
Karen Budell, At the end of the day, customer success is in the business of helping customers or clients achieve their most desired outcomes. Done well, CS generates not just customer retention but expansion and growth opportunities.
https://blog.totango.com/the-role-of-customer-success-is-changing/
Gary’s Take: This is an interesting piece that, while promoting its own product, points out some value-added activities that most will find helpful. To note, NPS alone is not a measure of success; value attainment is, and cross-functional collaboration is vital to the customer journey. This should come as no surprise to most, but why is it so hard then?
Moving Beyond Personalization to Hyper-personalization
(Annette Franz) According to Salesforce, 51% of customers expect that brands will anticipate their needs and make relevant suggestions before they make contact – by 2020.
It’s now 2024. Did brands meet that expectation? (You tell me.) And what’s the updated statistic?
According to Statista, the percentage is now up from half to three-fourths of customers. In a recent global survey, they found that 74 percent of respondents expect personalization when they share more personal data with businesses. And 73 percent anticipate a more-personalized experience as the technology advances, and 64 percent expect that when they increase their spending.
https://cx-journey.com/2024/07/moving-beyond-personalization-to-hyper-personalization.html
Gary’s Take: Annette is on point as always, scoping out the benefits and challenges of hyper-personalization. It’s like she wrote the article just for you… 😉
