Week of October 14, 2024

Elevate Your Customer Experience Strategy with Marra CX Hub’s Weekly Insights 

We know it’s hard find time to keep up with the continually evolving Customer Experience (CX) landscape. We’ve got you covered.

Every week, we bring you the Top 3 CX Articles, handpicked by us to help you stay on top of the latest trends, insights, and innovations. Dive into the latest CX game-changers and empower your team with the knowledge they need to create unforgettable customer journeys that drive brand loyalty.

Master These 10 Advanced Communication Techniques For Superior Customer Service

(CX Today, Anwesha Roy) Customers today are bombarded with automated responses, while what they truly seek is that rare, human touch. That is why advanced communication techniques matter in customer service more than ever before. Here are 10 ways your agents and sales team can improve the quality of service, by simply transforming their communication style. 

https://www.cxtoday.com/wfo/master-these-10-advanced-communication-techniques-for-superior-customer-service/

Gary’s Take: This is good stuff, especially the discussion of active listening. Of course, you have heard me say over and over that people do not want to talk to bots. When seeking help or assistance, they often want the human touch. Only the human element can truly build rapport or de-escalate a heated customer.

Using Display Technology to Enhance CX Back End Operation 

(Fastcasual.com, Misty Chalk) Almost every customer-facing industry has shifted to meet Gen Z and millennial preferences. The restaurant industry is no different….However, many feel their restaurants could further advance their technology efforts.

https://www.fastcasual.com/blogs/using-display-technology-to-enhance-cx-back-end-operations/

Gary’s Take: With the hyper-focus on AI and automation, I think we overlook other simple, tangible ways to enhance service, efficiency, and, subsequently, experience via other means. I have noticed the rise of display technology recently, and it seems to be a way to make a difference and build an immersive environment if done well. Here’s an interesting piece by Misty breaking it all down for you!

Is an AI-Centric Strategy REALLY the Best Option In Enterprise Communications?

 (CX Today, Podcast–Charlie Mitchell hosts Dominic McDonald, CEO of ULAP and Dom Black, Growth Director & Principal Analyst at Cavell)

CX Today’s Charlie Mitchell introduces a discussion about whether an AI-centric strategy is REALLY the best option in enterprise communications?

For this discussion, he’s joined by two industry experts:

• Dominic McDonald, CEO of ULAP
• Dom Black, Growth Director & Principal Analyst at Cavell

https://www.cxtoday.com/contact-centre/is-an-ai-centric-strategy-really-the-best-option-in-enterprise-communications-ulap/

Gary’s Take: In my weekly quest to find you something interesting, I must weed through the endless sea of articles promoting AI for anything and everything. Thankfully, as I was almost ready to give up, I found this Podcast question whether AI is really always the best bet and how an AI Centric Strategy might not be the best option…. “It’s not inheritantly good or bad”! Yes! Great job!