Thursday, September 1, 2022

Put Your Things Together for an Awesome Customer Experience

Great CX requires customer-centricity in business processes and a lot of great data-driven execution.

“Customer Experience Is Today's Business Benchmark,” as per Forbes.

The art of crafting an awesome customer experience relies mainly on the three touchpoints of the customer journey: people, process and technology. In fact, it all simmers down to your customer's perception of your brand. CX is the sum total of every interaction your customer has with your business, pre/post sales. Materializing this in terms of hard business practices is more complex than it seems.

Prioritize a People-First Culture

Let’s see how different departments in an organization can contribute to improving CX:
  • Marketing
  • Product Management
  • Information Technology
  • Human Resources

Building Strategies to Integrate Processes

Once you are able to identify the touchpoints that need rectification depending on customer data, you can modify the CX metrics that will serve you in the process of collecting feedback. 

Adapt Your Tech Stack

  • Customer Insights and Data Analytics
  • Customer Data Platforms (CDPs)
  • CRM
  • CX Metrics

Personalizing digital experiences for customers at scale has the potential to transform your CX journey. The magic can only be created when you put all elements together and start experimenting to learn what works.


Published on CMSWire.com.

Tuesday, August 30, 2022

Panel speaker at Digital Confex conference - Beyond Digital

Conference: Beyond Digital
Date: August 30-31 5, 2022

Topic: Transformation of Digital Landscape - Focus on Your AudienceSocial Media and transformation of the digital marketing landscape. 

  • LinkedIn and the transformation, with regards to the B2B marketing. 
  • Achieve consistency in the delivery of customer experience in both offline and online channels, putting O2O in perspective. 
  • Personalization & targeting drives stronger engagement & a higher ROI. 
  • Cookieless future.
  • Voice of the Customer & the digital Customer experience strategy.
  • Voice & personality for optimal customer experience across their marketing channels and touch-points.




Other Panel Speakers:
  • Song Ju Stephanie, Area Director Digital Marketing, Loyalty & Partnership, Accor 
  • Roberta Canetti, Director Social Media, One Nest Italia 
  • Jasylin Qiyu, Head of Client, Digital Channels and Content Marketing, Citibank Singapore 
  • Amrita Lal, Senior Client Solutions Manager, LinkedIn 
  • Seyla Fontao, Digital Marketing and eCommerce Lead Manager, Mattel

Are Pseudo Metrics Taking Over and Driving CX Strategies?

Tying metrics to system strategy is a loophole in your organisational architecture. The perils of blindly using it can result not only in un...