It’s Time to Break from the CX Pack

With Laser Focus and Lightening Speed

Have you heard the phrase Customer Experience so many times that, sometimes it seem like the whole thing has gotten a bit… boring? If you are, Steve Berry at Worthix is guessing you’re not alone. In a recent article, he reflects on how quickly the concept of CX has infiltrated the retail – and media – consciousness. And he cautions us all to get innovative and move at the speed of light in order to win the CX battle for customer loyalty.

In fact, he predicts, the greatest CX risk we face in 2020 in not taking any risks at all.

You can check out his article here. And if you’d like to know more about how Skybridge Americas can help you deliver superior experience to your customers, please reach out. We would love to learn about your business goals and how we can help you meet them!

None of these suggestions are one-and-done steps. They take time, deep commitment and serious financial investment. But, especially in today’s fierce hiring environment, they’re what it takes. At Skybridge Americas, we ensure superior customer experience by creating high performing teams of highly talented customer care agents. If you’d like to know more about how we can help you achieve your goals, please reach out. We would love to talk!

2019 Customer Experience Trends in Retrospect and Our 2020 Vision

by Steve Berry

Look, this is the only year we get to cash in on the 2020 vision jokes.

I know you’re rolling your eyes. I know.

Speaking of rolling, I hope you used your vacation days this year in case they don’t roll over. 2020 approaches, and it’s been an interesting, exciting, and concurrently stressful year for the Customer Experience industry. We’ve talked to influencers, thought leaders, practitioners and scholars from all over the CX map, and we’re drawing up our battle plan for next year as we speak.

It comes in two phases: What trends we learned from this year, and what we predict will be major battlegrounds in the very near future.

What we learned from 2019

  1. Customer experience has taken hold of the mainstream media.You know how we know? Radio ads. If there were any CX hipsters left out there, they’re long gone by now. The word ‘experience’ is popping up again and again in ad campaigns. For us CX professionals, that means a lot of businesses are looking for solutions to their experience initiatives, which means potential customers. For consumers, it means businesses are listening, which is good all the way around.
  2. CX has become the new corporate culture standard.We’ve been hearing the words ‘customer centric culture’ from just about everyone this year. The new expectation is that companies are always in tune with their customers’ needs and concerns. New companies entering the market are implementing it right off the bat, and legacy companies from all industries are scrambling to adjust their service mindsets to keep pace with their nimbler counterparts. It’s an opportunity you don’t want to miss.
  3. Tech and methodologies for quantifying CX are improving rapidly. The main struggle for CX operatives in recent years has been validating their efforts through clear, data-driven results that they can pass on to their exec board. Until recently, that was almost unreasonably difficult to pull off. Advancements in AI, Machine Learning and survey methodologies have made it not only possible, but profitable to invest in CX initiatives, because now we knowwhat to measure and why, and we can do it at record pace.

Read the entire article here >

-Bobby Matthews

Senior Vice President, Sales and Marketing
Skybridge Americas
bmatthews@skybridgeamericas.com

 


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