Need: Customer Experience

Increasing Market Competitiveness by Improving Customer Experience

  • Design an intentional experience

  • Make it easy for customers to be successful
  • Evoke positive emotion in every interaction

  • Listen along the entire customer journey

  • Quantify the experience

  • Use data to drive engagement decisions

What is Customer Experience?

Customer Experience (CX) is the perception that customers have of their interactions with an organization. CX with a brand begins at the first point of contact and continues through all touchpoints in the relationship. Help your customers successfully complete tasks with low effort and positive emotion.

Getting the CX Equation Right

Much research has been done to identify contributing factors to positive customer experience. Eighteen influences can tip the scales to increase or decrease customer satisfaction.

Data Insights Drive Decisions

Listening to customers, through both human and digital channels, empowers the institution to make data-driven engagement decisions. Properly placed listening posts and feedback loops help isolate points of customer friction. This informs the appropriate response to reduce the risk of a negative customer experience.

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