A well executed customer experience program will bring value. Seeing this value isn't always intuitive. Join McKinsey & Company consultants, Alex Rawson and Joel Maynes as they show how to link value to customer experience to deliver stacked wins.
Machines, including our smart phones, tablets and robots, are getting better at reading our emotions. So called 'Affective Computing' is making major strides forward and the possible applications are both fascinating as well as frightening.
It occurred to me last night that, if Customer Experience was a human body, personas would be healthy eating. Just like we know we should have and need personas, we all know we should and need to eat healthy. But both can be hard to do and, like the debate I had with myself last…
Via Fred Zimny
FSU Researcher Uses Machine Learning to Improve Suicide Prediction A groundbreaking project led by a Florida State University researcher makes an exponential advance in suicide prediction, potentially giving clinicians the ability to predict who will attempt suicide up to two years in advance with 80 percent accuracy. FSU Psychology researcher Jessica Ribeiro feels an urgency …
Alexis Brantes's insight:
Understanding the human behavior is a great help from AI to improve the bad experiences and prevent suicide.
Human emotion is a primary driver of how people feel about brands and the extent to which those feelings — along with needs/wants — drive spend. This basic reality sits underneath customer experience (CX) initiatives, as one of CX’s core objectives is to design experiences that evoke emotions that drive affinity and spend.SEE ALSO: The Customer Experience Revenue Growth Equation Holds True In Europe Download this exclusive report from Forrester to learn about:
A customer-centric culture is a system of shared values and behaviours that focus employees’ activity on improving the customer experience in order to win, serve, and retain customers. Everyone knows that embedding customer obsession into an organisation’s culture matters. Ninety-seven percent of respondents to a Forrester survey said that their company talks about the importance of customer experience to employees and other stakeholders at least some of the time.
Alexis Brantes's insight:
Forrester's Indicators of an Effective Customer-Centric Culture Transformation | @scoopit http://sco.lt/...
Do you know the differences between CX and UX? If not, it could be damaging the way you do business. There’s a lot of confusion when people and companies talk about customer experience (CX) and user experience (UX). Some think they are the same discipline, and use the terms interchangeably. Others assume they serve the…
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