“Good customer experience drives customer loyalty. In other words, companies that deliver a better customer experience tend to retain more of their customers, get more incremental business from their customers, and attract more new customers through positive word of mouth.” (Forrester). Without the technology to help you drive this agenda, the results may not be as expected. Customer experience Technologies make it efficient and easier to deliver that perfect customer experience.
Great customer experiences are no longer a “nice-to-have”: they are a key driver of revenue. A recent study showed that a 20% increase in customer satisfaction not only contributed to a 15% lift in overall revenues but also resulted in a reduction in the cost of serving customers by as much as 20%. (McKinsey and Company). For organizations looking for a sure way to grow their businesses exponentially, technology assisted customer experience delivery is the only way to go.
Who Should Attend?
All Customer Service Professionals who already or intend to drive customer experience through technology. Customer Service/Experience Supervisors, Managers, Directors and their teams are advised to attend.
What will be covered?
Five modules have been summarized for this Masterclass and will be delivered in two days as follows:
1. Understanding Customer Experience
This module explores the psychological aspects of the customer experience. Students will learn about the physical and digital realms of customer experience and reflect on strategies to measure, evaluate and improve the customer experience.
2. The Digital Economy: Selling Through Customer Insight
Knowing and understanding your customers is essential in crafting strategies to attract new shoppers and retain existing ones. This module focuses on use of CX Technology to build a holistic view of the customer to develop relevant, effective strategies for improving the customer experience.
3. Customer Analytics
In this module, students will learn about tools and technology used to track and analyze customers as well as how to use this data to make strategic business decisions.
4. The Role of Artificial Intelligence in Customer Experience
Customers expect a unified experience and are disappointed – and vocal – when companies fail to deliver. AI and customer journey analytics are key components in assembling businesses with One Voice, joined across silos and touchpoints.
5. The Mobile Customer
A typical customer journey now includes mobile, digital and physical brand experiences. Engaging with consumers on the go is an essential component of any modern customer experience strategy. This module offers an introduction to key trends in Social-Local-Mobile marketing concepts.