April 6, 2023- Electric power and natural gas organizations are at an inflection point, facing a convergence of challenging global trends in... Article How utilities can use advanced analytics to elevate customer experience August 25, 2022- ...
You need an airtightcustomer experience(CX) strategy to delight your customers and win their loyalty. In this post, I’ll break down 15 defining trends that will shape thecustomer service industryand influence your strategy in 2024. I’ve identified these trends based on insights from our latest...
CX metrics are best to put to use after you’ve mapped your journey and understand your customer’s goals. Experience-led growth through the maximization of CX efforts is a strategy thatMcKinseysays is key for companies to stay competitive in the current disruptive business environment by harnessi...
McKinsey global managing partner Bob Sternfels joined Salesforce co-founder and CEO Marc Benioff for a fireside chat onstage at Dreamforce 2023. AI & Analytics Growth, Marketing & Sales October 3, 2023Dreamforce, the annual conference organized by Salesforce, is one of ...
Excellent Customer Experience as an Expectation: Trends in 2023 Contributed Article by Liza Smyth, SVP of Customer Experience for Formstack With aneconomic downturn on the horizon for 2023, customer experience is paramount. A positive customer experiencedrives customer loyalty, leading to retention and...
–McKinsey & Company With Gen Z now steering the future of customer service in higher education, it’s becoming increasingly important for colleges and universities to cater to the needs of this generation.75% of Gen Z agreethat the experience a company provides is as important as its products...
6Employee Experience and Customer Experience, IDC, September 17, 2021 7What is personalization? McKinsey, May 30, 2023 ReportGet the CEO's guide to generative AI This report explores the 3 things every CEO needs to know about generative AI—and the 3 things they need to do now. ...
And retailers who effectively personalize the shopping experience will reap rewards—77 percent of retail leaders say that personalization increases customer retention, according to our CX Trends Report 2023. But for many retailers, the experience they provide for customers online is completely different ...
3 Forbes, “Top Customer Experience Trends In 2024” 4 McKinsey & Company, “What is personalization?” May 2023
(McKinsey) An impressive 100% of B2B customers want self-service options for at least some of the buying process. (TrustRadius) Buyers who are given a self-guided buying journey are 147% more likely to purchase. (Gartner) Oftentimes, B2C trends help to shape those in a B2B setting. B2B ...