How important is customer experience (CX)? According to a report from the Temkin Group, an organization with $1 billion in annual revenue can achieve an average revenue increase of $823 million per year with only a moderate increase in customer satisfaction.
Crystal Collier is no stranger to the customer experience (CX) realm. And she has a lot of valuable insight to share.
Contact centers are largely Omni channel today, which means that customers can get in touch using not just the phone but also various forms of web and mobile-based applications like email, chat, and social media. Telephony and web infrastructure are major concerns in contact center management, but so is the access to information in delivering excellent customer experience.
Customer experience (CX) is how brands have to differentiate themselves today. It’s what ultimately matters not only for attracting new customers, but also for customer retention. After all, it is far more difficult and expensive to find new customers than retain the ones you already have. While there are several aspects of CX that come down to user experience and customer service skills, today CX is also largely driven by data science.
Customer experience management (CEM) and customer relationship management (CRM) are not one in the same. While both concepts are crucial elements of keeping your customers happy, and have technological solutions for gaining insights on your customers through the power of data, they are different as it pertains to managing your customer and prospect base.