Capgemini Customer Experience’s Post

>NEXT CX 23' Vienna - Day 2> Peter W. Ravn from LEO Pharma delivered a fascinating presentation titled "A Customer Clicks?" The session delved into the intricacies of crafting a captivating customer engagement strategy by anchoring it to the customer's needs, orchestrating the journey from potential customer to active user. He shared LEO Pharma's four key steps to create an effective Engagement Strategy: 1️⃣ Understand Your Customer: Delve deep into the customer's needs, preferences, and behaviors 2️⃣ Understand Your Assets: Leverage and align your resources effectively to cater to customer needs 3️⃣ Walk in the Shoes of the Customer: Create the engagement strategy for each target customer segment 4️⃣ Measure and Follow Up #digitaltransformation #nextpharmasummit #pharmamarketing #customerexperience #cx #pharma

Moengage debuts on The Forrester Wave™: Real-Time Interaction Management, Q1'24 and the only modern CEP to be a part of this wave. Real Time is indeed Prime Time, it empowers our customers to deliver a great customer experience with real-time next best experiences.

🚀 Enhance Your Business Productivity with Visual Workflow Builders from Connex One 🚀 1. **Automatic Omnichannel Notifications**    Keep customers informed with automated notifications for updates, recalls, and reminders across their preferred channels (voice, SMS, Email, WhatsApp). 2. **Lead Nurturing**    Deliver targeted content throughout the buyer's journey. Automate follow-ups and track customer behavior to increase sales-ready leads by 50% at 33% lower costs. 3. **Sync Data Between Systems**    Reduce manual data entry and errors by automatically syncing information between your CRM and other tools, giving your team more time to sell. 4. **IVRs with Speech Recognition**    Improve customer satisfaction by routing calls based on voice commands and transcriptions, ensuring they reach the right specialist quickly. 5. **Develop Customer Feedback Loops**    Capture, analyse and act on customer feedback after each interaction to continuously improve service quality. #WorkflowAutomation #Productivity #CX #LeadNurturing #CustomerFeedback

𝐈𝐧 𝐭𝐡𝐢𝐬 𝐞𝐝𝐢𝐭𝐢𝐨𝐧: 🚀 10 best practices for seamless digital customer experiences 📚 Transform your CPG business with these GenAI use cases 📅 Webinar: 'Creating value with GenAI in R&D and product development' 𝐀𝐧𝐝 𝐦𝐨𝐫𝐞: https://ow.ly/S8yZ50RZPl5

Why is CX crucial? 🌟 1️⃣ Customer Retention: In today's fiercely competitive landscape, building strong customer relationships is paramount. CX is the secret ingredient that fosters loyalty. By delivering exceptional experiences, you create a bond that keeps customers coming back for more. 💪🏼🤝 2️⃣ Brand Advocacy: Happy customers become brand advocates! When you provide memorable CX, you turn customers into enthusiastic promoters who spread positive word-of-mouth about your business. Their advocacy attracts new customers, boosting your brand's reputation. 🗣️🌟 3️⃣ Competitive Edge: Amid a sea of similar offerings, CX becomes your differentiator. By surpassing customer expectations, you craft a unique selling proposition that sets you apart. Exceptional CX ensures your brand remains top-of-mind for consumers. 🎯✨ 4️⃣ Revenue Growth: Did you know that businesses prioritizing CX outperform their competitors? Research reveals that investing in CX leads to higher revenue growth and increased profitability. Thus, CX isn't just a nice-to-have; it's a strategic imperative for success! 💰💼 🌟 How can you create outstanding CX? 🌟 1️⃣ Customer Insights: Begin by deeply understanding your customers. Utilize surveys, focus groups, and feedback channels to gain valuable insights into their needs, preferences, and pain points. This knowledge becomes the foundation for personalized experiences. 📊🔍 2️⃣ Journey Mapping: Walk in your customers' shoes and map their journey with your brand. Identify touchpoints and interactions to uncover areas for improvement, innovation, and moments of delight. Every interaction is an opportunity to create magic! ✨🚀 3️⃣ Empowered Teams: Your employees are the face of your brand. Invest in their training, empower them to go above and beyond for customers, and foster a culture of customer-centricity. Happy employees create happy customers! 😃👥 4️⃣ Technological Advancements: Leverage cutting-edge technology to enhance CX. From AI-powered personalization to seamless omnichannel experiences, technology can revolutionize interactions, creating frictionless journeys and wow moments. 🤖💻 🌟 Join the CX revolution! 🌟 Ready to transform your business and unlock its full potential? Embrace the power of CX and open doors to endless possibilities. Remember, each customer interaction is a chance to leave a lasting impression, build loyalty, and turn customers into brand advocates. 🌟🔑 Share your thoughts below and let's kickstart a CX revolution together! 🚀💬 #CustomerExperience #CXRevolution #BusinessSuccess #BrandAdvocacy #CXTransformation

Customer Journey Mapping (CJM) is a powerful tool that helps businesses visualize the entire journey their customers go through when interacting with their brand, from initial awareness to post-purchase. This strategic approach allows companies to gain a deep understanding of customer motivations, pain points, and overall experiences at each touchpoint. Benefits of CJM include: - Enhanced Customer Insights: By mapping out each step of the customer journey, businesses can identify key areas where customers interact with their brand and discover opportunities for improvement. - Improved Customer Experience: With a clearer understanding of the customer's journey, companies can tailor their interactions to better meet customer needs and resolve pain points, leading to higher satisfaction and loyalty. - Increased Efficiency: CJM helps streamline processes by highlighting redundant or ineffective touchpoints, allowing businesses to optimize operations and allocate resources more effectively. - Better Cross-Functional Collaboration: It encourages collaboration across different departments, aligning efforts to deliver a cohesive customer experience. If you're ready to unlock these benefits and transform your customer experience, start with Customer Journey Mapping. Contact us today to learn how our CJM solutions can help elevate your business! https://lnkd.in/dt7-SQNA #shopperinsights #insights #consumerinsights #consumerresearch #customerinsights #customerjourney #consumerjourney #pathtopurchase #customerjourneymapping #journeymap #CX #P2P #marketresearch #b2bresearch #b2cresearch #personas #cxinsights #cx #customerexperience

Data has shown that a significant portion of customers (https://ow.ly/Nqu050QAfGt) not only return to brands that offer superior experiences, but are also more willing to pay more to ensure their purchasing journey is a smooth one. At eClerx, we know that excellent CX isn’t a luxury; it’s a vital strategic imperative that builds loyalty, brand advocacy, and boosts sales. With comprehensive CX consulting services, we assist our clients in enhancing their customer journeys by incorporating automated solutions to speed up issue resolutions and utilizing the domain experience of our analytics team to discover more about their customers and better tailor experiences based on their behavior. 🔓Let’s unlock seamless customer experiences to grow your business: https://ow.ly/KGWp50QAfIe #eClerxCustomerOperations

“88% of customers say the experience a company provides is as important as its products or services — the highest since Salesforce began tracking the sentiment. In the current competitive landscape, customer experience (CX) is a fundamental driver of business growth. Prioritizing and measuring CX sends a clear message to customers that their experience is valued. This customer-centric approach fosters loyalty, advocacy, and ultimately, fuels sustainable business growth. But how do we know if customers are truly satisfied?  That's where CX measurement comes in. At DAIOM, we believe "what gets measured gets managed." Implementing a data-driven approach to CX measurement provides invaluable insights. These insights can help ➡ identify customer pain points, ➡ benchmark performance against industry standards,  ➡ personalize interactions, and  ➡ optimize marketing efforts. For more insights on effectively measuring CX, visit our latest blog post (link in the comments). We explore key metrics to track, practical measurement techniques, and best practices for gathering feedback. #customerexperience #cx #dataanalysis

Despite recognising the critical importance of delivering positive customer interactions, nearly 60% of industry leaders admit their businesses fall short in this area, according to a survey. Key obstacles include poor team collaboration, disorganised customer data, and inconsistent digital tools. To address these challenges, companies plan to enhance customer experience through increased use of data analytics, CRM tools, and automation in the coming year. Additionally, considering outsourcing to improve customer interaction and service may offer valuable support in creating seamless and personalised customer experiences. #CX #CustomerService #AcquireBPO

🎓 Want to enhance your personalization strategy and elevate your customer interactions? Discover data-driven strategies and expert insights in Chapter 4 of the "Consumers on Personalization" series. Explore the latest trends and challenges in personalization adoption, with insights on the importance of cultural preparation and best-in-class businesses elevating their investment. Find out how hyper-personalization strategies, from unique landing pages to service chatbots, positively impact customer behaviour throughout the entire life cycle. And discover key statistics from 74% of companies prioritizing personalization to 37% of businesses lacking dedicated working groups for personalization. Transform your customer experience and join the personalization revolution. Swipe through our carousel and discover how to create customized experiences that increase customer satisfaction, brand loyalty, and business growth. Ready to unlock the power of personalization? Comment below to join the conversation and access the full report! 💡🌟 #PersonalizationSeries #datadriveninsights #customerexperience #WebsitePersonalization Michael Klazema Ishan Khurana