Expert Advice for Marketing Leaders on MarTech, AI, & CX
Articles and insights about customer experience for CX and marketing professionals.
Contact centers have endured every technology fad imaginable—IVRs that trapped callers in endless loops, chatbots that answered anything except the question at hand, and analytics dashboards with more metrics than meaning. Generative AI, however, isn’t another shiny object; in the hands of the right leader it upgrades both agent performance and customer satisfaction in one stroke.
The retail landscape is undergoing a seismic shift, propelled by advancements in artificial intelligence (AI). As businesses, both large and small, navigate this transformation, the imperative becomes clear: focus on your goals and leverage AI tools to achieve them. This approach not only streamlines operations but also enhances customer experiences, ultimately driving growth and success in an increasingly digital marketplace.
The mantra “Happy employees create happy customers” has transcended mere corporate jargon to become a foundational principle for sustainable growth and success. Organizations that understand the intrinsic link between employee experience (EX) and customer experience (CX) are better equipped to foster loyalty, drive innovation, and maintain resilience in an ever-evolving market.
This article was written by Greg Kihlström for CustomerThink. Despite the
hype, the statistics, and some high-profile case studies, many
customers—and companies—have had mixed experiences with their AI
implementation so far.
In today’s fiercely competitive global marketplace, achieving customer loyalty requires more than simply meeting expectations—it demands a strategic, data-driven commitment to the entire customer journey. Though it might be tempting to treat customer experience (CX) initiatives as purely “soft” endeavors, tying them directly to business outcomes can yield powerful results that spark organization-wide transformations. One enterprise that has excelled in this arena is DHL Supply Chain, part of the global DHL family, which has successfully demonstrated how meaningful CX programs can drive measurable commercial and operational benefits.
Today we will talk about taking customer experience further and tying CX outcomes to commercial goals.
To help me discuss this topic, I’d like to welcome Markus Engel, VP CDO Performance Management and Linzi Hindle, Director of Customer Experience at DHL.
With consumer expectations are higher than ever, the management of product returns has emerged as a critical factor in driving business success. Traditionally viewed as a cost center, returns can actually serve as a strategic advantage when approached with the right mindset and processes.
The significance of both customer experience (CX) and employee experience (EX) has become increasingly evident. As organizations strive to create a competitive edge, the integration of these two experiences emerges as a pivotal strategy. By understanding that satisfied employees lead to satisfied customers, businesses can foster a holistic environment that drives growth, loyalty, and innovation.
Organizations are increasingly recognizing the pivotal role of artificial intelligence (AI) in driving operational efficiency and enhancing customer experiences. The recent findings from a collaborative research effort by Qualtrics and McKinsey reveal that businesses stand to gain between $860 billion to $1.3 trillion by making strategic investments in AI. However, realizing these potential gains requires a thoughtful and well-structured approach to AI implementation.
Today’s guest is Mike Milliron, Chief Operating Officer at IMG Academy Campus. Mike has played a key role in reimagining and transforming the student experience at IMG Academy, aligning student and employee experiences to create a seamless, enriching environment for everyone on campus. We’re going to dive into how they integrated feedback loops, broke down internal barriers, and shifted the entire campus culture toward an experience-first approach.
