Month: January 2023

Incredible opportunities for transformation with AI in Customer Experience

During our research into the application of ChatGPT into Customer Experiences, and as a prelude to the launch of the new qualification “Certified Journey Management Professional (CJMP),” we were amazed at how rapidly organizations are integrating AI capability into their core experiences.

I have included just three examples here of CX next practice, with references for those wishing to dive deep (hundreds of use cases),

And if you are interested in learning more about the three-day CJMP workshop, send us an email with the subject header CJMP, and we will get back to you.

  • ChatGPT can be deployed to create an automated customer service chatbot that offers speedy and precise solutions to frequently asked queries [1].

    This can prove immensely beneficial for businesses that receive many inquiries, improving their efficiency and rapidity.
  • ChatGPT’s natural language processing abilities can be utilized to examine customer feedback, deriving useful conclusions about frequent criticisms, recommendations, and developments [2]. Businesses can consider this data to make informed decisions and enhance the overall customer experience.
  • ChatGPT can offer individualized customer support through a conversational interface, which renders resolving matters or answering questions more convenient and faster [3].

These are merely a few of the potential applications of this technology.

It’s important to note that the specific industry and company will depend on the customer types, organization maturity, and business needs. However, the impact of ChatGPT on customer experiences is significant, with 67% of consumers worldwide now using chatbots for customer support [4]

References:
1. https://www.thankful.ai/chatgpt-for-customer-service

2. https://becominghuman.ai/unlocking-the-power-of-the-chatgpt-revolution-100-use-cases-to-try-before-you-are-fired-979e5986814c

3 & 4. https://www.revechat.com/blog/chatbots-use-cases

Do you want to embrace advanced Customer-Centric thinking and become Outside-In?

How You Can Become ‘Outside-In’… https://bit.ly/WhyOutsideIn

Start here and follow these simple steps:

Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://bit.ly/GCCACXP

Step #2 – Get The Book: Outside-In The Secret *FREE* | https://bit.ly/OI2021now

Step #3 – Get the Software:

Parallel | http://bit.ly/Parallel2021

Step #4 – Connect With The Community:

https://linktr.ee/SteveTowers

Step #5 – Keep Pace with Change:

Recent Keynote – The Hard Benefits of XM | https://cemnext.com/xmroi2023

How to apply the key fundamentals of Customer Experience success

When Steve Jobs kicked off the Customer Experience (CX) movement in 1997 (video here), he crystallized the idea of understanding customer NEEDS before doing anything else.

At the same time, another CX genius, Jeff Bezos, was three years into creating the most profitable company on the planet and precisely understood Steve Jobs ‘working backwards’ imperative.

There is this Need (even though customers don’t know it yet), and I can create the desire and meet that Need now.

A young, fresh-faced Jeff Bezos in 1997

The rest is history. Watch the 2-minute video here.

Do you want to embrace advanced Customer-Centric thinking and become Outside-In?

How You Can Become ‘Outside-In’… https://bit.ly/WhyOutsideIn

Start here and follow these simple steps:

Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://bit.ly/GCCACXP

Step #2 – Get The Book: Outside-In The Secret *FREE* | https://bit.ly/OI2021now

Step #3 – Get the Software:

Parallel | http://bit.ly/Parallel2021

Step #4 – Connect With The Community:

https://linktr.ee/SteveTowers

Step #5 – Keep Pace with Change:

Recent Keynote – The Hard Benefits of XM | https://cemnext.com/xmroi2023

Customer Experience qualification is now essential for career success

 ONLINE, LIVE, INTERACTIVE and Coming soon to a city near you 🙂 https://bit.ly/GCCACXP

Upgrading your skills and delivery for 2023 will determine your success.  Advance and Evolve beyond functional industrial age thinking to Outside-In customer-centric practices. Tried and tested this program has helped to create more than 140,000 professionals across 132 countries since its inception in 2006.

So if understanding and applying the techniques and methods deployed in Apple, Amazon, Zappos, Zara, Emirates and BMW compels you to adopt the ‘next practice’ approaches come and join us online next month or in a city near you through 2023.

Here’s someone who enjoyed the session:

The BPGroup Accredited Customer Experience Masters® (ACXM) Program takes BPM & CEM Training to an entirely new level.

Become an Accredited Customer Experience Master (ACX Master®) through learning and experiencing the most practical, successful and proven toolkit for customer-centric change

For 2023…

> New Case Studies > 60+ takeaway techniques > 90+ help videos > Fully revised CEMMethod (version 14) > CX Rating (4E’s) integration > All material provided > Dedicated Professional User Group > Ongoing webinars

The Accredited Customer Experience Professional/Master difference

This premier series is designed for those seeking advanced professional skills in customer experience and process management, CX improvement, CX alignment, customer centricity, and innovation.
These are the Outside-In Customer Experience Management, BPM Methods, and Techniques that Deliver!

  • Uncover CX/Process Improvement opportunities in just hours
  • Identify Actions that will improve customer experience and associated processes by 15% to 40% within 20 days of deployment
  • Integrate and Evolve methods such as BPM, Lean, Six Sigma and Operational Excellence to Outside-In thinking and practice
  • Delight your Customers (making them your greatest advocates) through Successful Customer Outcomes and Customer Experience Management
  • Innovate to compete, set the market trend and even dominate your industry
  • Advance Net Promoter Score and Customer Satisfaction to the next level
  • Release significant costs, improve revenues and enhance service (win the Triple Crown) immediately

Hopefully, we will see you soon!
Register here: https://bit.ly/GCCACXP

Is this the best Customer Experience qualification on the planet?

Gaining certifications in customer experience can be advantageous for employees and businesses alike. It demonstrates an individual’s dedication to the field and provides an upper hand in the job market. Furthermore, it can enhance output in current positions by increasing expertise in the most effective techniques and lead to a higher customer satisfaction rate for the company. Professional qualifications can also bring a feeling of personal achievement. There are several options to receive these qualifications, such as virtual classes, physical seminars, and degree programs. All in all, obtaining professional qualifications in customer experience could be a beneficial investment.

Well, the Testimonials seem to say so…

Find out more: https://bit.ly/GCCACXP

Professional Qualification (or not?)

First, having a professional qualification in customer experience demonstrates a commitment to the field. It gives an impression that you have invested your energy to learn the most current best practices and have the necessary capabilities and expertise to offer exceptional customer service. This can be especially helpful for companies searching for customer experience professionals, as it reflects that you are devoted to your career and take it earnestly.

Obtaining professional credentials in customer experience can be advantageous in the job market. In an arena where customer experience is becoming increasingly imperative for businesses, having the qualifications can give you an advantage over applicants with different proficiency levels. This can be particularly advantageous if you want to progress in your profession or change to a new sector.

It is not just about your job

But the advantages of obtaining professional qualifications in customer experience go beyond impressing potential employers. It can also help you be more productive in your current role. By gaining a more profound knowledge of customer experience best practices, you will be better able to recognize and handle any issues that may crop up and find ways to improve the overall customer experience. This can lead to improved customer loyalty and satisfaction and, eventually, higher revenue for your organization.

In addition to the tangible benefits, obtaining professional qualifications in customer experience can also give you a sense of personal accomplishment.

If you want to become professionally qualified in customer experience, multiple alternatives are accessible, such as online courses, in-person seminars, and degree programs. Examining and determining the most suitable choice for your needs and timetable is vital. Regardless of your choice, getting a professional qualification in customer experience is a beneficial investment. It can make you stand out in the job market, increase your capability in your current role, and bring satisfaction. So, if you plan to progress your job in customer experience, consider becoming professionally qualified – it is the push you require to succeed in this fast-developing area.


Summary

Gaining certifications in customer experience can be advantageous for employees and businesses alike. It demonstrates an individual’s dedication to the field and provides an upper hand in the job market. Furthermore, it can enhance output in current positions by increasing expertise in the most effective techniques and lead to a higher customer satisfaction rate for the company. Professional qualifications can also bring a feeling of personal achievement. There are several options to receive these qualifications, such as virtual classes, physical seminars, and degree programs. All in all, obtaining professional qualifications in customer experience could be a beneficial investment.

RECOMMENDED QUALIFICATION:
The Accredited Customer Experience Professional® (ACXP): https://bit.ly/GCCACXP

If you want to check if your colleagues are already qualified do a search with #ACXP on Linkedin.

Review the extensive options from the BPG: https://www.bpgroup.org

Connect with the author: https://linktr.ee/SteveTowers

5 Common Pitfalls to Avoid When Implementing Customer Journey Mapping

Even though Customer Journey Mapping (CJM) has become a popular tool among customer experience (CX) professionals, many organizations are still not utilizing it to its fullest. Oftentimes, the cause of this is a lack of knowledge about how internal operations and data are related to the customer journey. To gain a better comprehension of the customer experience, CX experts need to comprehend the entire process customers navigate when interacting with an organization. This includes not only their dealings with the organization’s products and services, but also the processes and systems that underpin those connections.

Overview

Earlier this week, I released a short video about Customer Journey Management and its benefits for organizations, with examples from Amazon, Starbucks, Uber, Netflix, Apple, and the Financial Sector. (see the 4 minutes on YT: https://youtu.be/an5tNYXXzHo)

Wow, what a response. I didn’t expect that.
Many folks have tried and failed to deploy Customer Journey Map approaches effectively.

Here’s a summary of some of the five most significant challenges. In another article, we will discuss how to avoid them based on the best practices of those who have delivered success.

Some significant drawbacks can affect a company’s ability to provide a great experience to its customers.

🤝Customer Needs

One of these issues is a need for insight into the customer’s needs and desires. This can create an inconsistency between their services and products and the customer’s expectations, leading to disappointment and exasperation.

💖Personalization

Furthermore, not offering a personalized experience make customers feel disregarded and unappreciated.

🎸Co-ordination

Additionally, a failure to properly coordinate and integrate different channels and touchpoints can lead to an incoherent journey for the customer, making it difficult for them to get the assistance or data they require.

🏢Structural challenges

A hindrance is silo-based thinking; when a business has several separate systems and processes, it can take time to get a comprehensive outlook on the customer’s experience and to determine their path.

This can make it challenging to find and address any issues or areas that need to be improved.

✍️Connecting the dots

Understanding the link between internal operations, data, and customer experience is essential. By being aware of the overall process customers go through when interacting with an organization, and the systems and processes that back them, CX professionals can pinpoint pain points and chances for optimization within the customer journey.

Additionally, it is essential to remember that CJM is not a single-time task but rather an ongoing effort to be evaluated and updated routinely. It calls for the participation and collaboration of all levels of the organization. It serves to align initiatives from various departments to upgrade the customer experience and positively affect the business.


Conclusion:

Several specific actions will reduce the risk of poor CJM implementation. We will discuss those shortly by reviewing the best practices of companies that have delivered success.

If you want the inside track on that, subscribe and share this blog.

RECOMMENDED QUALIFICATION:
The Accredited Customer Experience Professional® (ACXP): https://bit.ly/GCCACXP

If you want to check if your colleagues are already qualified do a search with #ACXP on Linkedin.

Learn more about CJM plus as practiced within the CEMMethod: https://www.cemmethod.com

Connect with the author: https://linktr.ee/SteveTowers

Gain a competitive edge with professional qualifications in Customer Experience

Gaining certifications in customer experience can be advantageous for employees and businesses alike. It demonstrates an individual’s dedication to the field and provides an upper hand in the job market. Furthermore, it can enhance output in current positions by increasing expertise in the most effective techniques and lead to a higher customer satisfaction rate for the company. Professional qualifications can also bring a feeling of personal achievement. There are several options to receive these qualifications, such as virtual classes, physical seminars, and degree programs. All in all, obtaining professional qualifications in customer experience could be a beneficial investment.

It is essential to acknowledge the significance of customer experience. More is required to deliver an outstanding product or service in this highly competitive business environment. Businesses need to put in the extra effort to provide a remarkable customer experience to be distinguished from rivals and gain customer loyalty. This is where obtaining a professional qualification in customer experience comes into play.

Professional Qualification (or not?)

First, having a professional qualification in customer experience demonstrates a commitment to the field. It gives an impression that you have invested your energy to learn the most current best practices and have the necessary capabilities and expertise to offer exceptional customer service. This can be especially helpful for companies searching for customer experience professionals, as it reflects that you are devoted to your career and take it earnestly.

Obtaining professional credentials in customer experience can be advantageous in the job market. In an arena where customer experience is becoming increasingly imperative for businesses, having the qualifications can give you an advantage over applicants with different proficiency levels. This can be particularly advantageous if you want to progress in your profession or change to a new sector.

It is not just about your job

But the advantages of obtaining professional qualifications in customer experience go beyond impressing potential employers. It can also help you be more productive in your current role. By gaining a more profound knowledge of customer experience best practices, you will be better able to recognize and handle any issues that may crop up and find ways to improve the overall customer experience. This can lead to improved customer loyalty and satisfaction and, eventually, higher revenue for your organization.

In addition to the tangible benefits, obtaining professional qualifications in customer experience can also give you a sense of personal accomplishment.

man in white crew neck t shirt holding laptop
Photo by Andrea Piacquadio on Pexels.com

If you want to become professionally qualified in customer experience, multiple alternatives are accessible, such as online courses, in-person seminars, and degree programs. Examining and determining the most suitable choice for your needs and timetable is vital. Regardless of your choice, getting a professional qualification in customer experience is a beneficial investment. It can make you stand out in the job market, increase your capability in your current role, and bring satisfaction. So, if you plan to progress your job in customer experience, consider becoming professionally qualified – it is the push you require to succeed in this fast-developing area.


Summary:

Gaining certifications in customer experience can be advantageous for employees and businesses alike. It demonstrates an individual’s dedication to the field and provides an upper hand in the job market. Furthermore, it can enhance output in current positions by increasing expertise in the most effective techniques and lead to a higher customer satisfaction rate for the company. Professional qualifications can also bring a feeling of personal achievement. There are several options to receive these qualifications, such as virtual classes, physical seminars, and degree programs. All in all, obtaining professional qualifications in customer experience could be a beneficial investment.

RECOMMENDED QUALIFICATION:
The Accredited Customer Experience Professional® (ACXP): https://bit.ly/GCCACXP

If you want to check if your colleagues are already qualified do a search with #ACXP on Linkedin.

Review the extensive options from the BPG: https://www.bpgroup.org

Connect with the author: https://linktr.ee/SteveTowers