Articles

How to Future Proof Your Digital CX Strategy

How to Future Proof Your Digital CX Strategy

The ability to predict and prepare for new customer trends will provide organisations with a competitive advantage and future proof their digital strategies to deliver the best possible experience for the customer of the future. 

With insights from Anna Metsäranta, Head of Automated Remote Customer Experience at Nordea this article discusses best practices for building a successful agile digital CX strategy and how an organisation can ensure they are adding value for both current and future customers.


Using Learning and Collaboration to Improve your CX

Using Learning and Collaboration to Improve your CX

Organisations that provide industry leading customer experiences can be used by others as learning tools on which to base their own CX strategy. There are many elements of a successful CX strategy that can be applied across various industries, for example building the right company culture, handling customer grievances and implementing appropriate technologies to support your customer experience strategy. This article provides an overview of the key areas where companies can learn from other organisation‘s  CX successes to shape their own CX strategy. 


7 Ways to Drive your Customer Experience Wheel

7 Ways to Drive your Customer Experience Wheel

The customer experience wheel consists of six elements or organisational perspectives that must be managed for an organisation to compete successfully on a customer experience level. A last and seventh element is that these 6 perspectives actively have to be brought together and aligned to get the full effect, which we can entitle Integrated Customer Experience.

In this CX network article, Gert Laursen, Senior Business Developer at Nordea Bank, discusses what finance companies must do to provide the best customer experience and to use it as a competitive differentiator.

The Alignment of Customer & Support Expectations

The Alignment of Customer & Support Expectations

Organisations are implementing new technologies and processes to better connect customers with technical support teams, and customer satisfaction
is paramount. However, most organisations admit they're not proactively aligning their priorities with their customers’ expectations.

Are the needs of the support team different from what customers want and expect? Recent research by HDI delves into the two groups’ expectations and priorities—according to support professionals—and explores how closely they're aligned.