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A midyear customer experience check-up

As the year's halfway point has come and gone, it's time for a health check: Is your company creating winning customer experiences using the latest trends and philosophies?

It had better be, because companies lose more than $62 billion annually due to poor customer service, customer service and experience expert Shep Hyken writes in Forbes magazine. And some 70 percent of companies list improving customer experience as their top priority.

Clearly, companies know what’s at stake financially and realize they must get their CX systems humming along. But where to begin and what to do?

Hyken lists 10 best practices you should already be using this year as part of a solid strategy. We recently blogged [LINK to Middle East bank blog] about our success helping a Middle Eastern bank implement voice biometrics to refine its customer experience and cut operating costs. Letting customers authenticate themselves with their voices rather than through a frustrating and outdated manual system has paid off in dividends for our client.

In his article, Hyken also notes the importance of Artificial Intelligence, chatbots and personalization in a successful CX strategy. Learn more here.