Surveypal

We are excited to co-host with Zendesk the CX Trends 2025 Breakfast in Helsinki! Join us for an exclusive breakfast event in collaboration with Zendesk, where we'll dive into the key CX trends for 2025. This is your chance to connect with industry experts, gain valuable insights, and network with fellow leaders shaping the future of customer experience. 📅 Date: 13.02.2025 📍 Location: Helsinki ☕ Delicious breakfast and even more delicious insights guaranteed! 💡 Let’s talk about how businesses can stay ahead in a customer-first world, leveraging the latest tools, strategies, and innovations to elevate their CX game. Registrations are now open! Secure your spot via the link below: 👉 https://lnkd.in/dnZyg-CR Let’s together make 2025 the year of unforgettable customer experiences. See you there! 🙌 #CustomerExperience #CXTrends2025 #Networking #Zendesk #Surveypal #CXLeadership

In healthcare, the customer journey isn't just about single appointments. It's about creating lifelong experiences. Every interaction counts, from the first visit to ongoing care. We can all learn valuable lessons from how healthcare providers gather and act on feedback to build strong, lasting relationships. Want to know how they do it? Our latest newsletter breaks it all down. Keep reading for more.

Customer expectations are continuously evolving. One of the biggest challenges for retailers is to stay ahead of these changes and adapt their strategies accordingly. This involves not only meeting current expectations but also anticipating future needs and behaviors. 💡 Read our latest newsletter to discover new strategies to elevate the ecommerce customer experience.

Too often, CX teams create maps that are overloaded or misaligned with their goals. Is your customer journey map fit for purpose? Journey maps can transform your CX and company culture, but only if they’re designed with a clear purpose. Remember to ask: - Who is the journey map for? - How will it be used? Tailoring your journey map to specific audiences and goals ensures it’s a powerful decision-making tool, not just a pretty picture. #customerjourney #customerexperience

Are companies focusing on the wrong priorities? Merkle's recent report shows that 60% of organizations base their customer experience investments on competitors, while only 37% prioritize customer feedback. This approach can lead to missed opportunities and misaligned strategies. Listening to your customers is key to delivering exceptional experiences and staying ahead. Focus on what truly matters: your customers' needs and expectations. Get the full report at: https://lnkd.in/dAKQkS7p

Focusing too much on the integration of touchpoints and channel consistency can make brands forget what really matters: the customer. Research challenges the notion that more integration is always better. In fact, inconsistent touchpoints can sometimes enhance the overall customer experience. Read our latest article to understand how a truly customer-centric approach goes beyond the traditional emphasis on seamlessness and consistency.

Why are so many organizations still struggling with customer experience? The latest Forrester report reveals that customer experience has declined for the third consecutive year. Analyzing the perceptions of 98,363 consumers across 223 brands, the study shows an average score of 69.3 out of 100 – the lowest since 2016. Despite efforts to improve, companies and government agencies seem harder to deal with than ever. It’s clear that improving CX requires more than trendy AI chatbots; it demands real investment and thoughtful design. Check out the full WSJ article to learn more. https://lnkd.in/d-tX-EjU

You are probably already measuring customer experience through metrics like NPS, CSAT, and CES. But to prove the value of CX, it's important to tie these metrics to business results. 💡 The ROI of CX is exactly that: quantifying the financial outcomes of an organization’s investments in customer experience initiatives. Learn how to measure the ROI of CX in four steps and the key metrics to include in your ROI model in our latest article:

On average, CEOs spend only 3% of their time with customers. Although most companies claim to be customer-centric, the extent to which the leadership team interacts with customers shows that this is not always the case. To build successful companies, business leaders must get out and actively listen to their customers. See 4 examples of great initiatives to bridge the gap between executive teams and customers. 🌟 (Links to full stories in the comments)

Focusing on specific touchpoints of the customer journey is not enough to ensure customer satisfaction and loyalty. Customer journey analytics help business leaders understand the full spectrum of customers’ experiences along the entire journey. 🙌 Read our latest newsletter to learn three best practices to get the most out of the customer journey data.