CX Network

Did you know 89% of businesses now compete primarily on customer experience (CX)? A great CX boosts loyalty, drives revenue, and reduces churn, while a poor one can harm reputation and growth. But delivering exceptional CX isn’t easy—especially in the fast-paced world of e-commerce and ever-changing customer expectations. Staying ahead of trends is more crucial than ever. In less than 24 hrs, more than 2000 CX professionals will gather for CX Network's All Access : Future of CX 2024! ✨ Join us as we close the year by exploring the trends and technologies shaping CX in 2025 and beyond. Learn from industry leaders and prepare for the future of CX! 📅 Don’t miss out—register now! >> https://lnkd.in/exZJ46PX John Kearns Rhiannon Chandler-Day MSc Chloe C. Melanie Mingas Amelia Brand Jason Romain #CustomerExperience #CXInnovation #FutureTrends

Global airline group Air France-KLM (AFKL) is building a unique data architecture to support multimodal capabilities, a flexible multicloud approach and ultra-low latency in data transmission. Find out how its new partnership with Google Cloud is facilitating a data-centric and multicloud strategy the airline group says will help “reimagine the future of the travel industry”. https://lnkd.in/ebYuBN_R #CXNetwork #AirFranceKLM

The future of CX is being shaped by evolving consumer expectations, but meeting these expectations can often require a level of change that impacts the entire organization. In this session from All Access: Future of CX 2024, Abhii Parakh, head of CX for Prudential Financial, delves into the firm’s five-step transformation journey. With a goal for the firm to become a CX leader in its industry by 2027, he explains how he and his team managed talent transformation and employee incentives, and integrated voice of the customer feedback into the decision-making process. https://lnkd.in/ehAyB3p4 #CXTV #CXNetwork

Happy Friday CX'ers! In the roundup this week, we have: >> New figures from McKinsey which show customer-centric companies achieve 2x revenue growth >> What a TikTok ban could mean for customer engagement on social media >> How to transform complexity into growth and solve what is holding your business back >>Why a ‘cut and paste’ mindset is the ultimate no-no for customer engagement >> The trends you should be embracing in 2025 Huge thanks to all those who have shared their insights with our community this week: Samantha Richardson Raluca Berchiu Sahil Shetty Amelia Brand McKinsey & Company Happy reading and happy weekend! John Kearns Sarah Lattouf Rani Kuppusamy Sumit Dutta Tilak Antony Jonathan Green Francesca Di Meglio Nick Henry

Statistically, today is the day most people ditch their NY resolutions. However, if you committed to get fit in 2025 and Les Mills has anything to do with it, quitting may not be so easy! Late last year we spoke to Carl McCartney, head of CX at Les Mills, to find out how the global fitness giant is reshaping the Les Mills experience to meet the unique expectations of younger generations, and what that means for fitness fans of all ages. Find out how AI-driven personalization and innovative content strategies make it all work out in this video from All Access: Digital CX 2024 https://lnkd.in/egbg7xHT #CXTV #CXTrends #NewYearResolution #DontQuit

Measuring CX is not a one-size-fits-all endeavor. While customer satisfaction is universally valued, industries such as healthcare, finance and retail require tailored metrics to meet their distinct needs. In fact, each sector requires a distinct approach in aligning metrics with strategic objectives to drive maximum impact. Find out how to select metrics that support your industry's MO - and which ones are likely to have a negative impact on customer satisfaction. https://lnkd.in/eXBmn_XA

Customer experience (CX) is the defining factor that shapes brand loyalty and long-term success. Building a CX team that balances empathy, data analysis, technical proficiency and a professional approach is crucial for delivering exceptional service. Writing for CX Network, Ekaterina Mironova outlines the key skills your CX teams need in 2025 #CXSkills #CXNetwork #CXmanagement https://lnkd.in/ei6nHJuj

Will 2025 be the year for immersive CX? From online shopping with an avatar to AR and VR features, experience design is being reshaped by a new generation of technology. CX Network speaks to the experts to explore what recent innovations from Snap, Meta and others could mean for CX in 2025. https://lnkd.in/gJGgg_7X #VirtualReality #Snaplens #MetaQuest #CXNetwork

As customer expectations in the Asia-Pacific region evolve, brands are adapting to meet the shifting tide. This year is shaping up to be a transformative period for businesses across the region, with five key trends set to stand out in CX strategies. Here, we look at each of the trends in detail and see how brands across the APAC region are putting them into practice. Find out more, here: https://lnkd.in/enu6gaWy #CXNetwork #CXTrends

In ecommerce, delivery experiences have a meaningful impact on customer loyalty. With shopping season in full swing, Sahil Shetty explains the key technologies and best practices that can transform logistics for company and customer. https://lnkd.in/emXAaeXn #Ecommerce #CXNetwork #RetailCX #Onlineshopping