SECRET KEY’s Post

Are you striving to deliver on your brand promises and drive customer loyalty that stands the test of time? Medallia Experience '25 is a must-attend. This event brings together exceptional speakers, brands, and CX innovators who are setting new standards for what customer experience should be. By attending, you'll: 🔵 Learn how to differentiate your brand in ways that create long-term customer loyalty. 🔵 Gain exposure to groundbreaking innovation that helps you stay ahead of the competition. 🔵 Connect with influential peers and thought leaders who are transforming the CX landscape. 🔵 Equip yourself with the knowledge and tools to elevate your customer strategy and drive growth. This event is your chance to make the leap. Exceptional moments are created by leaders who consistently push for excellence. ✨ Take advantage of this limited-time offer: use promo code MEDEXP25 for $200 off the $995 early bird rate! Don't miss the chance to transform your CX strategy and lead your industry with insights that set you apart. I'll see you there! Learn more and register at https://lnkd.in/gd_RfUXv #partner #MedalliaExperience #CustomerSuccess #CXStrategy #Innovation

** "You've got to start with the customer experience and work backwards to the technology" ** I think this is still the CX quote I use the most, requote the most, refer to the most and like the most...and should underpin any philosophy around any customer strategy you should ever build. #cx2024 #cxstrategy

We are glad to introduce our upcoming Global Digital Transformation and Customer Experience Summit taking place on the 20th – 21st November 2024 in Boston, Massachusettes, USA. The 9th Global Digital Client Journey Transformation & Customer Experience Summit is more than an event; it’s an opportunity to gain a competitive edge, expand your network, and explore the limitless possibilities that the digital age offers. The CX Summit 2024 promises to be a groundbreaking event, uniting industry leaders and innovators to explore the latest trends and strategies in customer experience. In the heart of Boston, we invite you to embark on a transformative journey that will reshape your understanding of the digital landscape. Over these two action-packed days, we’re dedicated to delivering an experience that will leave you inspired, informed, and empowered to lead in the age of digital transformation. Get ready for two days of insightful content that will challenge your perceptions and fuel your digital ambitions. At the CX Summit 2024, delegates will gain actionable insights and innovative approaches to enhance customer engagement and drive business success. Our roster of world-class speakers thought leaders, and visionaries will delve into the latest trends, strategies, and innovations driving digital transformation and customer experience. These immersive sessions will deep dive into critical topics, providing you with the skills and knowledge needed to navigate the evolving digital terrain. You’ll gain access to invaluable insights, success stories, and practical takeaways that you can immediately apply to your own endeavors. Kindly visit our website for more information about the event: https://lnkd.in/ecV4rhYK #CW #DigitalTransformationSummit #CXInnovation #GlobalTechLeaders #CustomerExperienceSummit #FutureofDigital

Earlier this week, I had the privilege of speaking at the CX in Financial Services Summit 2024 on a topic I’m passionate about: Empowering Customer Centricity. “Culture eats strategy for breakfast” – As CX practitioners, this is something we need to lean into. It’s not just about having the right strategy on paper; it’s about embedding it into the culture. During my session, I shared EDC’s success in laying a foundational framework that helped the organization better understand and empathize with our customers. We explored key tools like journey maps, business archetypes, and personas—along with methods for delivering these insights through immersive digital experiences. This approach aimed to unify EDC’s customer strategy, empowering transformational teams with a clear, aligned focus. A few key takeaways from my presentation: 🎯 Customer centricity is a thread that should be woven into every facet of organizational culture—not just treated as a standalone pillar. ⏳ The outset of any digital transformation presents a unique window of opportunity for CX teams to put an experiential blueprint on paper. 💡 CX tools that seek to provide an exhaustive picture of customers, their needs, and the target state journey can have a powerful rallying effect, aligning the organization and driving more consistent execution. 📲 Digital over decks! Don’t sit on a mountain of great intel - CX insights, strategies and designs shouldn’t sit in stale PowerPoint decks. Leveraging digital methods to communicate with the organization in real-time is key. A big thank you to Mark Harrison for facilitating the Fireside Chat and to Customer Experience Canada for ensuring everything ran smoothly. I’d also like to express my gratitude to Export Development Canada | Exportation et développement Canada for the opportunity to speak, and a special shout out to our CX team whose collective genius made this presentation possible! #CX #CustomerCentricity #CXFSSummit2024 #cxfs

Do you know how to define your company's value? If the answer is no, you're far from alone.  At the last CX masterclass which we hosted in March in Johannesburg, we asked delegates if they knew how to articulate their value. An overwhelming majority of the room put their hand up, admitting to having no idea how to put their company value into words. This is a common problem we see in the line of work we do, and it’s one of the fundamental starting points of any good CX strategy. How can you sell something if you don’t really understand the value it adds to your customer's lives? I recently had a chat about this with an industry friend of mine, who was also a guest speaker at our last CX masterclass, Global CX & EX Specialist, Craig Lee "Transforming Experience" 🙏 In this vlog below, we unpack what is value, and how companies can better define or articulate the value they offer. If you are one of the many who struggle to articulate your company's value, join us at our next CX Masterclass in Cape Town on 06 & 07 August. Details here: https://bit.ly/3PZdoo2 #customerexperience #CX #Masterclass #Workshop

Knowing what someone last bought isn’t the same as truly knowing them. Over-personalization is overplayed, and it's on us as CX leaders to go deeper—to create connections that foster a real sense of belonging, identity, and loyalty by bridging the gap between brand and community. Join Danielle McBride and myself this Wednesday at Customer Experience Canada's Digital CX Summit, as we explore how to "Transcend the Transactional" and share a winning formula to connect with customers beyond the ordinary. #DigitalCXSummit #CustomerExperience #CXInnovation #BeyondTheTransaction #TranscendTheTransactional #CXLeadership #BrandConnection #CustomerLoyalty #CommunityBuilding #CXStrategy #CustomerEngagement #PersonalizationDoneRight #CustomerBelonging #CXTrends

Did you know that 88% of customers say the experience a company provides is as important as its products or services? Mastering CX is no longer optional – it's essential, for brands to thrive. In NICE's recent blog, Tamsin Dollin explores CX as the ultimate competitive edge. Dive in here> https://okt.to/6fW9Ug #CustomerExperience #ArtificialIntelligence

If you're not taking care of your customers, your competitors will ... This thought really resonated with me after attending two insightful CX events in Riyadh earlier this month: the "𝗫𝗘 𝗟𝗶𝘃𝗲 event by XEBO.ai and X-Shift" and "the 𝗦𝗮𝘂𝗱𝗶 𝗖𝗫 𝗔𝘄𝗮𝗿𝗱𝘀 organized by the Saudi CX Association in collaboration with Awards International". At both events, expert practitioners and thought leaders from across the globe came together to emphasize just how crucial Customer Experience (CX) is in today’s business environment. One common theme stood out: CX is no longer a nice-to-have, but a must-have for driving long-term success. 📊 Why Prioritize CX? 1. Customer Expectations Are Rising: Consumers today demand seamless, personalized experiences — whether they are shopping online or in-store. Your customers want to feel valued at every touchpoint. 2. Loyalty Is Earned, Not Bought: Exceptional CX doesn’t just win customers once, it builds brand loyalty and encourages repeat business. 3. Your Competitors Are Already Doing It: The experts at both the XE Live event and Saudi CX Awards were clear: if you're not focusing on your CX, your competitors will swoop in and take your market share. The discussions and real-world case studies presented at these events reinforced one critical message: Customer Experience needs to be at the core of every business strategy. From building trust to creating brand advocates, CX is the backbone of sustainable business growth. As we move into 2025, let's take this opportunity to double down on prioritizing Customer Experience. If we’re not actively listening to our customers, refining our processes, and innovating our touchpoints, our competitors will be there, ready to take the lead. Let’s commit to making CX the heart of our business strategy. #Anand_italks #CX #Loyalty

Spring into the CX exploration with Tom DeVries in his Keynote, Hooked on A Feeling: Experiences That Win Hearts, Blow Minds, and Boost Your Bottom Line at the CXM 360 in-person conference this 8-9 October. CXM 360, is always practitioner, never vendor-driven. If you've yet to register, do so today and take advantage of early-bird pricing (just $395): https://lnkd.in/eSKv2jD

Your contact center is more than a hub for customer inquiries – it’s a goldmine of valuable data generated from thousands of customer conversations 🏆. 😐 But the value of the contact center is often overlooked by the wider business, with brand, marketing, digital CX, and other teams working in silos. Our latest guide explores how contact center leaders can work closely with other departments to drive value across the whole organization 📈. Get your copy: https://bit.ly/43rD5Dg #CustomerFeedback #CustomerInsights #CX #VoiceAI