CX Year in Review – Trends, Best Practices, and Lessons Learned


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Industry surveys point to the critical gap that exists between the quality of service delivered and kind service that customers really want.

Quarterly, semi-annual, or yearly reviews of progress and accomplishments are a fundamental practice that nearly every organization performs. Taking time to review what worked and where renewed efforts are needed is essential to ensuring ongoing progress and development for any organization and especially for those who want to establish themselves as customer experience leaders.

According to data gathered from industry reports and presented in this infographic by CMS Wire, 86% of organizations claim to place strategic priority on customer experience management. Despite this, industry customer satisfaction rates show that there’s still much more that customers want from these organizations. Furthermore, 18% of the problems that many of these organizations face in terms of customer relations and service breakdowns are actually directly resulting from inadequately defined CRM strategies.

So what can be done? How can organizations better organize their CXM efforts and develop more effective strategies that will contribute to the positive CX results that will impact customers and the help accomplish the strategic initiatives organizational leaders ultimately want? Let’s take a look at 8 simple strategies that can be used as a framework for customer experience management success.

Customer Experience Year in Review – Trends, Best Practices, and Lessons Learned

Customer Experience Management Infographic

Republished with author's permission from original post.

Flavio Martins
Flavio Martins is the VP of Operations and Customer Support at DigiCert, Inc., a leading provider of enterprise authentication services and high-assurance SSL certificates trusted by thousands of government, education, and Fortune 500 organizations. Flavio is an award-winning customer service blogger, customer service fanatic, and on a mission to show that organizations can use customer experience as a competitive advantage win customer loyalty. Blog: Win the Customer!


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