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Why Is CX Maturity Critical to Running a Better Customer Experience?

By Concentrix + Webhelp - CX Marketplace posted 11-28-2023
What Is CX Maturity? Customer experience is about far more than just a customer’s latest interaction with a brand, its products, or its services. It’s about more than that brand’s retail or support teams. It’s even about more than the people and processes behind those teams. Take a step back. Look at the bigger picture. While you’re at it, do away with the frame and look at everything hidden on the edges (or even the back) of that picture. When looking at CX maturity, you need to think about customer experience in terms of everything that impacts the customer—directly or indirectly. If CX is everything that impacts the customer, then CX maturity ...

Brand Loyalty Strategies That Lead to Brand Love

By Concentrix + Webhelp - CX Marketplace posted 11-28-2023
Implementing the latest brand loyalty strategies can take you one step closer to achieving brand love with your customers. But first— what is brand love ? For our State of Brand Love report, we surveyed 3,375 consumers to build a framework for identifying, improving, and growing brand love. The framework places brands on either an “inner circle” (brands that are most loved by respondents) or an “outer circle” (brands that are actively avoided by respondents). By contrasting the two groups using the inner/outer circle model, we were able to determine the factors that make people love their most cherished brands, and why other brands don’t ...

Wellbeing at Scale: The Impact of Employee Wellbeing Initiatives

By Concentrix + Webhelp - CX Marketplace posted 11-06-2023
Connecting Employee Wellbeing Initiatives and Exceptional Work Experiences In today’s dynamic and fast-paced business environment, organizations are increasingly recognizing the profound impact that employee wellbeing has on their overall success. A happy and healthy workforce not only contributes to enhanced productivity, but also fosters a culture of engagement, innovation, and sustained growth. Understanding and improving employee wellbeing is no longer an option—it’s a strategic imperative for organizations seeking to thrive. Recognizing this imperative, Concentrix + Webhelp embarked on a groundbreaking journey to assess, analyze, and enhance the ...

The World’s Most Trusted Brands Do These Three Things

By Concentrix + Webhelp - CX Marketplace posted 11-06-2023
It shouldn’t surprise anyone that the brands most loved by customers are also the most trusted brands. And our recent research on brand love backs this up. In our State of Brand Love report, we surveyed customers to build a framework for identifying, improving, and growing brand love. The framework places brands in either an “inner circle” (brands that are most loved by respondents) or an “outer circle” (brands that are actively avoided by respondents). By contrasting the two groups using the inner/outer circle model, we were able to determine the factors that make people love their most cherished brands, and why others don’t make the cut. ...

Supercharging the Customer Experience with AI Modeling

By Concentrix + Webhelp - CX Marketplace posted 10-12-2023
ChatGPT’s rapid rise to household name is reshaping business faster than many business leaders can keep up with. If you’re feeling overwhelmed by generative AI, you’re not alone. Across industries and sectors, people are at varying stages of maturity in their broader AI journey, and many don’t know where to start with AI and AI modeling.   What’s important to understand is that building AI-powered systems is not one size fits all. Determining the right kind technology and type of models for the use case is crucial from both an effectiveness and cost control perspective. By harnessing the power of generative AI, alongside conversational and traditional ...

What Is Brand Love?

By Concentrix + Webhelp - CX Marketplace posted 10-12-2023
What is brand love, and how can you nurture it with your customers? Through independent consumer research , we identified key facets that define brand love, providing insights into what fosters or hinders customer-brand relationships . We found that there are three core areas crucial to cultivating brand love: quality, customer experience, and trust. Our research has underscored that investing in these aspects can lead brands to achieve brand love “nirvana.” How did we come to these conclusions? By drawing from a comprehensive survey of 3,375 consumers evaluating over 1,150 brands across nine industries, we were able to create a framework for measuring ...

From Bytes to Bites: The Value of Process Mining in Front- and Back-Office Operations

By Concentrix + Webhelp - CX Marketplace posted 10-12-2023
As a customer, it’s exceedingly frustrating when brands don’t deliver on their customer service experiences. Case in point: my subscription meal kit service. Every month, rain or shine, my meal kit showed up at my door. Until Saturday.     For no reason, I stopped receiving my meal kit, which put a crimp in my meal planning. I went online and reported the problem using the online form. I figured that would take care of it. But Monday rolled around, and there were still no farm fresh ingredients.   Again, I submitted an online form. End of the week arrives and still no meal kit. Now I’m getting desperate as I’m starting to run seriously low on groceries. ...

Generative AI and Enterprise Intelligence: The Next Horizon for VOC

By Concentrix + Webhelp - CX Marketplace posted 08-28-2023
Artificial intelligence (AI) has been evolving rapidly, and one of its most promising applications is generative AI. This technology is poised to transform the way enterprises capture and understand customer intelligence—and it’s about time. For too many years, voice of the customer (VOC) programs have been stuck in neutral and failed to live up to their potential. Executives complain about lack of speed-to-insight, actionability of the data, and tangible evidence that demonstrates the financial return on investment (ROI) of listening to customers. These frustrations are very real and there’s good reason for them. Here are a few examples: Small CX teams: ...

Generative AI in the Enterprise: Start with a Proof of Concept

By Concentrix + Webhelp - CX Marketplace posted 08-28-2023
For all the complexity and hype around generative AI, there’s one business case that stands above all others: enhancing the customer experience. Brands should be aspiring to transform ordinary experiences into extraordinary ones and to make the impossible, possible. To truly understand the potential of generative AI in the enterprise, you’ll have to dig into your use cases. You’ll need to navigate the misconceptions around it. And you’ll need a proof of concept.   Navigating Uncertainty As you look to stand up your own generative AI-powered solutions, you’ll likely face some confusion, misconceptions, and objections. The uncertainty around generative ...

Three Approaches to Designing a Global Loyalty Program

By Concentrix + Webhelp - CX Marketplace posted 08-28-2023
Designing a domestic loyalty program is no small feat. Crafting a vision for membership is a commitment, requiring months of careful planning and synchronization across the business. Add in other geographical regions, and while the task of loyalty program design becomes more exciting, it also becomes infinitely more complex. When designing a global loyalty program , there are three approaches to consider—which approach you take depends on your long-term loyalty strategy and business goals. Approach 1: Every region runs a unique program. Approach 2: A regional program is expanded to global markets. Approach 3: ...

Designing for Tomorrow: The Role of Generative AI Technology in Human-Centered Innovation

By Concentrix + Webhelp - CX Marketplace posted 07-26-2023
Generative AI technology, thrust into the spotlight by platforms like ChatGPT and Bard, is transforming the way businesses interact with their customers. It’s a pivotal moment, what could become a once-in-a-generation opportunity to tackle long-standing problems that were previously unsolvable due to technological limitations. From the little things to the seismic, brands will need to shift the customer experience (CX) forward, and in the process, design, build, and run entirely new ways of working and engaging customers. By focusing on applying a human-centric design approach to generative AI technology, you can unlock a human multiplier-effect for your ...

Why You Need the Right Data and Analytics Experts

By Concentrix + Webhelp - CX Marketplace posted 07-26-2023
Data fuels today’s businesses. Companies collect data from a plethora of customer interactions ranging from point-of-sale systems, chat-based help, IVRs, and back-end systems. But without the right strategy and plan, much of this data can turn into noise. And you could be missing out on actionable insights that can power improvements, increase customer satisfaction, and fuel profitability. Understanding and making sense of all this data is challenging and could be quite costly if managed incorrectly—both in terms of driving growth and your brand value. And, in an era where everyone’s struggling to do more with less, it’s essential that organizations get their ...

Driving CX with Bots: What Are They and How Do They Help Your CX?

By Concentrix + Webhelp - CX Marketplace posted 07-26-2023
The speed at which technology changes and advances is increasing, and businesses are looking for ways to keep up while balancing between the needs of the business and the needs of their customers. Customers are seeking personalized information, and they don’t want to wait to get it. In fact, 56% of customers expect offers to always be personalized. 1 One way to meet both goals is to embrace digital self-service. “Future experiences will be both more invisible and more immersive. The below-the-glass technology that powers on-the-glass experiences will be increasingly invisible. Brands will become so adept at anticipating the needs of their customers ...

How to Keep Your Customer Connection Always-On

By Concentrix + Webhelp - CX Marketplace posted 06-07-2023
As the world becomes more and more digital-first, customers aren’t the only ones opting for easy, digital experiences. Brands are too. Companies looking for an easy way to stay connected with customers in digital channels have catapulted contact center as a service (CCaaS) platforms, powered by underlying communications platform as a service (CPaaS) technology, into some of the fastest-growing communication industries today. While CCaaS and CPaaS technologies are helping brands to improve and streamline the customer experience, they’re not without their challenges. In this article, we’ll take a take a look at the sticking points you may experience ...

Shifting Your Retail Loyalty Strategy from Rewards to Outcomes

By Concentrix + Webhelp - CX Marketplace posted 06-07-2023
Retail loyalty programs have historically offered simple transactional benefits such as free shipping, discounts, rewards, free gifts, point collection, and VIP tiers with first access to products, sales, or experiences. The logic is simple—a customer belonging to a loyalty program has a stronger propensity to spend more and return to the brand again and again. But a simple loyalty strategy focused on rewards programs is not enough anymore. The way customers engage with brands—and how they make their buying decisions—have changed along with the factors influencing loyalty. From rewards programs to a loyalty strategy based on a deeper emotional connection ...

Modernizing the Voice of IVR Banking

By Concentrix + Webhelp - CX Marketplace posted 06-07-2023
Our client, one of the largest credit unions in the United States, has been working with Concentrix for two decades. Back in 2013, when IVR technology was just starting to grow beyond simple call routing, we developed its first dual tone multi-frequency (DTMF) banking application. If “press 1 for checking” sounds familiar, it’s because many applications still use those same DTMF commands today. Challenge Fast forward to 2021 and the client approached us with a challenge to modernize its banking application experience. It wanted more functionality, flexibility, and less reliance on hardware licensing. Oh, and it also wanted to boost member satisfaction ...

Process Optimization with AI

By Concentrix + Webhelp - CX Marketplace posted 05-03-2023
Have you ever seen a walking path that gets you from point A to point B…but it’s the long way around? Sure, the architect thought it was a good design, but it’s not the way we want to go, so we take a different path – a shortcut. The result? A journey that isn’t working the way it was designed. Customers are often faced with multiple choices – multiple paths – to accomplish a goal and this can create issues that require process optimization. Poor business process intelligence can negatively impact the overall customer experience as well as business performance and efficiency. For example, don’t you hate it when you call customer service to do ...

How the Metaverse Future Can Fuel Your CX Present

By Concentrix + Webhelp - CX Marketplace posted 05-03-2023
The world of now is always slowing down the world of the future. Brands and enterprises want their strategies on a sound footing before dedicating the time, process, and people to realizing them. Which means experiments, like the metaverse, may have to overcome some obstacles before seeing investment. Many technologies, when taken individually, fail to bring compelling value for the risk. When Meta, formerly Facebook, says the metaverse is 5-10 years out, 1 it begs the question, “Why would we invest in an area that won’t see returns for possibly a decade?” But you don’t have to bet the farm on a metaverse future. We see many new experiences using ...

Firing on All Cylinders: Frontline Performance with VOC Programs

By Concentrix + Webhelp - CX Marketplace posted 05-03-2023
Last week, I begrudgingly brought my SUV to the dealership for a routine inspection and oil change. I dread these service visits (and put them off as long as I can) because I know absolutely nothing about automobiles. As I waited for the service to be done, the mechanic would occasionally pop by to explain what they were going to do to fix up my car. I’d quickly agree to whatever was recommended, as his suggestions went completely over my head, given my lack of automotive knowledge. Two hours later, the mechanic asks me if I’m ready to go and I eagerly say “yes,” excited to finally get out of this very uncomfortable (for me) situation. I follow ...

What Is Journey Orchestration?

By Concentrix + Webhelp - CX Marketplace posted 03-14-2023
Born Digital, Episode 5 Recap The customer experience never sits still. As customer tastes and preferences change, CX is always evolving to keep up. According to Adobe’s 2023 Digital Trends Experience Index, “89% of senior executives believe customer experiences are constantly resetting to match their best omnichannel experiences.” 1 With the need to exceed the latest and greatest experiences, brands must reimagine who they engage with customers. Given that, it’s imperative that brands understand their customers and know where they are in their journeys and use that knowledge to not only meet them where they are—no matter how far in they ...