Publication & Media
Transforming Customer Journeys to Enhance Experience and Business Growth
Published on CX Network Magazine
Date: 08/29/2024
✨ Transforming Customer Practice with Journey Management! ✨
Journey Management is one of the main pillars of the CX practice. The practice of operationalizing journeys goes at the hard of the business operation engine that makes things happen and ensures aligning business objectives and prioritization to what matters to customers, which drives business growth.
3 points should resonate from reading the article:
1️⃣ Marc Stickdorn adequately explained the misconception of journey maps.
2️⃣ What it takes to transform customer experience practice with journey management.
- Organizing Teams Around Journeys: Restructure around customer journeys with multidisciplinary teams and journey owners to ensure seamless, end-to-end experiences.
- Operationalizing Journey Management: Develop a framework with clear CX standards, democratize practices, and turn journey maps into actionable tasks aligned with business goals.
- Setting and Measuring Jourey Performance: Implement aligned metrics and analytics tools to track experiences, incorporating customer, operational, and financial indicators for ongoing improvement.
3️⃣ Benefits and impact of Journey Management.
- Improved Alignment and Efficiency: Cross-functional collaboration eliminates silos, reduces duplication, and enhances customer experience while driving cost efficiencies.
- Enhanced Scale and Speed of CX Improvements: Leverage cross-journey data for informed decisions, prioritize improvements, and accelerate enhancements through continuous feedback and agile iteration.
- Cultivating Loyalty and Advacy: Foster long-term relationships through personalized, connected experiences across touchpoints, driving growth and retention.
How is your organization transitioning from journey mapping to a growth-driving journey management practice?
Read the full article here to learn how to deliver superior customer experiences that boost business growth!
The Future of CX Blends AI and Chatbots with the Human Experience
Published on Consultancy-me
Date: 08/29/2024
✨ Are you Digitizing the Human Experience? ✨
3 points should resonate from reading the article:
- Shift from Cost-Cutting to Value Creation: Historically, customer service strategies focused on cost reduction, often at the expense of satisfaction. It's time to shift towards creating value through engaging, personalized interactions by designing consistent omnichannel experiences that resonate personally with customers, leveraging AI to enhance rather than replace human interaction.
- Personalization and Proactive Engagement: AI-powered chatbots are increasingly capable of understanding customer context and needs, allowing for personalized and proactive interactions. In the example in the article, a chatbot named Sarah not only assisted with a banking task but also proactively followed up and recalled previous interactions, demonstrating AI's potential to build trust and loyalty.
- Integration of AI and Human Interaction: Blending AI capabilities with human expertise is crucial for enhancing customer experiences. Chatbots should handle routine tasks efficiently while seamlessly transitioning to human agents for complex issues, balancing automated efficiency with human empathy.
Beyond boundaries: Exploring the impact of AI on connected omnichannel experiences
Published on CX Network Magazine
Date: 07/25/2024
When customers use two or more communication channels to finish a purchase or receive service, they’ve experienced an omnichannel journey, whether it was a connected experience or not. An inconsistent experience as they moved between channels can impact customers’ satisfaction and impression of the brand.
While the concept of omnichannel has been around for decades, brands still struggle to deliver an effortless, connected omnichannel experience because their internal processes, skills, technology and knowledge are not aligned with the omnichannel definition.
In this article, we’ll explore omnichannel experiences and how artificial intelligence (AI) overcomes internal challenges and enables brands to provide the seamless journeys customers want.
Let's look at the impact of AI on connected omnichannel experience:
- Unified customer view
- Improved frontline experience
- Process efficiency
Metric Management System: CX METRICS FUNDAMENTALS: DATA DRIVEN DECISION MAKING
The founder Musa Hanhan spoke at Customer Centricity World Series - Dubai
Date: 05/08/2024
https://customercentricityworldseries.com/agenda
Examine various types of CX Metrics to develop a fundamental understanding of when to apply them. Explore the strategic linkage between these metrics and their impact on financial outcomes. Additionally, provide practical guidance for establishing an effective CX metric management system that generates valuable insights and optimizes efforts in data-driven decision-making.
Why your predictive analytics and AI projects are failing – and how to transform your success
Published on CX Network Magazine
Date: 03/25/2024
In a recent trial, Air Canada suggested that an AI-powered chatbot that misled a customer was a separate legal entity responsible for its own actions. The court didn’t buy this argument. But it begs the question: Do businesses understand the risk and implications of deploying artificial intelligence (AI) and large language model (LLM) technologies for customer experience (CX)?
Predictive analytics and generative AI promise to revolutionize business operations by providing insights that can improve decision-making, optimize processes, reduce costs, and enhance CX. Yet, many predictive analytics and AI projects don’t live up to expectations, waste resources and miss opportunities, and damage brand reputation.
According to a recent Harvard Business Review article, most AI projects fail. Some estimates place the failure rate as high as 80 percent – nearly double the rate of corporate IT project failures a decade ago.
Let’s look at the five reasons why these projects struggle and some remedies.
- Lack of clear objectives and expectations
- Data availability and quality
- Talent
- Technology
- Governance and oversight
The top 50 customer experience influencers to follow in 2024
Published on CX Network Magazine
Date: 03/14/2024
It was an honor to include the founder, Musa Hanhan, among the top 50 CX influencers.
https://www.cxnetwork.com/cx-experience/articles/top-50-customer-experience-influencers-2024
CX Network is delighted to present this year’s guide to the top customer experience influencers we believe you should follow in 2024.
Our list includes CEOs, company founders, CXOs, thought leaders and academics from all over the world, who are making a significant impact in customer experience by bringing innovation to their field and inspiring the next generation of CX leaders.
The CX Network team compiled the list by judging a number of factors: social media presence, experience, the topics they cover and achievements in their sector as well as previous awards. Customer experience now involves more departments and job functions than ever before, and we have reflected this by ensuring the list includes a variety of regions, industries and job roles, with the aim of celebrating the huge diversity that exists in the global CX practitioner community.
Who Owns the Voice of the Customer?
Published on CX Network Magazine
Date: 02/13/2024
Traditionally, organizations have deployed Voice of the Customer (VoC) programs to get customer feedback so they can improve the experience and products they are delivering. In the age of artificial intelligence (AI), understanding the customer drives business growth and innovation, but many organizations are stuck in the past.
In these businesses VoC may still mean a survey pushed by the CX team to the customer after an interaction. But a singular focus on these programs and the idea that VoC belongs to the CX team blinds the business to the much more extensive customer data that exists across their organization, thanks to tools used by various departments that collect information without explicitly surveying customers. Put simply, these businesses are investing money and resources and wasting customer time in a program to gather feedback when they already have more valuable data within their organization….
There are several common issues with data that must be resolved before its full value can be unlocked.
- Weak data management
- Organizational silos
- Lack of best practices and methodologies
- Incomplete customer journey measurement
Why data is the most underappreciated asset in your company
Published on CX Network Magazine
Date: 01/18/2024
Co-authored with Sami Nuwar
In today's dynamic, technology-driven business landscape, companies are constantly seeking that elusive edge over their competitors. They invest heavily in cutting-edge tools, hire top talent, and meticulously strategize to gain a competitive advantage. Yet, there is one asset that is often taken for granted, even though it could be the key to unlocking unparalleled success: data.
In the relentless pursuit of innovation and growth, many organizations fail to recognize the true potential of their data – an oversight that may be costing them dearly.
Data has silently transformed into the lifeblood of modern businesses. It flows through every department, transaction and decision. However, despite its omnipresence, it remains an underappreciated and underutilized resource in the corporate world. In this article, we will delve into the reasons why data is often undervalued and explore the profound impact it can have when harnessed effectively.
Predicting the Voice of Customer: Unveiling the Power of Data-Driven Feedback
Published on CX Scoop Magazine
Date: 07/12/2023
In today's customer-centric world, businesses increasingly recognize the value of understanding the Voice of the Customer (VoC) to enhance their products and services.
Traditionally, customer feedback was collected through surveys, interviews, and questionnaires. However, with recent technological advancements, particularly in generative AI, organizations should develop new strategies, practices, and skills to leverage the vast amount of data collected from customer interactions. This eliminates the need to directly ask customers for input about their experiences with brands since the information is already available and stored in organizational systems. The challenge lies in converting customer data, feedback, and signals into actionable knowledge that can improve the customer experience.
CXBuzz Interview With Musa Hanhan, Managing Partner at Xperiente
Published on CXBuzz Magazine
Date: 07/09/2021
What is the biggest misunderstanding about customer experience, in your opinion?
In the past few years, the meaning of customer experience has become diluted through overuse. It’s now synonymous with surveys, customer service, customer support, customer success, sales and marketing, and who knows what else.
Customer experience is actually the perception customers have of an organization, which has been formed based on interactions across all touchpoints, channels, people, and processes over time.
Even though everything we do in the business is customer experience because it’s driven by customer perception, a customer experience practice must be defined as a set of disciplines in the areas of experience design, operations, customer data analytics and insights, metric management, and organization culture & behavior.
Are you designing your experiences for customer loyalty or for customer retention?
Published on CXBuzz Magazine
Date: 03/03/2021
Last week, I worked at the Philz coffee shop in my neighborhood, where there was a line of patrons waiting 15 to 20 minutes to watch their coffee be freshly ground and brewed and to pay a premium price for it. And the line wound far outside the shop, which made me wonder what made the experience here different than in another popular coffee shop just a couple of blocks away.
So, I asked customers around me why they come to this shop and not the other. It turned out there were two types: customers who were loyal to the brand; they get their coffee only from Philz. They even have the app to tell them where Philz shops are and schedule all their in-person meetings and dates at the coffee shop. The other group likes Philz coffee and comes often, and while most brands would consider this to be successful customer retention, they are not necessarily loyal. They go to other coffee shops and do not often recommend Philz to their friends and family. They were there because they like the coffee and it was close by.
So, what is the difference between customer loyalty and customer retention?
The Important of Personalized Experience
Published on TechTarget Megazine https://www.techtarget.com/searchcustomerexperience
Date: 09/02/2020
To say that 2020 has changed things would be an understatement. The year has altered not just health practices and social guidelines but has changed the way businesses and brands function.
Digital marketing, customized customer experiences, and living brand values are emerging as critical components to a company’s success in this day and age. Now while many global brands are shining brighter than ever before, some businesses are not quite hitting the mark.
What we now know is that the key to this difference may lie in understanding the value of personalized experience and how to in turn measure customer value. To accurately evaluate customer value is a giant undertaking but one well worth the effort.
The first step being how CX practitioners can move from delivering a one size fits all approach in customer service to a personalized experience?
Challenges and Opportunities: The Current State of VoC, and Where It’s Going
CXPA Podcast
Date: 03/03/2021
Podcast: Challenges and Opportunities: The Current State of VoC, and Where It’s Going: This panel discussion with CX thought leaders include how organizations apply VoC programs and what the future will bring. At 07:20, Musa Hanhan shares the importance of proactively listening to the customers. From 09:10 to 14:56, panelists discuss what most mature companies do to drive action plans as a result of customer feedback. From 15:16 to 23:30, panelists share their thoughts about the first steps of establishing VoC programs, VoC platforms’ capabilities and the critical factors they look at while choosing one.
Podcast Episode #84 (subscription-based models impact the customer experience for B2B companies.)
Walker The CX Leader Podcast
Date: 09/17/2019
Podcast: https://cxleaderpodcast.com/a-prescription-for-subscription/
B2B companies are beginning to move into more subscription-based services, another influence from the B2C space. Steve welcome Musa Hanhan, senior director of customer experience at Genesys, to discuss how subscription-based models impact the customer experience for B2B companies.
Mention in Publication
