Why customer-first strategies are essential for digital transformation

Customers engage with businesses differently depending on multiple market factors. To come up with a successful customer engagement strategy, businesses need to consider the following: 🎯 1. Personalization: The use of data analytics to create tailored recommendations and experiences. 🤖 2. AI and Chatbots: The integration of artificial intelligence and chatbots in customer service to streamline interactions. 🛠️ 3. Technology Integration: The importance of using technology to enhance the customer experience. ♻️ 4. Social Responsibility: The shift in consumer preference towards companies with eco-conscious and socially responsible practices. ⚙️ 5. CRM Systems: The crucial role of Customer Relationship Management (CRM) systems in helping businesses manage these changes, increasing productivity and fostering seamless collaboration. A proactive and strategic approach to these trends is essential for success in today's customer-centric business environment. 📖 Discover the changing landscape of customer expectations and the strategies for you to adapt here: https://bit.ly/4gif7Rm

Workflow feature brings flexible & effective solutions for customer service! ⭐ CX Genie’s Workflow feature empowers AI chatbots to go beyond generic responses enabling them to understand and intelligently reply to complex scenarios, creating natural conversations and elevating customer satisfaction. Personalized experience: Automatically adapts to customer feedback, avoiding scripted, repetitive chatbot replies. Omnichannel synchronization: Works seamlessly across chatbot, email, and social media with consistent messaging. Accurate data: Connects directly with CRM/internal systems for real-time responses. Instant surveys: Collects feedback after every interaction for continuous improvement. Timely handling: Alerts staff immediately in complex situations to prevent customer waiting. Detailed reporting: Tracks performance and optimizes workflows based on real data. No coding required, no complexity, just seamless customer experiences that feel real! 👉 Try Workflow today and turn your customer service process into a true competitive advantage.

🚀 Branch 11 – Customer Excellence 🌟 As part of our ongoing journey through the pillars of excellence, today we focus on Customer Excellence – the art and science of building trust, delivering value, and fostering long-term relationships. 💙 🔑 Why it matters: In today’s hyper-competitive world, customers don’t just buy products or services; they invest in experiences. Organizations that master Customer Excellence turn every interaction into an opportunity to strengthen loyalty and brand equity. Here’s a structured view of Customer Excellence ⬇️ 🌍 Key Dimensions of Customer Excellence 1️⃣ Customer Understanding Voice of Customer (VoC) programs Surveys, NPS, and customer insights Behavioral analytics 2️⃣ Customer Experience (CX) Seamless omnichannel interactions Journey mapping & touchpoint optimization Emotional connection & personalization 3️⃣ Relationship Management CRM systems & loyalty programs After-sales engagement Proactive service and retention strategies 4️⃣ Customer Value Creation Co-creation with customers Value-added services Tailored solutions for evolving needs 5️⃣ Service Excellence Standardized service delivery Complaint resolution frameworks Empowered frontline teams 6️⃣ Customer-Centric Culture Organization-wide mindset shift Training for empathy & responsiveness Incentives linked to customer outcomes 7️⃣ Digital Engagement AI-driven chatbots & self-service portals Social media responsiveness 24/7 digital support 8️⃣ Feedback & Continuous Improvement Closed-loop feedback mechanisms Real-time dashboards Innovation driven by customer insights ✨ Customer Excellence is not a one-time achievement—it’s a continuous promise to listen, adapt, and exceed expectations. 👉 How does your organization integrate customer excellence practices into daily operations? #CustomerExcellence #BusinessExcellence #CX #QualityExcellence #ContinuousImprovement #CustomerExperience #Leadership #Innovation #ExcellenceFramework

Simplifying customer experiences doesn't just delight, it is critical to drive profitability. In a webinar hosted by Harvard Business Review - Rob Birse (Head of Global B2B e-commerce at Kellogg’s), Michael Krigsman (CXOTalk), and Abbie Lundberg (HBR Analytic Services) drew upon a global research to demonstrate how CX leaders are reshaping strategies to be smarter, more streamlined, and more profitable Harvard Business Review. This is a bit dated however still quite relevant. Key insights from the webinar: - Data-driven alignment: Companies investing in unlocking customer insights (77%) and boosting engagement (80%) can better anticipate needs and deliver personalization - Unified customer data: Connecting teams across functions to a single source of truth sharpens decision-making and consistency. - CX Metrics & Proficiency: Knowing which CX metrics matter, combined with skills in predictive analytics, helps elevate customer interactions. - Privacy & Trust: Transparent data privacy models are essential in building and maintaining long-term trust. - CX Leader Checklist: A practical guide for crafting experiences that are easy, engaging, and profitable — showcased what companies like Kellogg’s are doing to lead in CX - In short: A successful customer experience strategy hinges on insight, alignment, and trust. It empowers organizations to move beyond silos, deliver consistently, and stay customer-centered. What’s your take? - How are you integrating customer insights and data across your teams? - Which CX metrics are driving the biggest impact in your work? - What role does privacy and trust play in your organisation’s CX strategy? https://lnkd.in/gzD7JTCA Salesforce VSPAGY Globe Teleservices Pte. Ltd.

Customer experience technology is reshaping how organisations connect with their clients and drive business growth. Our latest blog post examines a range of technological strategies that enhance every interaction – from the first introduction through to post-purchase support. By investing in advanced systems such as AI chatbots, CRM platforms, and omnichannel solutions, companies are realising benefits that include increased customer retention, reduced service costs, and improved market share. The guide explains that when customer data is managed effectively and integrated into daily operations, businesses are better able to offer personalisation and swift responses to consumer needs. Tools like predictive analytics not only assist in anticipating client requirements but also allow companies to tailor their services proactively, ultimately fostering loyalty and operational efficiency. A thoughtful selection and deployment process is key. Companies are encouraged to define clear, measurable goals, assess current capabilities, and implement pilot programmes to ensure smooth adoption and momentum. This structured approach minimises disruption and accelerates the realisation of tangible benefits. Emerging trends, such as voice-activated self-service, augmented reality assistance, emotion analytics, and privacy-enhancing data architectures, are set to further redefine customer relationships in an increasingly digital market. Their integration could offer organisations vital insights and a secure competitive advantage in the evolving business landscape. How do you see the latest customer experience technology influencing your organisation's strategy? #CustomerExperience #BusinessGrowth #DigitalInnovation #TechStrategy #CXInsights

Customer experience technology is reshaping how organisations connect with their clients and drive business growth. Our latest blog post examines a range of technological strategies that enhance every interaction – from the first introduction through to post-purchase support. By investing in advanced systems such as AI chatbots, CRM platforms, and omnichannel solutions, companies are realising benefits that include increased customer retention, reduced service costs, and improved market share. The guide explains that when customer data is managed effectively and integrated into daily operations, businesses are better able to offer personalisation and swift responses to consumer needs. Tools like predictive analytics not only assist in anticipating client requirements but also allow companies to tailor their services proactively, ultimately fostering loyalty and operational efficiency. A thoughtful selection and deployment process is key. Companies are encouraged to define clear, measurable goals, assess current capabilities, and implement pilot programmes to ensure smooth adoption and momentum. This structured approach minimises disruption and accelerates the realisation of tangible benefits. Emerging trends, such as voice-activated self-service, augmented reality assistance, emotion analytics, and privacy-enhancing data architectures, are set to further redefine customer relationships in an increasingly digital market. Their integration could offer organisations vital insights and a secure competitive advantage in the evolving business landscape. How do you see the latest customer experience technology influencing your organisation's strategy? #CustomerExperience #BusinessGrowth #DigitalInnovation #TechStrategy #CXInsights

Why Sell Mitel CX to Your Customers? Customer experience (CX) is no longer a “nice-to-have”—it’s a business-critical differentiator. Companies that invest in CX see 51% higher customer retention and 41% faster revenue growth compared to those that don’t. Mitel CX gives you the perfect solution to help your customers achieve these results. Here’s why: ✅ 1. All-in-One AI-Powered Platform: Mitel CX combines omnichannel engagement, AI-driven automation, and advanced analytics in a single platform. No more juggling multiple vendors—your customers get a single pane of glass for voice, chat, SMS, email, video, and social messaging. ✅ 2. Extreme Deployment Flexibility: Unlike most CX platforms that are cloud-only, Mitel CX offers on-premises, cloud, or hybrid deployment. This is a game-changer for customers in regulated industries like healthcare, finance, and government who need data sovereignty and compliance without sacrificing innovation. ✅ 3. AI That Drives Efficiency: GenAI Virtual Agents handle up to 90% of customer inquiries, freeing human agents for complex issues. AI Agent Assist provides real-time suggestions, translations, and sentiment analysis. AI-powered analytics deliver actionable insights to improve CSAT, FCR, and NPS scores. ✅ 4. Omnichannel Customer Journeys: Customers expect to connect on their terms—voice, chat, social, or video. Mitel CX enables seamless channel pivoting and personalized experiences across every touchpoint. 3✅ 5. Revenue Growth for Your Customers (and You!): Better CX = higher loyalty and lifetime value. 86% of customers will pay more for great experiences, and 75% will forgive mistakes if service is excellent. Selling Mitel CX positions you as a strategic partner, not just a technology vendor. So, what's the Bottom Line: Mitel CX isn’t just a contact center solution—it’s a future-ready CX platform that helps your customers retain clients, boost revenue, and scale efficiently. By offering Mitel CX, you’re giving them the tools to win in a competitive market—and creating recurring revenue opportunities for your business.

Continuous memory of customer interactions is how the next wave of B2C brands will win. If you can track the entire customer journey and create experiences that feel personal and on-point, you will keep them coming back. Fragmented memory destroys sales momentum, and customers hate the experience as well. Nobody likes to ask a support bot a question, get escalated to a phone based support rep, have to ask the same question again, and then ask a third time when they are patched over to the right team to help them. A week later, they won't remember the final support rep that helped them. They will remember that it took half an hour of their day to get a simple issue resolved and they won't want to shop with you again. At a minimum, the history of customer interactions should be visible to your customer facing AI tools, and human agents if you have them. But the truth is that today's consumers expect more then that. They want your brand to know what they bought last time, what else might be a good fit for them, and how they can get more value from your product. They want to be rewarded for their loyalty and they want the offers you give them to be personal and based on their past interactions, not random and general. This is where most people miss the value of AI Agents. Yes, they are great for handling dialogues for support and conversion. But more then that, they are the interaction layer that 100x's the data your company can collect on it's customers. Armed with that data, you can create customer experiences that blow the competition out of the water. Are you leveraging data from customer-agent interactions to improve CX and sales?

AI-Powered Platforms for Customer Support, Service, And Experience Use-Cases. 1) Lindy AI: Led by Flo Crivello, Lindy AI is the simplest way for businesses to create, manage, and share agents. Know More At: lindy.ai 2) Sendbird: Led by John S. Kim, Jin Ku, Harry Kim, and others, Sendbird is the AI for delightful customer service. Know More At: sendbird.com 3) Plivo: Led by Venky B and Michael Ricordeau, Plivo builds AI Agents that handle your conversations just like humans. Know More At: plivo.com 4) Gupshup: Led by Beerud Sheth, Krishnamurthy Tammana, Gaurav Kachhawa, Amit Shrivastav, and Salim Ali, Gupshup helps Drive Business Growth with Autonomous AI Agents for Every Customer Conversation. Know More At: gupshup.ai 5) Pypestream: Led by Richard Smullen, Pypestream's AI-powered Agents automate your unique business processes and streamline customer and employee interactions to provide instant support, reduce costs, and improve satisfaction. Know More At: pypestream.com 6) SuperAGI: Led by Ishaan Bhola and Mukunda NS, SuperAGI is an AI-Native CRM for Unified Sales, Marketing & Support. Know More At: superagi.com 7) Thunai.AI: Led by Aditya Santhanam, Kapildev Arulmozhi, and Jegan Selvaraj, Thunai is the Agentic AI Middleware for Modern Contact Centers. Know More At: thunai.ai 8) Robylon AI: Led by Dinesh Goel, Robylon reimagines customer experience with AI Agents. Know More At: robylon.ai 9) Richpanel: Led by Amit RG, Richpanel is building autonomous AI agents that enable brands to deliver instant support and seamlessly talk to millions of customers simultaneously. Know More At: richpanel.com 10) Kapture CX: Led by Sheshgiri Kamath, Vikas Garg, Himanshu Garg, Rudra Prasad Nanjundappa, and others, Kapture is an Agentic AI Platform for Customer Experience, Built for Enterprise. Know More At: kapture.cx Post: https://lnkd.in/gnXwUX-K X: https://lnkd.in/gEXDud3S

AI-Powered Platforms for Customer Support, Service, And Experience Use-Cases. 1) Lindy AI: Led by Flo Crivello, Lindy AI is the simplest way for businesses to create, manage, and share agents. Know More At: lindy.ai 2) Sendbird: Led by John S. Kim, Jin Ku, Harry Kim, and others, Sendbird is the AI for delightful customer service. Know More At: sendbird.com 3) Plivo: Led by Venky B and Michael Ricordeau, Plivo builds AI Agents that handle your conversations just like humans. Know More At: plivo.com 4) Gupshup: Led by Beerud Sheth, Krishnamurthy Tammana, Gaurav Kachhawa, Amit Shrivastav, and Salim Ali, Gupshup helps Drive Business Growth with Autonomous AI Agents for Every Customer Conversation. Know More At: gupshup.ai 5) Pypestream: Led by Richard Smullen, Pypestream's AI-powered Agents automate your unique business processes and streamline customer and employee interactions to provide instant support, reduce costs, and improve satisfaction. Know More At: pypestream.com 6) SuperAGI: Led by Ishaan Bhola and Mukunda NS, SuperAGI is an AI-Native CRM for Unified Sales, Marketing & Support. Know More At: superagi.com 7) Thunai.AI: Led by Aditya Santhanam, Kapildev Arulmozhi, and Jegan Selvaraj, Thunai is the Agentic AI Middleware for Modern Contact Centers. Know More At: thunai.ai 8) Robylon AI: Led by Dinesh Goel, Robylon reimagines customer experience with AI Agents. Know More At: robylon.ai 9) Richpanel: Led by Amit RG, Richpanel is building autonomous AI agents that enable brands to deliver instant support and seamlessly talk to millions of customers simultaneously. Know More At: richpanel.com 10) Kapture CX: Led by Sheshgiri Kamath, Vikas Garg, Himanshu Garg, Rudra Prasad Nanjundappa, and others, Kapture is an Agentic AI Platform for Customer Experience, Built for Enterprise. Know More At: kapture.cx Post: https://lnkd.in/gXeX_pCS X: https://lnkd.in/gZtQzDer