How to use CX to drive sales & customer retention

As customer expectations evolve, delivering an exceptional experience isn’t just a differentiator, it’s essential to your brand’s success. From boosting sales to driving long-term retention, a strategically crafted customer experience (CX) helps businesses stay competitive, relevant and customer-centric.

In this edition of EverEvolving: CX & Tech Trends, we take a deeper dive into how your brand can use CX to drive sales & customer retention through our new ebook, From touchpoint to transaction: How to use CX to fuel sales & retention which examines how to create frictionless CX, utilizing AI and automation to turbocharge sales (and keep customers once you have them), and what metrics you should be focused on.

We also share thought leadership insights on a range of supporting topics, including:

☑️ The traditional contact center is dead: Why you need a modern customer service strategy

☑️ Outsourcing customer experience: Key considerations for selecting the ideal delivery partner

☑️ The role of technology in customer service and multilingual support

☑️ Frictionless CX: Your secret weapon for boosting sales and retention

☑️ Why visionary brands are focused on customer experience

Once again, thank you so much for being a part of our community, and happy reading! 🙌✨

[ From touchpoint to transaction: How to use CX to fuel sales & retention ]

Every effort your business makes — every touchpoint, message and interaction — builds a grid system of paths, roads and bridges that all lead to one destination: sales.

Customer experience drives revenue, customer loyalty and long-term business growth.

Gone are the days where CX is considered a “soft” metric with a murky return on investment. There’s a crystal-clear and measurable link between delivering superior experiences and driving both sales and retention.

Our ebook explores how brands like yours can use CX as a strategy to boost sales, improve conversion rates and drive lasting retention:

• Pushy is out, polite is in — swap the hard sell for a strong CX

• From “just browsing” to “take my money”: How frictionless CX closes deals

• Retention starts before they click ‘complete purchase’

• How to make AI and automation your sales team’s new MVP

• Are your numbers lying to you? The CX metrics that actually matter

➡️ Learn how to drive sales & customer retention 👉 here

[ The traditional contact center is dead: Why you need a modern customer service strategy ]

Okay, it's not dead-dead yet—but it's dying. Why?

☑️ Customer expectations have skyrocketed. Modern customers typically use eight channels to make contact to engage with companies. They demand personalized, on-demand customer service. They expect you to know who they are, what they need and how they prefer to communicate — whether they’re on their laptop at work or their phone in a coffee shop line. The days of generic service are long gone.

☑️ Technology has redefined CX. AI, automation and advanced analytics have transformed how businesses interact with customers. Contact center as a Service (CCaaS) models using cloud-based platforms help ensure a seamless and consistent experience across all touchpoints. Tasks once handled by humans, like FAQs and basic inquiries, are now automated. AI-powered tools can predict customer needs, route inquiries intelligently and even translate languages in real time.

☑️ Loyalty is fleeting. One bad experience is all it takes for a customer to move on to a competitor. In a world of abundant options, brands must work harder than ever to build and maintain loyalty.

What you should do instead to revive your customer service strategy?

➡️ Find out 👉 here

[ Outsourcing customer experience: Key considerations for selecting the ideal delivery partner ]

Choosing to outsource your #customerexperience delivery to a Business Process Outsourcing (#BPO) partner is a critical decision for any business. Get it right and your organization will enjoy significant improvements in efficiency, innovation and overall customer relations.

But if you get it wrong, while you might realize some initial cost savings, there is no guarantee that your CX will continue to align with customer needs or continue to add value to your brand that drives satisfaction and loyalty.

So, how do you assess the current state of your customer experience delivery and how do you use those insights to help identify the ideal BPO partner?

We cover the eight criteria you should consider when selecting the right #CX partner for your business.

➡️ Read our blog 👉 here

[ The role of technology in customer service and multilingual support ]

Multilingual support in CX drives customer loyalty and growth.

Offering multilingual support can also open up new opportunities. When customers feel understood and valued, they’re more likely to stick with a brand, recommend it to others and spend more over time.

Strong multilingual CX also helps brands break into new markets with confidence. Instead of seeing language as a barrier, it becomes a competitive advantage. Companies that invest in multilingual support signal that they are global, customer-centric and forward-thinking.

And in a crowded market, that kind of differentiation matters. Brands that can deliver consistent, high-quality support across languages stand out and win more customer loyalty in the process.

In our blog, we take a closer look at why mastering multilingual matters and how brands can do it right.

➡️ Learn more in our blog 👉 here

[ Frictionless CX: Your secret weapon for boosting sales and retention ]

What’s the secret sauce for boosting sales and establishing a network of repeat customers?

A superior customer experience.

A smooth, seamless customer journey is a must if you want to convert first-time customers into repeat buyers, including:

• Omnichannel game: How consistency across channels drives CX success

• AI-powered personalization: The smart way to get to know your customers

• Proactive engagement: Don’t wait for customers to come to you

In this blog, we dive into how to remove friction from the customer journey so you can boost your bottom line.

➡️ Learn more in our blog 👉 here

[ Why visionary brands are focused on customer experience ]

What does it take to become a visionary brand?

In every industry or sector, brands fall into one of three categories — visionary, premium and follower. And, irrespective of business type, what separates the brands and defines their category is the level of importance those organizations place on customer experience (CX).

Fortunately there are concrete steps all organizations can take to improve the quality and consistency of their customer experience and, in doing so, move their brand from follower to premium and eventually visionary status.

In our blog, we cover the 5 steps brands can take towards a better CX, empowering you to take full control of your CX and to better understand how each touchpoint adds to or potentially takes away from your brand, and by doing so, to move nearer to being categorized as a visionary.

➡️ Learn more in our blog 👉 here