Are Experiences are on the Decline?: New Research on Rising Expectations in 2023

In the customer contact space, improvement is always the goal. Over the past few years CX leaders have consistently strived for greatness, delivering memorable experiences and over the top support.

But, customer expectations have seemingly outpaced experiences. Today’s customers are looking for more from their favorite brands and are often disappointed by the current state of experiences. According to CCW Digital’s latest consumer preferences survey as few as 4% of customers believe experiences have gotten much better in the past year and 57% would go as far as saying they have actually gotten worse.

There is a growing disconnect between what customers expect out of brands and what they are currently equipped to deliver. The more brands work to enhance experiences, the faster customers see these improvements as an ordinary part of the customer journey.

In the digital age, customers are looking for more defined personalization, speed and support. However, many companies are surprisingly missing the mark when it comes to all three.

If it feels like you are consistently working to become more customer-centric and optimize productivity in the contact center with little success, you’re not alone. CCW Digital is working to unpack some of the challenges that are preventing this chronic disconnect and highlight key solutions for meaningful improvement. 

The CX Trends, Challenges and Opportunity seminar series, airing July 24-27th, will dive into top obstacles and successes of top customer contact leaders and share insights for implementing effective change. Through research, strategy and tactical implementation sessions, attendees can tune into seminars that address the most critical trends in customer contact today.

Here is a preview of the upcoming lineup:

Uncovering the 8-Inclusion Needs of all Customers with Dr. Liz Wilson

To deliver better experiences, companies must serve everyone. In a world where all individuals have unique needs, organizations must recognize these differences and consequently address them to ensure an inclusive and accessible experience for all.

Because, if overlooked, companies are missing out on an entire population of customers who may be interested in engaging with their brand but simply haven’t had the opportunity or the tools to have a successful interaction. 

In this session, Dr. Liz Wilson will share strategies for engaging all customers and ensuring inclusion across the customer journey. CEO of Include Inc., Dr. Liz has over 25 years of experience leading capability development and change. Her research is focused on approaching inclusion differently, she is passionate about transforming work and culture to address the needs of everyone. By uncovering the 8-inclusion needs of all people, she will share how leaders can better understand and accommodate their employees, customers and colleagues. 

This session will also cover:

- Frameworks for establishing a more inclusive customer experience
- Practical and applied behavioral science techniques for transformation
- A roadmap for long term success 

Is Customer Service Good PR?: Identifying the Point of Impact for Memorable CX

Customer service is now a direct reflection of your brand. Since the introduction of social media, customers now have the ability to sing your organization’s praises or share their pain points for all to see. Therefore, it is now more important than ever for brands to prioritize customer needs and build a united front of knowledgeable, capable and agile employees.

Evangeline Marcial, Director of Customer Service at Pentair, will share her experience transforming customer service operations and reframing the mindset of her organization to achieve a customer-centric approach. By recognizing the frontline as what they truly are — the ultimate voice of the customer, leaders can ensure their customer service team is achieving ‘good PR’ and maximizing satisfaction.

Memorable experiences are built from an informed frontline that prioritizes customer needs, understands their concerns and meets them with tailored support. Companies must take this moment to ensure their employees are equipped to be the first point of impact for customers, and for delivering exceptional support at every touchpoint.

This session will highlight:

- How to transform organizational mindsets to take a proactive approach to CX management
- Insight on building an operational foundation and strategy
- Tips for empowering employees to add value to all interactions

Implementing Productive Personalization: Small Changes that Move the Needle

In 2023, it’s the small moments that matter. Customers are used to generic emails and repetitive questions, so brands that work to overcome even the tiniest of obstacles stand out in the crowded CX space.

Productive personalization means that customers leave every interaction with a great experience because the organization paid attention to details. Ensuring a connected experience that predicts customer needs and proactively addresses their issues will go a long way with customers.

Join Cody Wales, Global Customer Experience Strategist and LinkedIn Author, as he breaks down the new rules of personalization. By making small changes and prioritizing customer needs at all costs, companies can move the needle and implement effective change.

He will discuss:

- Examples of effective and deliberate personalization
- Strategies for implementing more relevant personalization
- Challenges preventing organizations from personalizing interactions

To learn more, check out the agenda and register here.

Main image by: Negative Space on Pexels