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Or, at a minimum, they like talking with a robot better than they like waiting to talk with a human. 82% of customers say they’d try a chatbot before agreeing to get in the queue and wait for an actual person to help them. 96% of customers say companies that use chatbots take good care of their customers. And while it might be hard to imagine these stats going even higher, they likely will continue to increase as we continue to improve AI technology and how it’s used. #CustomerExperience #CustomerService #Chatbots

If you haven’t made the move to the cloud yet, you’re not alone. But you’re likely falling behind in your ability to scale, respond to market dynamics, reduce costs, and meet the increasing expectations of your customers or citizens.     Whether your concern is security, training, downtime, expense, or something else, you are definitely not the first organization to face these challenges. And while your path to a smooth Cloud Migration will be uniquely yours, others have successfully made the move. And with an experienced partner, you can too.    In his new article – “What Is a Cloud Migration Strategy? Benefits, Types, and a 6-Step Plan for Success” – Joel Gerber (our SVP, Technology) takes you through how you can optimize your approach and ensure a smooth transition with the ultimate benefits aligning to organizational goals – including improving your Customer Experience.    #CloudMigration  #CustomerExperience  #CitizenExperience 

Unfortunately – or maybe fortunately – solving problems you didn’t cause is often a key part of a good customer experience. And that’s particularly true in the banking industry, where one of the most common – and most emotional – issues is fraudulent activities perpetrated by criminals connected to neither the customer nor the bank. Quick, easy, and empathetic processes for helping resolve these fraudulent issues can increase brand loyalty. This isn’t completely breaking news. Studies through the years have supported the concept that customers who’ve had an issue that has been resolved are often more likely to be loyal than customers who’ve never had an issue. But this assumption proves even more true when the issue was caused by someone outside your organization – when you and the customer are working together to fight the bad guy. With the evidence in this article showing that nearly half of bank and credit card customers say they have a more positive impression of their financial institution after a resolved fraud instance, and over 90% stay with the bank or credit card company if the situation is handled to the customer’s satisfaction, there is even more support that fixing issues is key to increasing loyalty. To clarify – and hopefully state the obvious – we’re not suggesting you create issues to resolve, especially issues involving fraud. In fact, overtly working with your customers to reduce the chances of fraudulent activities, and avoid these stressful situations altogether, is another way to increase brand loyalty and the likelihood of customers recommending family and friends.

Thank you to everyone who came out to Topgolf and made our 2024 Holiday Party a success!   There was awesome food, cold drinks, and some heated competition. Well, the bays were heated at least!   Our own Kelly Gratz delivered a wonderful opening message, and the ever-entertaining Rick Ritzler was electric as the evening's emcee. It was great to hear from so many people about what made this year so special for them, and how it contributed to our overall success as a company. And the Winners Are ...   Not only was it a night of fun, but it was a night of prizes as well! Congrats to all of the folks who won the wonderful prizes:   Yeti Cooler & Goodies - Ryan Skoglund, CSQA FLMI   Rumpl Blanket - James Palavos, CSM   $150 Ticketmaster Gift Card - Jessica Jordan    And in the Fearlessly Forward Raffle, some lucky folks won $100 in cash, with the opportunity to pass a $100 along to another team member of their choosing!   Congratulations to the winners and the teammate who received their Fearlessly Forward prize:   Chris Taylor → Meera Narayan   Viet Nguyen → Shannon Pierce   Amber Fiore → Julie Materni   Dana Nichols → Brett Stewart   Again, thanks to everyone who came out. If we missed you this year, we hope to see you there next year!

There are strategies that include AI. There are strategic ways to use AI. But AI in and of itself is not a strategy. Just like AI in and of itself isn’t the solution. That being said… A modern CX strategy without AI is probably missing something. And AI is likely to be at least a small part of any robust Customer Experience solution. #CustomerExperience #CXTransformation #ArtificialIntelligence #AI

As one of the newest members of our leadership team, Nancy Cloutier brings over 20 years of experience leading strategic collaboration in the healthcare, B2B manufacturing, and banking industries. To Nancy, the secret to a great Customer Experience is simplicity, and she explains that simplicity is created through three factors: clarity, emotional connection, and consistency. Nancy is committed to continually learning and growing. “To do my job, I must be continually learning – not only so I can work effectively with my team, but also so I can collaborate with our clients to help identify challenges and develop solutions.” The team’s success is a key motivator to Nancy. She says that the one thing that always brings her joy is seeing the team succeed. “If the team is successful, I’m successful… and more importantly, we are successful.” To learn more about Nancy, what drives her, and how she and her team impact the CXT work we do for our clients, check out https://hubs.li/Q02-L0fM0.

Your CX Transformation is incomplete if you don’t ensure accessibility. Approximately 1 in 4 people has a disability – including auditory, mobility, visual, and cognitive impairments. This audience accounts for over $200 billion in retail spending power in the United States alone. And those statistics are expected to grow as our population continues to age. Yes, accessibility is something you ensure because your brand cares. But accessibility is more than just that. It is vital to any successful customer experience and digital strategy. And crucial for sustainable growth in nearly any market. #Accessibility #ADA #CustomerExperience

In this issue… • What Exactly is a CX Transformation? • A Digital Transformation CAN BE a Good Thing. • 3 Common Roadblocks to your CXT. • Data Intelligence Before Artificial Intelligence. • AI isn’t a Solution. • CX Creates an ROI. • It’s Not the Job of Only the “Experience Team.” • Better CX is Now the Law. • You Got This! #CustomerExperience #CXTranformation #ROI

There are a lot of amazing technology solutions out there. And this tech can provide some huge benefits. But to experience the full potential of those benefits, you need to make sure you’re investing in the right tech. And you also need to invest time and resources into optimizing that tech. #Tech #Technology #TechSolutions

6 Steps to Building Your Data Strategy Roadmap. When you invest in a Data Strategy Roadmap, you set the stage for prioritizing your data and analytics initiatives for quick wins and long-term success. Your Roadmap will provide clarity, improve your stakeholders’ ability to make data-driven decisions, support your company’s growth goals, and ensure your data investment provides a tangible ROI. Learn more: https://hubs.li/Q02X5Jl80 #DataStrategy #Clarity #ROI