2024-cx-strategy-planning
Guided CX Insights
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Empathy in insurance: navigating life's journey together
In the world of insurance, it's easy to get caught up in the numbers, policies, and premiums. But at its core, insurance is about much more than financial transactions — it's about impacting people's lives in meaningful ways. Customers have more options than ever and switching insurers is easier than changing a lightbulb. According to a Forrester report, only 26% of US online adults say that their insurer’s customer experience meets their expectations, and a concerning 13% feel loyalty toward their insurer. So what can insurers do to change those statistics? The key lies in understanding and embracing the human side of the equation. Empathy is the missing pillar of insurance CX, and insurers who embrace this principle above all else will earn their customer’s loyalty.
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2024 CX strategy planning
Saving the omnichannel experience with HX
In a world dominated by technology and automation, businesses have been racing to embrace the latest AI and digital solutions, making a connected, omnichannel customer experience. The goal is to enhance the customer journey, making it more efficient, convenient, and tailored to individual needs. But as Glance CEO Tom Martin pointed out during a recent discussion with a panel of CX experts, the human touch remains a vital aspect of customer interaction. According to PwC, 74% of customers still prefer interacting with real human beings despite the growing influence of technology. This highlights the significance of Human Experience (HX) in transforming the omnichannel customer experience.
2024 CX strategy planning
How AI is reshaping proactive customer engagement
Consumers have moved nearly every aspect of their lives to digital channels, causing CX leaders to reevaluate the end-to-end journey. Now, the emergence of artificial intelligence (AI) — especially generative AI — has further complicated this journey. But at the same time, it also promises opportunities for standout experiences to those who get strategic and organized. In this third installment of our Considerations for 2024 CX Strategy Planning series, we’ll examine a key trend shaping the CX landscape: the convergence of AI and proactive customer engagement. Here’s a look at how we got here, where we’re headed in 2024, challenges and considerations as we forge ahead — and why we should, in fact, forge ahead.
2024 CX strategy planning
Hyper-personalizing the customer experience in 2024
In the dynamic world of customer experience (CX), staying ahead of the curve is imperative. As we step into 2024, one strategy that continues to gain momentum and redefine the way businesses interact with their customers is hyper-personalization. Gone are the days of one-size-fits-all approaches; today's consumers demand tailored experiences that resonate with their individual needs and preferences. In this second installment of our Considerations for 2024 CX Strategy Planning series, we'll explore the growing significance of hyper-personalization and why it should be at the core of your CX strategy in 2024.
2024 CX strategy planning
Why omnichannel is key to 2024 CX success
We’re inching closer to 2024, and it’s time to dive into CX strategy plans for the year ahead. This month, we’re introducing a new series brimming with essential insights to supercharge your 2024 CX strategy. Our aim is to equip you with the indispensable trends and knowledge required for informed planning and the triumphant attainment of your business goals. In this first installment, it’s all about omnichannel. In 2024, it's abundantly clear that one of the key pillars of a successful CX strategy is the seamless integration of omnichannel experiences. Let’s explore why focusing on omnichannel is no longer just a choice but an imperative for businesses aiming to thrive in an era defined by digital transformation and customer-centricity.