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Michael_Cooksey
Administrator
4 hours ago

Customer Experience (CX)

Discussions on Customer Experience.

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  • Welcome to the Customer Experience Thought Leadership topic! Thank you for joining us! 🎉

    Article by
    JamesScutt
    JamesScutt
5 Topics
JamesScutt
Administrator
JamesScuttAdministrator
published in Customer Experience (CX)
Welcome to the Customer Experience Thought Leadership topic! Thank you for joining us! 🎉

I’d like to warmly welcome you to our community. 👋 I’m thrilled you’re here, and I hope you find not only this topic but the entire Experience Community and Leaders Network to be an invaluable resource. The customer experience industry is composed of individuals from diverse backgrounds, bringing a wealth of thoughts, perspectives, and ideas. Together, we can harness these unique insights to tackle shared challenges, spark thought-provoking conversations, and support each other’s growth. Whether you are focused on improving experiences for customers, patients, citizens, volunteers, or any other group, the challenges you face are more common than you might think. So, bring your experiences, ideas, and challenges! Our community is a welcoming and supportive space where you can connect with others who share your passion for enhancing experiences and fostering personal and organisational growth. Don’t hesitate to jump in - If you have any thoughts or questions, feel free to start or join

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JamesScutt
Administrator
A
AmandaGlynn
posted in Customer Experience (CX)
Seeking Advice: Declining Survey Response Rates & Link Trust

Hi everyone, I'm hoping to tap into the collective wisdom of this community regarding a challenge I'm facing with our customer experience program. We've noticed a drop in our survey response rates year-over-year, even though key factors like our target audience, survey length, timing, and incentives haven't significantly changed. One potential factor I'm considering is whether there's a growing general distrust among recipients about clicking on links in emails, perhaps due to increased awareness of phishing and security concerns. We're definitely not phishing, but it's possible people are becoming more cautious overall. ​@JamesScutt and I are curious to know: Are others experiencing similar declines in survey response rates? Do you suspect link distrust is playing a role? What strategies or alternative methods (beyond standard email links) have you found effective for boosting response rates? (e.g., Has anyone had success with vanity URLs, short links, QR codes in emails, embedding th

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AdamK12
Level 5 ●●●●●
AdamK12Level 5 ●●●●●
posted in Customer Experience (CX)
CX insights from current events: we should be paying attention!

Cross-posting here for additional reach (and thanks to ​@AlonsoC for the suggestion! One of the things I’ve learned in my career is that it’s often valuable to separate the message from the messenger. Regardless of what you think of Elon Musk, he recently gave a US federal agency’s customer experience survey as an example of waste; seemingly, not so much due to the cost as due to the fact that it wasn’t used to identify tangible business insight or, in his words, to create “feedback loops.” In our practice at the National Library of Medicine, we’ve known from the jump that we’re not gathering customer feedback because it’s interesting or for its own sake, but to identify business improvements that we can implement, test, and validate. It’s essential for building credibility and underscoring the value of what we do. Elon Musk was shocked by the amount of waste and fraud found by DOGE #foxnews #shorts #elonmusk

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AdamK12
Level 5 ●●●●●
JamesScutt
Administrator
JamesScuttAdministrator
posted in Customer Experience (CX)
NEW XM Institute Research: Consumer Channel Preferences and Priorities for 2025.

TL;DR: The research identifies shifting consumer channel preferences and highlights the importance of adapting strategies to meet these changing demands. Key points: Consumers increasingly prefer digital channels for interactions, especially mobile and social media. Personalized experiences are becoming crucial in engaging customers effectively. Trust and transparency are key factors influencing consumer decisions. Brands must harness data to anticipate and respond to customer needs. Sustainability and ethical practices are increasingly valued by consumers when choosing brands. The full content is about a 5-minute read. https://www.xminstitute.com/research/consumer-channel-preferences-priorities-2025/ How is your organisation planning to adapt to the changes in consumer preferences?

714
AdamK12
Level 5 ●●●●●
JamesScutt
Administrator
JamesScuttAdministrator
posted in Customer Experience (CX)
How did X4 SLC attendees vote? Do you agree with them?

We asked attendees at X4 in Salt Lake City to vote on some key questions. They think its either 1 or 2, how would you vote?

260
JamesScutt
Administrator

Read Me: How to Create an Account on the Experience Community 💜

Michael_Cooksey
Administrator
4 hours ago

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