Todd Unger’s Post

Is your CX strategy driving growth? 📈 In today's competitive market, a superior customer experience is no longer optional—it's the ultimate differentiator. Join us for an exclusive live session with Todd Unger, CXO at the American Medical Association and author of '𝘛𝘩𝘦 10-𝘴𝘦𝘤𝘰𝘯𝘥 𝘊𝘶𝘴𝘵𝘰𝘮𝘦𝘳 𝘑𝘰𝘶𝘳𝘯𝘦𝘺: 𝘛𝘩𝘦 𝘊𝘟𝘖’𝘴 𝘗𝘭𝘢𝘺𝘣𝘰𝘰𝘬 𝘧𝘰𝘳 𝘎𝘳𝘰𝘸𝘪𝘯𝘨 𝘢𝘯𝘥 𝘙𝘦𝘵𝘢𝘪𝘯𝘪𝘯𝘨 𝘊𝘶𝘴𝘵𝘰𝘮𝘦𝘳𝘴 𝘪𝘯 𝘢 𝘋𝘪𝘨𝘪𝘵𝘢𝘭 𝘞𝘰𝘳𝘭𝘥.' In this episode, you'll discover how to: - 𝗔𝗹𝗶𝗴𝗻 𝗖𝗫 𝘄𝗶𝘁𝗵 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝗴𝗿𝗼𝘄𝘁𝗵 in today's competitive landscape. - 𝗧𝗿𝗮𝗻𝘀𝗳𝗼𝗿𝗺 𝘆𝗼𝘂𝗿 𝗖𝗫 𝗮𝗽𝗽𝗿𝗼𝗮𝗰𝗵 using the principles of the 10-second journey. - 𝗚𝗮𝗶𝗻 𝗮𝗰𝘁𝗶𝗼𝗻𝗮𝗯𝗹𝗲 𝗶𝗻𝘀𝗶𝗴𝗵𝘁𝘀 from Todd's experience driving record growth at the AMA. 🗓️ Tuesday, July 16th ⏰ 7:00 PM CEST | 1:00 PM ET | 10:00 AM PT Get exclusive insights from AMA's CXO, register here 👉 https://lnkd.in/d9ft_99J #CX #CustomerExperience #JourneyManagement #TheyDo

The best CX initiatives develop true relationships with consumers. That requires good communication and deep understanding—which means going beyond small talk. Here are 8 powerful questions to ask instead of "How are you?" to get genuine, meaningful answers from customers, patients, employees, and suppliers. Try these to go from valueless, blah responses to actionable, bold insights. #CX #CustomerExperience

🤔 𝗜𝘀 𝗬𝗼𝘂𝗿 𝗛𝗲𝗮𝗹𝘁𝗵𝗰𝗮𝗿𝗲 𝗖𝗫 𝗦𝘁𝘂𝗰𝗸 𝗶𝗻 𝗡𝗲𝘂𝘁𝗿𝗮𝗹❓ The healthcare landscape is fiercely competitive, and customer experience is a key differentiator. But traditional CX programmes often don't show how you compare to competitors. Competitive benchmarking unlocks the full picture, helping you identify areas for improvement and opportunities to shine. Join GemSeek, Part of Accenture Song, Roche, and Forrester for a FREE webinar: „𝗪𝗶𝗻𝗻𝗶𝗻𝗴 𝘁𝗵𝗲 𝗥𝗮𝗰𝗲 𝗶𝗻 𝗛𝗲𝗮𝗹𝘁𝗵𝗰𝗮𝗿𝗲: 𝗖𝗫 𝗜𝗻𝘀𝗶𝗴𝗵𝘁𝘀 𝗳𝗼𝗿 𝗘𝗻𝗵𝗮𝗻𝗰𝗲𝗱 𝗣𝗮𝘁𝗶𝗲𝗻𝘁-𝗖𝗲𝗻𝘁𝗿𝗲𝗱 𝗖𝗮𝗿𝗲.“ 👉 𝗥𝗲𝗴𝗶𝘀𝘁𝗲𝗿 𝗡𝗼𝘄: https://lnkd.in/d-KutEFu 📌 In this webinar, we'll delve into: · The limitations of traditional CX metrics in healthcare · How competitive CX benchmarking provides a comprehensive view and gears your organisation for growth · Strategies to leverage CX insights for better decision-making · Real-world examples of successful CX benchmarking · Interactive Q&A with industry leaders Join us to uncover the insights that will drive your healthcare organisation towards sustainable growth and enhanced customer satisfaction. #Healthcare #CX #Webinar #PatientCare

Your contact center is more than a hub for customer inquiries – it’s a goldmine of valuable data generated from thousands of customer conversations 🏆. 😐 But the value of the contact center is often overlooked by the wider business, with brand, marketing, digital CX, and other teams working in silos. Our latest guide explores how contact center leaders can work closely with other departments to drive value across the whole organization 📈. Get your copy: https://bit.ly/43rD5Dg #CustomerFeedback #CustomerInsights #CX #VoiceAI

Personalized customer experiences were low on the priority chain for Lifesciences organizations, but it's a top priority now! There is a lot more investment in CX from LS leaders than ever before as it’s the need of the hour. Join this insightful discussion with Marlabs LLC and Sannova Analytical leaders on how Lifesciences organizations can drive meaningful CX. Click on 'Attend' now to reserve your spot and be part of this valuable conversation - https://bit.ly/46nEIT1 #customerexperience #cx #lifesciences #firesidechat #webinaralert Jason Apter Aashritha Marepalli Caroline Romedenne Chunky Satija Gregory Peck Purnima Menon Vinod Krishnan Tara Toction Amith TK Rajneeta Das Deepa Ramakrishnan Arjun Ahlawat

How to make the voice of the CX or Customer Insights team heard? The Customer 360 Symposium facilitated speakers from organisations that have their Customer Experience at heart. Previously I shared how challenging it can be to create a successful VoC and CX program that improves the customer experience, and ultimately drives business performance. These are my 3 key take aways from the event that came back, over, and over again, from the companies sharing their journeys to launching a successful VoC & Insights program: 1️⃣ Get support and engagement from Senior Stakeholders. Ideally the CEO or CFO. There is no CEO or CFO out there that does not think about growth. You are able to unlock that growth as you are sitting on a goldmine of customer data, and therefore knowledge.  Bring it to the next level by including the CMO and CHRO. When you have Senior Stakeholders on board, can you get KPI’s included in targets and balance score cards? It's a guarantee for accelerated change. 2️⃣ Are you being blocked from the top? Find champions wherever they are in the business. The Operations team, IT, Marketing, Front Line, Digital, Finance Team... they are out there. Understand the wider business objectives and work aligned with these teams by having the same narrative. You are now creating a bottoms up approach. Leverage these connections, and the needs of those other teams, by proving the commercial value that can be achieved with your insights. Take it to the next level by showing RoI based on your findings - *Easier said than done* 3️⃣ Create awareness withing the business. Communication is crucial for a successful role out. Does the business know that you exist, do they know what you do, that you are there to help them, and that you are all working towards the same goals? As Ashley Taylor from Flight Center said: "You probably don't want old man at the end of the hallway to create his own insights report and implement regrettable business decision based on data that might not be the right data according to you. It should be a no brainer to make change happen, unfortunately it's not a given that every CEO or ELT is onboard with a CX metric, or a VoC program, to drive business growth. #customer360sym #voc #cx #voiceofcusomter #customerexperience #customerinsights

My view on Lift & Shift of CX Programs: Nowadays i'm dealing with some projects where a lift & shift of CX program is required from one platform to another. Typically clients believe that lift & Shift is very simple because you already know what to replicate. But this is a myth. Just see whether you as a business addressed these questions when doing a lift & shift. 1. Have you analyzed the maturity of the existing platform and the new platform? 2. Have you tried optmization possibilities, because your new platform is very matured & powerful? 3. Have you created a mapping document so that you can lift & shift in an efficient way (Strategic goals to modules in the platform)? 4. Have you thought about standard Vs custom aspects? 5. Have you done cost benefit analysis for the lift & shift? 6. Do you have a ROI roadmap with clear break even analysis for the new platform ? Let me know your thoughts. #Merkle #CX #advisory #Qualtrics

The Power of Vision in CX Transformation: Insights from Jamie Easton-Wise and Michael La Rooy In our recent webinar, "Navigating the CX Transformation Journey: 5 Steps to Success", Mike La Rooy talked about the pivotal role of vision in driving successful customer experience transformations. Mike highlighted the necessity of a broad and ambitious vision that aligns with the company's overall goals. This vision isn't just about operational efficiencies or technology upgrades; it's about redefining the customer experience and ensuring it aligns with product features and company identity. A strong vision justifies the investment and disruption involved in transformation efforts, focusing on long-term, outcome-driven goals. Technology may play a key role, but the primary focus should be on what the company aims to achieve from a customer experience perspective over the next several years. To hear the full conversation and gain deeper insights, check out the replay of our webinar! 🎥https://lnkd.in/eTRNvZ3Y #CXTransformation #CustomerExperience #VisionaryLeadership #WebinarRecap #CX Creative Global Strategy Ltd

Digital strategy leaders know it's all about the process - and the key to a best in class #DigitalStrategy is a quick feedback loop that fuels continuous learning and improving. See how Sainsbury's advanced funnel analysis identified and quantified key moments in their customer journey, leading to strategic interventions and significant sales recovery. #growthmindset #CX #DX #digitaltransformation Visit this link to see other case studies ➡️https://bit.ly/3TpJGLq

🎯 The Customer and their Experience (CX): Our Guiding Star in Business Innovation As leaders in today's dynamic marketplace, we recognize that value begins with the customer. But how do we translate this understanding into tangible success? Let's break it down: 💼 Start with the Customer: Technology follows need. By identifying customer demands first, we shape technology to serve real human experiences, not vice versa. 🤝 Build Personalized Connections: Customers seek relationships, not just transactions. Are we aligning our strategies to meet this demand? 📊 Embrace Data-Driven Decisions: Do we know our customers' behavior and preferences well enough to anticipate their needs? 🚀 Foster Adaptability & Innovation: How adaptable are we when meeting our customers' constantly evolving needs? These aren't just rhetorical questions but invitations to explore, challenge, and transform our business and customer experience strategy. 🔑 What Are the Next Steps? 🧭 Understanding & Alignment: Let's define customers' needs and align our technology to fulfill those needs. ❤️ Engagement & Loyalty Building: What can we do today to strengthen customer relationships? 🧠 Leverage Insights & Innovate: How can we use existing data to predict future trends? 🏃 Staying Ahead through Adaptation: How will we maintain our competitive edge? The key to success lies in an assertive, confident approach that places the customer's experience at the forefront of all we do. I invite leaders interested in redefining their approach to customer experience to connect with me at #axelerant. Together, we'll ask the right questions, discover the answers, and chart a path to meaningful sustainable growth. 💡 Every effort that creates value starts with the customer. Let's ensure this principle is more than a motto; let's make it our strategy. #CX #CustomerExperience #Innovation #Leadership #BusinessGrowth #DigitalTransformation #CustomerLoyalty #DataAnalytics #Adaptability