#cxinsights

[dach-customer-excellence-awards]

DACH Customer Excellence Awards 2024 celebrated in Wiesbaden

This is what it looks like when you bring together some of the most Customer focused people in the DACH Region together.

We think the smiles and faces of some of our Entrants and Judges tell you almost everything you need to know. They all came together from all over the region and Europe here in Wiesbaden.

Everyone in the name of recognizing Customer Excellence through the sharing of real-world initiatives. And of course, spending time together - in person - with some of the most remarkable people out there.

And here some quotes of what participants had to say about our Awards program:

“This one-of-a-kind event brought together the DACH region's top CX minds, celebrating the leaders, teams, and initiatives pushing the boundaries in customer experience. “

“I was in awe of each initiative's dedication to delivering excellence and its focus on creating meaningful connections with customers, partners, and employees.”

“This unique event brought together the leading CX experts of the DACH region to celebrate impressive, customer-centric initiatives.”

We have already begun the planning for the 6th Edition of the DACH Customer Excellence Awards to be held in Wiesbaden on October 17th 2025. 

With our mission statement clear in our minds. The only Awards event put together by CX Experts, with CX Experts for CX Experts.

A big Thank You to everyone - and more pictures are coming soon!!!

@concentrix @dhlexpress11-blog

[demandteq01]

GEODIS, regarded as one of the most prominent companies in the logistics and supply chain management industry, has proved its effectiveness in customer service by receiving the Singapore Customer Experience of the Year award in the Asian Experience Awards 2024. This is why the company has international customers.

[markettrendsus]

How Contact Center Intelligence Leverages AI and Analytics to Uncover Insights

The Contact Center Intelligence (CCI) market is expected to grow continuously in the coming years. CCI solutions provide actionable insights to contact center agents and managers by analyzing various data sources like call transcripts, screen recordings, customer surveys, and more. Key capabilities of CCI include speech and text analytics, real-time guidance, performance management, and journey mapping.

Report: https://dimensionmarketresearch.com/report/contact-center-intelligence-market/

The main growth drivers for the CCI market include the need for improved customer experience, increased use of AI and automation in contact centers, and rising volumes of multichannel customer interactions. Companies across industries are focused on delivering personalized, omnichannel customer experiences while optimizing the efficiency of their contact center operations. CCI enables them to uncover customer sentiment, track key performance metrics, identify coaching opportunities for agents, and understand customer journeys.

According to research firm Dimension Market Research, The Global Contact Center Intelligence Market is expected to reach a value of USD 2.1 billion in 2023, and it is further anticipated to reach a market value of USD 12.6 billion by 2032 at a CAGR of 22.1%. North America accounted for the largest market share .

Take a look at the Free Sample Report: https://dimensionmarketresearch.com/report/contact-center-intelligence-market/requestSample/

Key players in the CCI market include Amazon Web Services Inc., Artificial Solutions International AB, Observe.AI, Avaya Inc., Google LLC, IBM Corporation, Microsoft Corporation, Nuance Communication, Oracle Corporation, Zendesk Inc., and others. These vendors offer a range of capabilities including speech analytics, text analytics, analytics platforms, AI-enabled agent assist, and workforce optimization.

As contact centers handle rising contact volumes across channels like voice, email, web chat, social media, and messaging apps, there is a greater need for an integrated approach to CCI. Vendors are enhancing their product portfolios through acquisitions and partnerships to provide an end-to-end CCI suite spanning orchestration, AI, analytics, coaching, and more. The adoption of cloud-based CCI solutions is also gaining momentum. Overall, the growing importance of customer experience management and AI adoption is expected to spur strong demand for CCI over the forecast period

[jinactusconsulting]

What strategies can businesses adopt to align their crisis management efforts with their customer experience management for the best results?

Aligning crisis management efforts with customer experience management (CEM) is essential to effectively navigate challenging situations while maintaining a positive customer perception. Here are strategies that businesses can adopt to achieve this alignment for the best results:

Develop a Comprehensive Crisis Management Plan: Create a well-defined crisis management plan that outlines roles, responsibilities, communication protocols, and escalation procedures. Include specific strategies for maintaining positive customer experiences during the crisis.

Prioritize Customer Communication: Ensure clear and timely communication with customers throughout the crisis. Provide updates on the situation, any potential impact on products or services, and steps being taken to address the issue. Transparency builds trust and minimizes customer confusion.

Centralize Information: Establish a centralized platform or channel where customers can access accurate and up-to-date information about the crisis. This can be a dedicated webpage, social media updates, or a customer support hotline.

Empower Customer-Facing Teams: Equip customer support and service teams with the information and tools needed to address customer concerns and inquiries effectively. Training should include empathy, active listening, and clear communication skills.

Personalize Communication: Tailor your communication to the specific needs and preferences of each customer segment. Personalization shows that you understand and care about individual customers' situations.

Provide Solutions and Alternatives: Offer solutions, alternatives, or workarounds to minimize disruptions caused by the crisis. This proactive approach demonstrates your commitment to helping customers despite the challenges.

Leverage Digital Channels: Utilize digital platforms, such as social media, email, and live chat, to engage with customers directly. These channels enable real-time interaction and quick responses.

Gather Customer Feedback: Continuously gather feedback from customers about their experiences during the crisis. Use surveys, feedback forms, and social listening tools to understand their concerns and adapt your strategies accordingly.

Monitor Social Media and Online Sentiment: Keep a close eye on social media platforms and online discussions related to the crisis. Respond promptly to customer feedback, addressing both positive and negative sentiment.

Incorporate Customer Suggestions: Use customer feedback and suggestions to make necessary adjustments to your crisis management approach. This demonstrates that you value their input and are actively working to improve their experiences.

Maintain a Positive Tone: Even in challenging times, maintain a positive and empathetic tone in your communication. This can help ease customer anxiety and maintain a sense of normalcy.

Recognize Customer Loyalty: Acknowledge and appreciate loyal customers who continue to support your business during the crisis. Consider offering special incentives or discounts as a token of gratitude.

Learn and Adapt: After the crisis has passed, conduct a thorough review of your crisis management efforts and their impact on customer experiences. Use this information to refine your strategies and improve future responses.

Integrate Lessons into CEM Strategy: Incorporate the lessons learned from the crisis into your long-term CEM strategy. This might involve enhancing communication plans, streamlining processes, or bolstering resources for future challenges.

By aligning crisis management with customer experience management, businesses can demonstrate their commitment to customer well-being, build trust, and maintain positive relationships even in the face of adversity. This approach not only helps mitigate negative impacts but can also strengthen customer loyalty and advocacy over time.

[omotoio-blog]

Are customers the real problem for your organization? Alan Weiss reveals his secret to success in delivering extraordinary customer experience.

[customerguru-blog]

Driving Business Growth by Delighting Customers - CX Tips by Mr. Bipin Narang, Co-Founder and Managing Director, PrintVenue

Driving Business Growth by Delighting Customers – CX Tips by Mr. Bipin Narang, Co-Founder and Managing Director, PrintVenue

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we started the initiative of sharing a series of interviews with top-notch CX experts in India to spread this awareness. Our guest for this week is Mr. Bipin Narang, a leading CX enthusiast in India. We hope…

[dach-customer-excellence-awards]

Congratulations, Concentrix, on winning the 2nd place at the DACH Customer Excellence Awards 2024

This year’s DACH Customer Excellence Awards & Summit 2024 celebrated again the crème de la crème of Customer Experience.

A very close run for the win of our trophies. And even not everyone is a winner, the second place is an outstanding achievement. Therefore we do honour also the runner up.

The second place in the category “New Products & Services” went to Concentrix. Congratulations on a amazing submission called "Smart Assist CX". Here a short sneak peek on their entry:

Our initiative offers advanced solutions to improve customer experience (CX) and increase efficiency. These include:

• Conversational Assist: Omnichannel analytics for actionable business insights and personalized coaching.

• Knowledge AI Bot: Intelligent, quoted answers from knowledge bases for advisors.

• Real Time Advisor Assist: Real-time recommendations for optimal CX actions.

• Auto Call Summary: Automatic, accurate call summaries to improve quality.

These tools help companies optimize customer interactions and achieve operational excellence.

Congratulations again and look forward to seeing you next year on 17th of October 2025 in Wiesbaden. www.dach-cxa.com

Concentrix Concentrix Peru

[omotoio-blog]

7 Must-know Customer Experience strategies to MAXIMISE REVENUES!

Are you always playing the catchup game with your sales target?

Pop this question to a few others and I am sure you will find many more in the same boat!

https://www.youtube.com/watch?v=ajtxU6LZOv8

Get your FREE E-Book on how Philips and Charles Schwab have used NPS® as their strategy for growth!

In this race of spiralling profits and skyrocketing sales figures, the more important figurine of customer experience is missed out. No denial, sales is indeed the backbone of ANY business; but customer experience? It is the reason why your business exists! Without customers, who will you sell your products to?

Caveat emptor is the unspoken doctrine that rules every organisation in today’s world of fierce competition. This calls for a radical change in the definition of profits. Till now, profits were merely financial in nature; but now they have a new dimension- that of enhanced customer experience.

As customers throng to outlets by the thousands, the management of any organisation is faced with the daunting task of delivering an exceptional experience so that they become loyal customers and make repeat purchases, refer the organisation and ultimately become their raving fans.

Forget about the sales you hope to make and concentrate on the service you want to render.

 Providing better service inevitably leads to higher revenue and thus, higher profits. Aggressive sales tactics may boost your profits in the short run, but customer focused strategy will tease your customers to return again and again, thus fuelling growth and increasing long term prospects of the organisation.

A common myth is that the customers who make more purchases at your store are loyal. However, the story is a little foggy; because there are various factors that combine to make a customer purchase goods or avail services from a particular organisation. Owing its allegiance to this myth, the senior management often focuses on persuading customers to purchase more.

The thin line here MUST be clearly drawn between inducing customers to purchase more and making customers yearn to purchase more from your organisation. Due to the lack of a clear demarcation between these 2, a lot of organisations often mix them and concoct a potion which is uncomfortable for both- the organisation and the customers. The metric for measuring success is the number of sales units and not the level of customer experience offered. Consequently, losing a few customers for the “greater good” is merely considered as collateral damage and not much thought is poured into the potential damage that may be caused due to the bad mouthing of the erstwhile customers.

With all the hype that surrounds bringing in new customers, here is a statistic to shatter that thought into oblivion.

Existing customers are 50% more likely to try new products and spend 31% more, when compared to new customers (invespcro.com).

Increasing sales targets with a short preparation time is more likely to rake in bad profits, while investing time and money in customer experience will rake in good profits.

Wait.

Aren’t profits always good?

Turns out, the answer is a resounding NO.

Yes, both are financial surpluses over expenses; yet they both leave behind a completely distinct footprint

To understand this better, let us imagine a bucket. As you pump harder, the bucket fills initially, but as the bucket wears down and you notice gaping holes at the bottom; you must pump harder to keep the level of water constant and even harder to fill it. But what if, instead of pumping harder; you plugged the holes? To put this into context, the bucket is your organisation; the holes are your detractive customer practices, pumping is the action of your sales team, while your customer experience team empowers the stakeholders in your organisation to ensure these holes do not appear.

In essence, you are losing customers faster than you are gaining new ones. Remember,

It costs an appalling 5 times as much to attract a new customer than to retain an old one.

 Get your FREE E-Book on how Philips and Charles Schwab have used NPS® as their strategy for growth!

 Looking at the returns of building an engaged customer base the responsibility should be shared by everyone in the organisation and not just be the focus of a team or department. As a customer centric organisation here are 7 strategies for you to engage your customers and unite your team in this vision as well!

•   Regular monitoring and internal communication on the net customer growth or loss
Net customer growth or loss is an important factor that often shows if the compass is pointing north or south. You do not have to rely just on what the customers are saying in their feedback but also see how does it reflect in action. It helps the organisation get a quantified view on how effective have their projects and initiatives been and the tangible results of the same. Internal communication on the net growth or loss is equally vital to engage your team to come up with new plans, policies or strategies to enhance the customer experience and earn the right to their loyalty and retention.

•   Sensitize your team to deliver an exceptional experience
Your team should always focus on delivering an exceptional customer experience and realise the impact it can have on your business. Draw a leaf from Ritz Carlton’s book. When a young customer once left his soft toy at the hotel, the management not only returned it back by post, but also sent along freebies and some photographs of the soft toy enjoying a massage at the spa, a ride in a golf cart by the beach and lounging by the swimming pool. All these create memories which the young customer will probably not only cherish forever, but also spread the news which in turn will attract new customer, thereby increasing revenues and subsequently; profits.

•   Eliminate the friction between teams if any, so they work as a team in delivering a one company experience
Remember the principle you probably studied, known as “unity of direction”? The organisation should gel together like a well oiled machine and move forward with coordination towards the same direction- customer loyalty. If there is any conflict between departments, say finances and marketing; they must immediately be resolved as this conflict will seep through to the front line and ultimately to the customers. Your customers should relish your one company experience, and not run between different departments to get their desires fulfilled.

•   Deliver personalised experience to your customers
Everyone likes some personal attention, so remember to feed the customer’s ego. This can be achieved by using emails to send promotions to customers based on their persona. A worthy example is Proflowers (www.proflowers.com). They do this by sending special promotions to customers on specific dates that they know are important. This makes the customer feel individual and important to the organisation. Another tactic that can be used is calling customers to check with them or to follow through with sales. Dell Computers does this very well. Roughly two to three weeks after expected delivery of a Dell product, a customer service representative gives the customer a call. This is done as a courtesy to the customer and definitely gives a boost to customer loyalty.

•   Build the competency of your team to deliver the experience you promise to your customer
Never over promise. This will only lose you customers in the short run and long run. Imagine your local pizza store’s receptionist saying that they will deliver a pizza at your residence in an hour only to later call back and say that it won’t be possible as there is a shortage of ingredients. That, dear readers; is what disaster is spelt like.

•   Innovate in product and business model
Innovative products go a long way in encouraging your customers to make purchases. Several instances can provide substantial evidence to corroborate that. Let’s take the example of iPhones. When the first few iPhones released, there wasn’t much hype or paparazzi around it. However, once new ones were developed and released with new, interesting and unique features; customers flocked to purchase the new devices. This helped Apple gather an unprecedented 15.3% of the global smart phone market. New innovations often set the base on which a company’s expansion into a new market is built. Forbes noted that organisations often miss on new product designs by not taking the customer experience into account.

•   Identify the lessons learnt that will advice you to do or never do activities
As is obvious, there is no point of feedback if you do not intend to act upon it. Break down every customer feedback into bite sized chunks and devour them with the appetite of a starving wolf. Analyse every piece and see if the asked for change is practically applicable or not. If not, do inform the customer and thank them for their valuable inputs.

 NPS® as a system helps you not only quantify your customer loyalty; but it also helps you find out the root cause of your customer delight or unhappiness. Addressing these negative feedbacks, and communicating these changes to your customers is just as vital as retaining the positive feedbacks, maintaining them and maybe improve the experience in order to keep the promoters in their throne and maybe convert detractors or passives into promoters.

All in all, remember to nurture your sapling till it grows into a tree. Selling fruits will get you more returns in the long run than merely selling the sapling to a nursery. Nurture your orchard and reap the harvests. Philips and Charles Schwab have used as their strategy for business growth.

[customerguru-blog]

Defining Brands with The Kind of Customer Experience They Deliver: An Exclusive Interview with Mr. Viraj Verma, Marketing and Strategic Alliances Head, PVR BluO

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we have started the initiative of sharing a series of interviews with top-notch CX experts in India to spread this awareness. Our guest for this week is Mr. Viraj Verma, a leading CX enthusiast in India. We…

[dach-customer-excellence-awards]

Congratulations, Concentrix, on the 2nd Place at the DACH Customer Excellence Awards 2024

This year’s DACH Customer Excellence Awards & DACH Customer Excellence Summit 2024 celebrated again the crème de la crème of Customer Experience.

A very close run for the win of our trophies. And even not everyone is a winner, the second place is an outstanding achievement. Therefore we do honour also the runner up.

The second place in the category “Artificial Intellegence” went to Concentrix. Congratulations on a amazing submission called "Smart Assist CX: Revolutionize Customer Engagement". Here a short sneak peek on their entry: 

Smart Assist CX transcribes and analyzes your agent-customer conversations while respecting local privacy regulations to gain insights for improved customer experiences, increased revenue, and operational efficiency. With intelligent feedback loops and Moments-based architecture, our AI-driven solution optimizes sales behavior and uncovers blockers, promoting data-driven decision making.

Congratulations again and look forward to seeing you next year on 17th of October 2025 in Wiesbaden. www.dach-cxa.com

Concentrix Catalyst

[dach-customer-excellence-awards]

Congratulations, DHL Express Germany GmbH, winning the DACH Customer Excellence Awards 2024

This year’s DACH Customer Excellence Awards & DACH Customer Excellence Summit 2024 celebrated again the crème de la crème of Customer Experience. Again, a very close run for the win of our trophies. So we are happy to announce our winners. 

And the winner in the category “New Products & Services” is DHL Express Germany GmbH. Congratulations on a great submission. Here a short sneak peek on the entry: 

DHL Go Green Plus offers logistics with international air transport with reduced CO2 emissions through the use of SAF Sustainable Aviation Fuel. SAF is produced from reused plant-based raw materials and sustainable energy, so it has 70-80% less CO2 emissions than kerosene from fossil raw materials. With Go Green Plus, our contract customers can reduce their carbon footprint for individual shipments, for a fixed percentage or by a fixed amount.

Congratulations again and look forward to seeing you next year on 17th of October 2025 in Wiesbaden. www.dach-cxa.com

@dhlexpress11-blog

[dach-customer-excellence-awards]

Congratulations, Foundever & Magenta Austria, for winning the DACH Customer Excellence Awards 2024

This year’s DACH Customer Excellence Awards & DACH Customer Excellence Summit 2024 celebrated again the crème de la crème of Customer Experience.

Again, a very close run for the win of our trophies. So we are happy to announce our winners. 

And the winner in the category “CX Team 2024” is Foundever with Magenta Austria GmbH. Congratulations on a great submission "Nearshoring: Germany – Turkey".

Here a short sneak peek on the entry: 

Efficiency, quality and customer satisfaction on a new level! Experience the exciting development of our business model. With a bold step, we have successfully relocated our customer support from Germany to Istanbul. Starting with a highly motivated pilot team, we were quickly able to achieve outstanding success. Inspired by this success and driven by the search for constant innovation, we have expanded our team and smoothly transferred all activities to Turkey.

Congratulations again and look forward to seeing you next year on 17th of October 2025 in Wiesbaden. www.dach-cxa.com

Magenta Telekom Sitel Group Sebastian Hanke Altan Köksal

[dach-customer-excellence-awards]

Congratulations, DHL Express Germany GmbH, winning the DACH Customer Excellence Award 2024

The decision has been made and we are proud to announce the winners of this year’s DACH Customer Excellence Awards & Summit 2024. It has been another close run for the win of our trophies and the winner in the category “Sustainability” is DHL Express Germany GmbH. Congratulations on a great submission. Here a short sneak peek into the entry DHL Go Green Plus:

DHL Go Green Plus offers logistics with international air transport with reduced CO2 emissions through the use of SAF Sustainable Aviation Fuel. SAF is produced from reused plant-based raw materials and sustainable energy, so it has 70-80% less CO2 emissions than kerosene from fossil raw materials. With Go Green Plus, our contract customers can reduce their carbon footprint for individual shipments, for a fixed percentage or by a fixed amount.

Congratulations again and look forward to seeing you next year on 17th of October 2025 in Wiesbaden. www.dach-cxa.com

DHL DHL Express DHL Express Austria

[dach-customer-excellence-awards]

Congratulations, DHL Express Germany GmbH, winning the DACH Customer Excellence Awards 2024

The decision has been made and we are proud to announce the winners of this year’s DACH Customer Excellence Awards & DACH Customer Excellence Summit 2024. It has been another close run for the win of our trophies and the winner is in the category “Logistic & Transport” DHL Express Germany GmbH. Congratulations on a great submission. Here a short sneak peek on the entry: 

DHL Express Germany GmbH is part of the DHL Group and is responsible for national and international shipping of time-sensitive shipments with the business areas of sales, operations, customer service, human resources, IT and finance.

DHL Express Germany GmbH has around 2,500 employees and offers its services from 34 service centers throughout Germany. 

Direct integration into the global DHL Express organization ensures a connection to the worldwide DHL network. Our network includes more than 220 countries and territories, in which around 100,000 "Certified International Specialists" offer around 2.5 million customers outstanding service quality.

Reusable Pallet Wraps are an offer from DHL Express Germany GmbH to avoid plastic waste in logistics. We use this innovation both within our network and offer our customers the option of securing packages consolidated on pallets.

Congratulations again and look forward to seeing you next year on 17th of October 2025 in Wiesbaden. www.dach-cxa.com

[dach-customer-excellence-awards]

Congratulations, Concentrix, on your win at the DACH Customer Excellence Awards 2024

The decision has been made and we are proud to announce the winners of this year’s DACH Customer Excellence Awards & DACH Customer Excellence Summit 2024.

It has been another close run for the win of our trophies and the winner is in the category “CX Consulting” Concentrix. Congratulations on a great submission. Here a short sneak peek on the entry on "Consultative LAB approach to optimize CX":

We’re Concentrix. A new breed of tech company — Human-centered. Tech-powered. Intelligence-fueled. We design, build, and run enterprise-wide technology and solutions that touch hearts and move markets. And as we do this, one thing always remains true — our promise.

Congratulations again and look forward to seeing you next year on 17th of October in Wiesbaden. www.dach-cxa.com

 Concentrix Concentrix Catalyst Concentrix Limited Company Concentrix B2B Sales