Episode Number: 159
Episode released on: January 1st, 2024
Reflecting on 2023 and Excelling in 2024 – A year of CX with the CXPA Switzerland – THE CX GOALKEEPER – Transformation, Customer Experience, and Leadership Goals
Introduction
This CX Goalkeeper Podcast episode features a panel discussion with members of the CXPA Switzerland. The guests, including Michael Grund, Barbara Van Duin, Yukka Hekanaho, Anne-Laure Vaudan, and Beppe De Vincenti, share their insights on customer experience (CX) trends, challenges, and learnings from the year 2023. Topics discussed include the integration of AI in customer experience, the importance of human-centered design, and the need for companies to focus on customer needs rather than just technology. The episode emphasizes the ongoing evolution of customer experience management and the significance of aligning business strategy with customer needs.
Review of 2023
In 2023, CXPA Switzerland’s leaders reflected on significant developments in customer experience, emphasizing the integration of AI, a focus on human-centered design, and the need to align business strategies with customer needs. These insights highlighted the evolution in CX management and the importance of balancing technological advancements with a deep understanding of customer journeys.
Predictions 2024
For 2024, the predictions and wishes centered on deepening human connections in CX, leveraging AI for more customer-centric solutions, and empowering employees with technology. The desire for a more employee-centric approach to CX and a focus on the basics of customer satisfaction were also prominent themes, indicating a balanced vision for the future of customer experience.
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Keywords:
Customer Experience Trends 2023, Leadership in Customer Service, CXPA Switzerland Insights, CX Strategy 2024, Business Transformation, AI in Customer Experience, Human-Centered Design, Business Strategy Alignment, CX Management Evolution, Customer Needs Focus, Digital Transformation in CX, CX Professional Development, Senior Management CX Strategies, C-Suite Customer Experience, CX Industry Trends, CXPA Panel Discussion, CX Best Practices, Customer Service Innovation, CX Technology Impact, 2023 CX Learnings, Future of Customer Experience, CX Leadership Insights
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