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[Updated 2023] Top 11 Customer Experience PowerPoint Templates That Drive Brand Loyalty

Ashish Singla

Loyal customers, they don't just come back, they don't simply recommend you, they insist that their friends do business with you.

- Chip Bell

It is a universal fact in the marketing battlefront: Acquiring a new customer is expensive .

Existing customers drive brand loyalty and build your brand via word of mouth. For that, customer experience (or CX) is the foundational element that boosts sales and improves growth. A digital CX must be devoid of any technical snag, be proactive and react to customer needs, and understand them intuitively. According to the Gartner CX Report, 81% of the leaders say that product and service-oriented businesses will majorly compete on the basis of the sum of all the interactions that a prospect has with an organization over the life of the relationship.

To sustain the fierce battle against your competitors, you need to take a step further and make products and services completely customer-centric. The CX paradigm is evolving rapidly as technology and customers’ demands change.

Addressing Customer Centricity with Functional PPT Templates

Brands across the globe are trying to incorporate a patron-centric approach for the past decade. Yet only 14% are able to justify their actions. The need is to build a culture that fixates their attention on the needs of their buyers.

Leaders acknowledge the fact that culture and strategy go hand in hand. When customer-centric action plans are endorsed by such a culture, only then do modern buyers resonate with your brand. Adopting the following proven recommendations can serve as a blueprint for your brand to create a digital CX strategy:

Customer-centric Leadership

A leader knows how to ingrain a prospect's focus into the culture and simultaneously amplify the CX mechanism at every touchpoint. A true hallmark of CX excellence lies in the sustainable vision of a leader. Constant communication with your employees and patrons, underpinned by calculated risks, can help you serve your customers.

A Personal Touch 

Hyper-personalization is a critical emotional element for a modern buyer. Personalization doesn’t mean plugging a customer’s name into a mass email. It is more about rubbing off your skin with your prospect. Analysis of buyer’s behavior and implementing that science at every touchpoint can only turn the tide for you. 

Convenience is Key

When things happen according to the watch of your customer, customer-centricity comes into action. Setting up a self-service online community can be a tough call and time-consuming, but this tactic can make the CX more robust.

Customer centricity walks the beat of powerful customer experience. But how do you create a roadmap and get your team to accomplish it?

To address that, we present here 11 of our bespoke PowerPoint templates that can help you garner satisfied customers and kindle loyalty. Embed your strategic blueprint into these templates and jack up the engagement rates for your product and services. These fully editable content-ready PowerPoint slides are just the tools you need to build a foolproof strategy catering to every patron that your company has. Let’s dive in!

Template 1: Customer Experience Strategy PPT

Our CX strategy PPT deck focuses on developing a CX vision that starts with a goal focused on empowering your workforce. A well-informed workforce understands and delivers what matters to your target personas. Download this PPT layout and draft a frictionless CX strategy that orchestrates a customer-centric makeover.

Download Customer Experience Strategy PPT

Template 2: Omnichannel Marketing for Creating a Seamless Customer Experience 

Do you want to market your products and services through several channels? Create a unified CRM transformation model with this PPT Template. This complete deck will assist you in charting a course of action for unified message and consistent images across all channels, devices, and platforms. It contains essential components such as an agenda, business requirement, overview, omni-channel marketing implementation, and so on, to help you  provide a consistent experience to clients across many touchpoints. This download will help you improve your whole buyer experience and client retention.

Download Omni-channel Marketing for Customer Experience PowerPoint Deck

Template 3: Customer Experience and Service Scorecard

Your hunt for customer experience and service scorecard slide ends here! Our interactive single-slide template highlights every touchpoint that is essential to the evaluation system for your brand. So download this PowerPoint preset and create an authentic customer experience scorecard. 

Download Customer Experience And Service Scorecard PPT Slide

Template 4: Digital Transformation Driving Customer Experience Toolkit 

Use this PPT Template as a perfect resource to generate in-depth, high-quality CRM deliverables that businesses may use for customer relationship management transformation. This complete deck will assist your company in implementing a digital transformation capabilities model that combines consumer expectations with the current digital world. It includes a business case and roadmap, as well as project background, key findings, projected business benefits, business drivers, estimated project cost, gap, and predicted risks, to work on the CRM business requirements implementation phase. The presentation also includes customer relationship transformation software components to provide operational, analytical, and collaborative support.

Download Digital Transformation Toolkit for Customer Experience PPT

Template 5: Implementing IT Service Excellence for Enhanced Customer Experience 

IT service quality is essential for providing a better customer experience. Use this PPT Template to set up a solid IT service management framework to assist your company deliver on its brand promise. This complete deck is an excellent resource for researching CRM success metrics in meeting your marketing goals. Showcase  what consumers want faster by using text messaging, chatbots, AI, and other cutting-edge digital technology aspects. This presentation comprises an evaluation of the risks and advantages of using IT services to improve customer experience. With this download, you can personalize client care to a new level.

Download IT Service Excellence for Customer Experience

Template 6: Creating Product Development Strategy to Improve Customer Experience

Are you working on a new product for the market? Download this PPT Template to demonstrate your company's value proposition and create a great client experience. This complete deck has key components for tracking user voices, analyzing data, and incorporating feedback into new product concepts. To develop the greatest ideation process and product concept, use the presentation to grasp the many contact points between your brand and the consumer.

Download Product Development Strategy to Improve Customer Experience PPT

Template 7: Creating the Best Customer Experience Strategy 

Creating the best CX strategy expects you to know your target audience in and out. This CX PowerPoint template helps in creating customer personas, empathy maps, stakeholder analysis, and much more. Download this easy-to-use complete deck and highlight vital information.

Download Customer Experience CX Strategy Complete Deck

Template 8: Customer Experience Process PPT

A clear CX process is easy to understand and implement. It emphasizes fine-tuning the process that meets the buyers’ expectations. This PowerPoint presentation deck acknowledges the roadblocks and needs of your prospects and tethers an emotional connection with them. Download and design a process that promotes customer retention and also aligns with your business process.

Template 9: Customer Experience Organizational Structure PPT

This PPT theme helps you align CX with organizational structure and brand goals. Also, it helps your brand be a customer-centric business and guides you to calibrate products and services with your defined target audience. This PowerPoint presentation is designed keeping in mind the organizational structure and your target audience. Unleash the power of this editable PPT slide by customizing it according to your business goals.

Download Customer Experience Organizational Structure Powerpoint Presentation

Template 10: Four Steps to Customer Experience Maturity

This custom PowerPoint presentation related to the customer experience maturity framework helps you identify the crucial areas that strengthen the brand CX. Add key milestones, diagnose the areas for improvement, and spearhead the optimization of CX for your business with this flexible PPT design. 

Download Customer Experience Maturity Powerpoint Presentation Slide

Template 11: Customer Experience Mapping Template

Are you in search of a persuasive PowerPoint presentation that maps the CX journey in a collaborative way and allows your business to visually represent complex customer interactions? If this is the case, download our customer experience mapping PowerPoint presentation deck and enumerate all possible pain points. With this handy PPT design, you can also suggest available opportunities for your business to ensure a robust customer experience.

Download Customer Experience Mapping PowerPoint Presentation Slide

Bottom Line

Customer experience is not overnight magic. On the contrary, it is a labor-intensive, multi-disciplinary business process that demands cohesive teamwork from every vertical. It is only achievable if systematic development, re-calibration, and unlearning are done from every front. 

If you are looking for omnichannel marketing templates that help in creating a seamless customer experience, check out this blog and learn to break down the silos that hinder your brand from CX excellence.

SlideTeam empowers CX leaders with the compass, map, and engine needed to reach the desired destination. Drop a line at 408-659-417 0 to talk to our PPT experts or email us at [email protected] for any specific requirement.

FAQs ON CUSTOMER EXPERIENCE

1. what is meant by customer experience.

Customer experience is the aggregate of all client encounters with the brand. It is also known as CX and assists customers in forming an overall perception of a company throughout all phases of the buyer's journey. It is established as a result of every engagement a consumer has with your company, from surfing the website to speaking with customer service and receiving the product/service they purchased from you. CX influences elements relating to your bottom line, such as revenue.

2. What is an example of customer experience?

Disney is well-known for providing great and engaging client experiences. One technique is through their Compass Model , which considers four crucial aspects of the client experience. It encourages businesses to examine their consumers' requirements, desires, preconceptions, and emotions in order to provide a more pleasurable experience for them.

3. What are the three main components of customer experience?

The three primary components of customer experience are:

Discovery:  This component is all about how businesses engage customers and make those contacts relevant and meaningful.

Engagement:  This component is about how customers connect with the firm and its goods.

Delivery:  This component combines speed and consistency to ensure things are delivered to customers on schedule and in good shape.

Related posts:

• Five Techniques to Upscale your CX Strategy Framework (With Best PowerPoint Templates)
• [Updated 2023] 10 Best PowerPoint Templates to Make Customer-Centric Marketing a Cakewalk
• Top 10 Customer Service Flowchart Templates To Optimize Your Support Operations [Free PDF Attached]
• Top 11 PowerPoint-Vorlagen für Kundenerlebnisse, die die Markentreue fördern

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Customer Experience Presentation Templates

A Customer Experience Presentation showcases the business's strategies and initiatives for enhancing overall customer experience. It outlines the efforts and measures taken by the organization to consistently meet and exceed customer expectations at every touchpoint.

Our presentation templates help you communicate the company's strategies for meeting customer needs. These templates facilitate clear and impactful communication of the company’s commitment to delivering exceptional customer experiences and engaging stakeholders effectively.

Download our editable customer experience ppt templates

Template 1: Customer Experience

Our compelling storylines are the secret of instant presentation building. Try yourself for free. Simply download and use the template or build one yourself with Prezent's free trial.

Tips to create an impactful Customer Experience Presentation

Customer-Centric Approach

Emphasize the organization's commitment to a customer-centric approach. Communicate how customer satisfaction is at the forefront of business strategies and operations.

Explain Strategies Employed

Provide detailed insights into the specific strategies employed to enhance the customer experience. Whether it's personalized communication, streamlined processes, or innovative solutions, explain how these strategies directly benefit the customer.

Highlight Success Stories

Share success stories or case studies that showcase instances where the implemented strategies have resulted in positive customer experiences. Real-life examples add credibility and resonate with stakeholders.

Use Visuals

Incorporate visuals like charts and images to illustrate process optimization and its positive impact on enhancing customer satisfaction. Visual representations make it easy for stakeholders to understand the changes implemented.

Metrics and Measurements

Integrate relevant metrics and measurements that demonstrate the impact of customer experience initiatives. Whether it's customer satisfaction scores or retention rates use data to support your claims.

To enhance customer experience, it is crucial to gain a deeper understanding of customers. Learn how to create a customer deep dive presentation that not only helps you understand your customers better but also provides insights to improve their experience. Explore our guide on Customer Deep Dive Presentation for valuable tips and strategies.

Create impactful customer experience presentations with ease

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Tap into a wealth of pre-crafted slides. These examples are not just slides; they're lessons in effective communication, ready for you to adapt and impress.

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The art of communication is in the details. Our Do's and Don'ts guide you through the intricacies of presentation design and delivery, helping you to connect and captivate.

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Refresh your slides with a click. Our Redesign feature transforms your content into visually stunning presentations that speak volumes.

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Our Compliance Checker is your guardian, ensuring every slide reflects your brand's standards. It's about maintaining a consistent, professional image effortlessly.

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Merge text, images, charts, and videos into a cohesive presentation. Synthesize is about creating a unified narrative that tells your story with clarity and impact.

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Related Presentations

Related slides, frequently asked questions.

Certainly! Access the presentation decks on Prezent's platform and seamlessly customize templates to meet your specific requirements. Tailor the text to incorporate company-specific information while adjusting language and tone to align with your unique company culture. Modify the slide deck by adding or removing slides to match the agenda of your meeting. Utilize the Slide Library to effortlessly replace existing slides with ones better suited to your content. Enhance your presentation further by aligning it with your brand using a simple, user-friendly interface. With just a few clicks, you can brand-align your presentation for a polished and professional look.

You have the flexibility to edit these Customer Experience Presentation templates using either PowerPoint or Google Slides. Our templates are fully compatible with both platforms, offering you the convenience and versatility to customize the content and overall presentation according to your preferences. Whether you prefer the functionality of PowerPoint or the collaborative features of Google Slides, you can seamlessly edit and adapt the templates to meet your specific needs.

To access our resources, start by registering for a free trial with Prezent. Once our experts review your details, you'll receive your login credentials via the email address provided during registration. Your Prezent credentials open the door to a diverse collection of over 35,000 storyline-based decks, best practices-based presentation templates, and more for you to explore. Download the templates of your choice and easily customize them to suit your specific needs.

Yes, the Prezent platform is designed with in-built storylines that cater to a wide range of presentation needs. Whether you're creating a business pitch, a project update, a sales presentation, or any other type of presentation, Prezent provides a diverse library of storylines for varied business communication needs. These pre-designed storylines help streamline the content creation process and ensure that your presentations are not only visually appealing but also effectively convey your message.

By offering a variety of storylines, Prezent aims to simplify the presentation-making process, allowing users to choose templates that align with the specific goals and themes of their presentations.

With Prezent, you get your exclusive dashboard which is specifically created to feature your logos and brand colors. All your brand elements are seamlessly incorporated and tailored to reflect your unique brand identity. The brand compliance feature empowers users to effortlessly maintain a consistent and professional appearance, ensuring a seamless alignment with the brand identity without any hassle.

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Customer Experience Strategy: A Complete Playbook

Updated: January 03, 2024

Published: July 01, 2021

Building a customer experience strategy is about more than just meeting user expectations. Instead, it focuses on creating memorable interactions at every touchpoint. This helps users find value in your product or service — and ultimately, helps them become loyal customers.

What is a customer experience strategy?

Elements of a customer experience strategy, customer experience strategy best practices, how to create a customer experience strategy, how to measure your customer experience strategy, quick tips for optimizing your customer experience strategy.

So, what is customer experience management strategy? I'm glad you asked, because it's crucial to delighting your customers. Your customer experience strategy refers to an actionable plan to deliver a positive, meaningful experience across all touchpoints between your customers and your brand.

A successful customer experience strategy should take into account several important factors, such as:

Competitive insight

Consumer research

Marketplace data

Mission & vision

Free Customer Journey Template

Outline your company's customer journey and experience with these 7 free templates.

• Buyer's Journey Template
• Future State Template
• Day-in-the-Life Template

You're all set!

Click this link to access this resource at any time.

When defining your customer experience strategy, include all departments, not just those in customer-facing roles. By incorporating feedback and insight across the company, you'll find it easier to align the organization around the intended goal: Improving the customer experience and relationship.

I think one of the biggest mistakes that an organization can make is to believe that customer experience strategy is only relevant for customer-centric roles. This couldn't be further from the truth. By striving to delight customers across the board, you'll ultimately help develop customer loyalty.

You can design your customer experience strategy practically by making a matrix of the state of your current customer journey. Use the template below to get started, and follow along with the rest of this post to complete it.

Featured Resource: Customer Experience Mapping Template

Before I delve into my top tips on how to create a customer experience strategy, I want to share key elements that contribute to a well-rounded CX strategy.

1. Review your current customer service strategy.

Start by reviewing your company's current approach to customer support. The goal is to determine what's working well for your business and where you can improve.

If you're unsure where to start, try checking your company's help desk or call center data for key success metrics such as Net Promoter Score , customer satisfaction score, and churn rate. If you're scoring below expectations, dig deeper into the problem and figure out where exactly things are turning sour for your customers.

2. Create a customer journey map.

Another crucial element of your customer experience strategy is a customer journey map . A customer journey map outlines all of the interactions between a customer and your business, including any pain points they encounter along the way. This resource not only helps you identify friction within your customer experience but also indicates how to replace it with delight.

3. Train your customer service staff.

Once you know where you need to improve, the next step is sharing that information with your team and training your staff on new protocols. It's never fun letting your team know they're falling short of expectations, especially when other groups in your department are hitting their numbers.

However, transparency reduces pushback against new policies and will encourage reps to improve their performance in the future.

Employee training has many benefits, including high engagement, great customer service, and more. You can even incentivize employee training.

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4. Determine your customers' expectations.

Some customer expectations are predictable. For instance, your customers will always expect your team to be reliable and have a positive attitude. In addition to this, however, most customers will have various needs. In order to meet these needs, it's essential that your team is flexible.

In some cases, it may be imperative to provide a speedy response. At other times, quality and clarity of support means more. It all depends on how the customer feels when they reach out to your business and how well your team can identify and adapt to their needs.

5. Solve for the customer.

An effective customer experience strategy focuses on solving problems for the customer, whether those problems are anticipated or unexpected.

Customer success teams play a critical role in creating a frictionless customer experience. Not only do they plan for problems down the road, but they also check in with customers routinely to ensure everything is going well post-purchase. This proactive customer service reduces churn and strengthens your team's relationship with your customer base.

6. Provide self-service solutions.

Rather than requiring people to call your business whenever they need help, customers should be free to answer questions and solve problems independently with a self-serve support setup.

Self-service tools like knowledge bases and chatbots make it easier for customers to find solutions and reduce case volume for your reps. That saves your team some time to focus on the more complex issues requiring more troubleshooting expertise.

7. Routinely collect feedback.

If you want to truly understand what your customers want from your business, you have to ask and — more importantly — listen to them. Your customers are more likely to leave you a review if you ask at the right time, but you must take this feedback into genuine consideration and apply it to your strategy.

You should also be routinely collecting feedback from your customers. Their needs change constantly, making it important to keep up-to-date information. Use an automated tool to collect feedback at critical touchpoints in your customer experience.

8. Track your team's performance.

If you get complacent with your customer experience strategy, competitors in your industry will catch up and lure away your customers when you aren't paying attention. Or, a new trend might pop up in your industry, and you'll miss out on the chance to capitalize on it because you didn't gather any recent customer feedback.

The most successful businesses are the ones that routinely check their team's performance and are always looking for new ways to add value. These businesses hold their staff to extremely high benchmarks and train them to maximize customer delight.

To help you define a comprehensive, cohesive customer experience strategy, I'll help you explore some of the best practices to keep in mind for your business.

• Reach your target audience.
• Offer convenient customer service.
• Be consistent in your customer service activities.
• Refine products and services based on customer feedback.
• Provide convenience when purchasing products.
• Create in-person & digital personalization.
• Focus on simplicity and ease of use.
• Review the flexibility of your communication channels.
• Make use of automation and AI.
• Be proactive.
• Engage in social listening.
• Implement routine team training.

1. Reach your target audience.

Business communication plays a major role in shaping your customers' experience. If you're not meeting customers where they are, you're missing out on an opportunity to engage them when they're most interested or in need of help. Succeeding in this area of customer experience means your business must first determine which channels your customers are most active on so you can adapt your approach and serve them there.

From there, it's important to familiarize yourself with the channel — social, email, live chat, or something similar. Ask yourself: How are our customers communicating on this channel already? And how can we use this information to make our outreach feel more organic?

Reachability can serve as a helpful competitive advantage if you execute it properly. It's important that your business has a handle on your customers' preferred channels and is providing reliable, consistent service through them.

2. Offer convenient customer service.

As customers become more empowered to discover solutions and information on their own via the internet and social media, the demand for increased service convenience grows. For businesses to remain in good standing with customers, they must prioritize start-to-finish online support.

Think about it: If a customer has a question on the weekend, why should they have to wait until Monday to reach out? Do you have a 24/7 live chat feature enabled to meet their Saturday needs? If you don't, you're making a mistake.

Something as simple as having a polished, up-to-date knowledge base makes all the difference in allowing customers to help themselves without needing to reach out to your team.

3. Be consistent in your customer service activities.

Customers are interested in building trust with the companies they do business with. Building trust requires consistency in your processes, policies, and actions from every team that influences the customer experience.

To help cultivate this culture of trust with your customers, double-check that policies are up-to-date, reasonable, and carried out consistently across every scenario and buyer persona. ( If you need help developing your buyer persona, you can use HubSpot's free tool to do so .) You don't want to have a situation where something like a return or exchange causes friction with your customers, making it difficult for them to make a purchase in the future.

4. Refine products and services based on customer feedback.

No matter how much work goes into perfecting the back end of your customer experience, it's important to remember that customers ultimately bought a product or service from your company. As a result, they expect it to be valuable and high-quality.

Refine your products and services based on customer feedback provided by an NPS survey , focus groups, or one-on-one customer calls. Solving the root of the issue with a product or service you sell can create a better customer experience overall. It doesn't matter how outstanding your customer experience strategy is if your product isn't functional.

5. Provide convenience when purchasing products.

Nordstrom, a luxury department store known for its impeccable service, has customer experience tools aimed at improving purchasing convenience. Nordstrom allows their shoppers to order clothing with either curbside or in-store pickup.

It also notifies customers via optional texts, email, or store app notifications when their order is ready for pickup. Shoppers don't have to wait and guess when their order is prepared. Instead, they provide a quick-and-easy — and ultimately, painless — customer experience.

This system solves convenience by allowing customers to try on clothes when and where it's convenient for them. It also gets people in the store, exposing them to thousands of other products they might be interested in purchasing. But this is just one example of how your brand can leverage and invest in purchasing convenience as part of a customer experience strategy. Something as simple as having accurate pricing and packaging information on your website can effectively eliminate purchasing friction. At the end of the day, you don't want to make it difficult for people to give you their money.

6. Create in-person & digital personalization.

Another thing that Nordstrom is using its new customer experience tool for? Data.

By learning about location and style preferences through the Nordstrom Reserve Online & Try On In-Store program, the retailer can incorporate personalization in a scalable way. And customers love personalization .

To provide the best possible customer experience, businesses should collect information throughout the customer relationship that can be used to provide relevant suggestions or more informed support in the future.

In the eyes of the customer, personalization (when done right) can serve as a sign of respect for their loyalty and business. It also signals that your business is interested in strengthening the relationship by continuously working to provide better service, suggestions, support, etc.

While there are many avenues for collecting and leveraging customer data, something as simple as a shared inbox for your customer success or service department is a great first step. By creating a transparent, universal space where folks can turn up past customer conversations or requests, you're laying the foundation for more contextual communication and outreach.

7. Focus on simplicity & ease of use.

Ever landed on a website that was a disaster to navigate on mobile? I have, and if you're anything like me, you didn't stick around for very long.

Back in 2015, mobile internet use passed desktop use for the very first time. Since then, mobile usage continues to grow, making mobile optimization a high priority for businesses looking to provide a simple and seamless experience for customers and potential buyers.

In an effort to amp up your business's ease of use, you'll want to focus on simplifying website navigation for all browser types. After all, you can't expect customers to wait until they get to a desktop to uncover the information they need, right?

A great example to reference here is Amazon. Amazon embodies simplicity and ease of use in its checkout process by enabling Amazon Prime members to buy an item with just one click:

8. Review the flexibility of your communication channels.

When thinking about your approach to channel flexibility, keep the term "omni-channel" in mind.

If you're unfamiliar with the term, omni-channel is defined as an approach that provides customers with an integrated, seamless experience — even when moving from desktop to mobile or social media channel to live support.

In an omni-channel world, the customer experience should be the same across platforms and channels — and it should contain proper context when applicable.

"For true omnichannel success, there must be a 360-degree view of customer interactions across all channels (digital and traditional) to monitor channel preference, usage, and customer journeys from the customer perspective," the folks at TeleTech , a customer experience management solution, explain

If you're looking to streamline channel flexibility as a key part of your customer experience strategy, get your team together to talk about what you want the customer experience to look, feel, and sound like across all channels. From there, you'll have the common ground you need to begin employing a more fluid, contextual experience.

9. Use automation and AI.

No business wants its service to feel robotic. But the truth is, as your business grows its customer base, it will be more difficult to provide the same personalized service that you did when you were only managing a handful of customers. That's not to say keeping your standards up is impossible, just that you'll just need a little help. Luckily, artificial intelligence (AI) can help.

This is where artificial intelligence and automation tools come into play. If used correctly, these features add tremendous value to the customer experience and create incredible convenience for your customer support team.

For instance, a chatbot can field customer inquiries on your website when your agents are away. So, even if it's outside your normal working hours, customers can still get answers from your bot, and these inquiries won't pile up for reps to deal with the following morning.

Even if the bot just redirects customers to your knowledge base , it still points them toward a potential solution and allows your company to be accessible 24/7.

(Psst: HubSpot offers an AI-powered tool called ChatSpot which is currently in Beta. You can learn more about it here .)

1 0. Be proactive.

Proactive customer service doesn't just have to be the responsibility of your customer success team. Instead, everyone at your business can play a role in the customer's experience after they purchase a product.

For customer service teams, reps can alert the customer success manager (CSM) if someone has reached out multiple times with complaints. Rather than expecting the CSM to spot this individual on their own, frontline reps can easily look at the customer's ticket history and recognize whether or not they've had continued issues with your brand.

11. Engage in social listening.

What better way to learn about the customer experience than from their own social media?

Social listening is the monitoring of your brand's social platform presence for direct mentions of your business. It can be used to observe trending topics in your industry, your competitor's behavior, and hear if your customer's needs are being fulfilled.

Using websites like Facebook, Twitter, LinkedIn, and more, you'll see what customers have to say about your company. If you're attentive enough, you can discover the pain points in the customer journey and other insights that can positively impact the customer experience. You can also choose from several tools to track direct brand mentions for your business.

12. Implement routine team training.

Employee training shouldn't be a one-and-done part of their onboarding. Instead, it should happen routinely to make sure your staff is equipped to exceed expectations.

We know it's important to offer knowledge training about your product, but what about preparing them for the face-to-face customer experience? Routine team training can look like conducting role-play scenarios or simulations to see how each employee treats potential customers in different situations. Some role-play scenarios include:

Observing how they greet a customer

Solving a unique problem for a customer

Informing or guiding the customer through different options

Role-play training workshops give employees a chance to critique each other on what they've done well in their communication, attitude, and presentation of your product/service.

Ready to build your customer experience strategy from the ground up? I'll help you break down the five essential steps to create a frictionless customer experience.

1. Create empathy maps for each customer persona.

Every product design process starts with the question, "Who are we designing for?" Turns out, it's a great starting point for your CX strategy as well.

To chalk out an airtight CX plan, start by understanding your users. Every persona will have different needs and use cases. An in-depth assessment of these personas will reveal their desires, fears, and expectations. This is where an empathy map can do wonders.

An empathy map captures a user's varied sentiments to accurately map their needs. Use this technique to understand what users say, do, think, and feel about your product.

Conduct user interviews, listening sessions, and surveys to get a pulse of different personas. Translate your research inputs into the empathy map canvas.

The insights derived from empathy mapping can help in identifying and prioritizing user needs. Create cross-functional workflows for the design, product, and customer success teams to collaborate on using these insights to improve the CX.

2. Review your customer journey map and identify user needs.

Once you've mapped the ideal customer journey , analyze it properly to identify opportunities for enhancing your CX strategy.

Look for points of friction or areas where customer expectations aren't fulfilled. You can also check if there's scope for reducing unnecessary touchpoints to simplify your customer experience. Evaluating the time spent in different stages of the journey is crucial for streamlining the CX plan.

Most importantly, find the crucial moments of truth in the customer journey — when users form a perception about your brand. These are the make-or-break moments in your CX. Optimize them to eliminate potential issues.

Lastly, assess all the transitions within your product when users change settings or switch devices. Make these transitions seamless to create a positive impression.

3. Collect early feedback to make your CX airtight.

Creating and fine-tuning your customer experience strategy is an ongoing process. But one way to set solid foundations for your CX strategy is by implementing user feedback early in the process.

Embrace an iterative approach to building your customer experience and involve beta users to test your progress. Encourage and incentivize transparent feedback to make sure you're moving forward in the right direction of creating a delightful CX.

Here are a few ways to collect feedback early on:

Set up automated email behavior-based triggers for beta users to share feedback after every crucial touchpoint.

Create focus groups to get qualitative, in-depth feedback on the most critical elements of your CX flow.

Use heatmapping tools to monitor in-app user behavior and find blockers, aha moments, and other insights.

Add micro surveys within the product to collect quantitative or subjective feedback about different aspects.

The bottom line is that it's always better to modify your customer experience design as long as it takes your team to create the perfect one instead of deploying a problematic CX flow that frustrates users.

4. Design workflows to quickly iterate the experience.

Given that your CX flow will change constantly, it's important to set up systems for implementing these changes quickly .

Instead, create smooth workflows to maximize collaboration between all involved stakeholders and speed up the process. Leverage automation and AI tools to streamline the change management part of your customer experience strategy. This will also empower your team to ship enhancements at scale.

Another critical step here is creating a culture of CX excellence. Train your employees to stay on top of customer expectations, present ideas for improvement, and drive innovation in product development. Enable your employees to support your customers.

5. Track the effectiveness of your CX efforts.

Building a CX strategy isn't a one-and-done process. You have to constantly measure the ROI of your customer experience and shift gears when necessary.

Customer success managers can collaborate with marketing and product teams to analyze user behavior, both within and outside the product. Not sure how you can find relevant insights about your customers? HubSpot's Customer Journey Analytics platform is just the solution you need.

With this tool, you'll get granular visibility into the entire customer journey with real-time data on which campaigns or touchpoints are driving revenue. This data can also help you make smarter decisions — whether it's for timing different aspects of your CX or for identifying the most crucial touchpoints.

Building an excellent CX flow isn't a game of guesswork or intuition. You have to strategically measure the impact of your customer experience strategy and make enhancements based on data-backed evidence.

That's why you have to track how users are interacting with your product and analyze the effectiveness of your customer experience. Here are a few essential metrics to achieve this:

Customer satisfaction score: Track this as it helps gauge users' satisfaction with your product and the quality of support

Customer effort score: To assess how difficult or easy it is for new users to navigate your product

Customer lifetime value: To calculate the value you can gain from a customer on average

Retention rate: To measure how many customers will continue using your product

Support tickets: To assess the issues users commonly struggle with

Tracking these core CX metrics gives you a pulse of your customers and flags any gaps you need to address in your experience.

You've done the legwork to create a great customer experience. But as user needs evolve, you'll have to invest more effort in optimizing this CX flow. Constantly evolving your strategy ensures your CX is aligned with expectations.

To optimize your CX, establish feedback loops to regularly collect inputs from users. Whether it's minor bugs or major inefficiencies in your product, give users a space to share their candid feedback whenever they want.

On top of this, you can also connect with power users to understand how your product is helping them achieve their goals. Use this conversation to identify pain points within the platform and map the scope for improvement.

Finally, remember to pay close attention to user sessions to find real-time insights on where users get stuck or feel confused.

These few tactics will give you much to work with to optimize your customer experience . Work with the design, engineering, and CS team to eliminate all roadblocks and create a frictionless flow.

Customer Experience Strategy is a Long-term Play

Rome wasn't built in a day — and you shouldn't expect your customer experience strategy to be either.

My advice? Work on defining and streamlining your customer experience design, but do so under the notion that things will need to evolve as your business and customer base grows.

As you learn what it means to communicate with customers on their terms and collect data along the way, you'll find it's easier to make informed decisions about your overall customer experience strategy.

Editor's note: This post was originally published in August 2020 and has been updated for comprehensiveness.

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Customer Success Presentations: How to Create Decks That Will Wow Your Customers and Drive Upsell and Retention

In a world where experience often is just as important as results, customer satisfaction is no longer enough to find success in an increasingly competitive market. Instead, the focus has turned toward customer success. According to Forrester Research, 72 percent of businesses now say that improving customer success is their top priority.

What is customer success? Let’s start with what it isn’t. Unlike customer satisfaction, customer success is not a measure of how well a product or service meets customer expectations.

Customer success occurs when client expectations are met through their interactions with a company. They might love a product but despise the customer experience, which definitely can impact repeat business.

In fact, a Zendesk report found that 96 percent of customers are likely to change their behavior after a bad customer experience, including 59 percent who said they would stop buying from the company. Perhaps even more concerning, 39 percent said their buying behavior would remain changed more than two years after the negative incident.

“The focus is on all of the interactions your customer has with your company; starting at the earliest touchpoints of marketing and sales, moving through closing and onboarding, and continuing through their entire lifecycle with you,” wrote customer success consultant Lincoln Murphy, author of, “Customer Success Book.”

As a result of its increased importance, customer success strategies have become a primary focus among businesses large and small. In what ways can the company increase its customer success rates to sell more and reduce churn? Then, what is the best way to communicate this all-important strategy to internal and external clients?

Want to design a stellar customer success presentation? Wondering how to best present a customer success strategy? Check out the following five ways to create decks that will wow your customers, drive upsell and boost retention:

1. Create a consistent experience

It’s no secret that any business wants its customers to be satisfied with their experience. Without satisfied customers, no company will meet success— and it’s not enough to provide a positive experience part of the time. 

A customer often will form their opinion of a company based on their worst experiences, even if they are few and far between. Since 60 percent of customers told Salesforce that inconsistent experiences were enough for them to switch brands, consistent satisfaction and positive experiences are necessary for true customer success.

Likewise, the strategies featured in effective customer success presentation examples must consistently support a primary goal. Even inexperienced presentation designers can create a consistent slide deck by starting off with one of Beautiful.ai’s various presentation templates , already curated by our skilled artists to support all sorts of goals and objectives.

2. Make it personal

Customers want to feel valued, and therefore personalizing every interaction is key to customer success. What does that customer hope to get from the company? Satisfying someone else’s goals won’t improve the relationship with any customer. Likewise, be sure that your customer success story presentation speaks to a variety of customer expectations.

Of course, if you’re spending time catering your message to a variety of customers, you’ll want to ensure you aren’t wasting time communicating with people who are unlikely to be your customers regardless of their experiences. After all, a company that sells largely to a teen market would be wasting valuable time and resources customizing its strategies to satisfy Baby Boomer expectations.

3. Include social proof

Long before Facebook was a mere glint in Mark Zuckerberg’s eye, before Tom had us picking our top friends for Myspace, even before the phrase, “social media” meant anything, back when the Internet was still like something from science fiction, social proof was an enormous buying factor among most consumers. 

If you don’t recall hearing much about it, just replace it with customer testimonials and word-of-mouth advertising. Potential customers might not believe what a salesperson or an advertiser has to say, but they are more likely to listen to fellow consumers tell of their own experiences.

Including positive customer experiences in your customer success story presentation will support your strategies and reinforce your message. The folks at Beautiful.ai know the value of social proof, and therefore have provided users with a customizable Quotation Template among our smart slides . The template is perfect for showcasing customer feedback and fostering trust among potential clients.

4. Identify milestones along the journey

Customer success is about the entire journey, not only the final scene. Therefore, identifying the milestones a customer meets along the way is another key element of customer success. Likewise, effective customer success presentation examples should also feature milestones clients have met along the way. If the customer’s journey is not yet complete, also identify the milestones yet to come.

Since people instinctively respond to storytelling, present the milestones in a story of the customer experience journey. For ideas on how best to present a variety of customer milestones within a storytelling format, reference Beautiful.ai’s library of presentation templates , designed with the perfect slides for practically any purpose.

5. Illustrate your data

Most people will agree that numbers typically don’t lie. It’s no wonder, then, that hard data is powerfully persuasive among consumers. It’s not enough to present the results of a subjective customer satisfaction survey. Qualitative data that supports customer success includes key performance indicators such as repeat sales, increased sales, customer acquisition costs and email engagement— metrics based on real numbers, not opinions.

At the same time, it’s commonly known that bombarding presentation audiences with a series of statistics is a great way to put people to sleep. Instead, make the numbers come to life and truly tell the story of the company’s customer success plan by placing them within engaging infographics . 

Don’t become overwhelmed at the prospect of designing a series of colorful and informative charts and graphs, either. Beautiful.ai’s PowerPoint-alternative presentation software features a host of infographics among our library of smart slides . Just enter your data and watch our AI-powered software create the perfect infographics, including bar graphs , pie charts , flow charts , timelines , pictograms and so many more.

Samantha Pratt Lile

Samantha is an independent journalist, editor, blogger and content manager. Examples of her published work can be found at sites including the Huffington Post, Thrive Global, and Buzzfeed.

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How to Use Storytelling to Drive a Winning Customer Experience Presentation

By: Simon Fraser, Vice President, XI Strategy

January 17, 2019 June 13, 2022

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We all know it takes a village to drive improvements in customer experience (CX) within an organization. Creating that sense of purpose and collective responsibility requires great communication. Well, the latest research shows that using storytelling in presentations allows you to be a knowledgeable and convincing leader who will influence key audiences in the CX process.

A Stanford Research study shows that statistics alone have a retention rate between 5 and 10%; when coupled with anecdotes, the retention rate rises to 65-70% . Storytelling is relatable and makes data easy to understand. Put simply, you will increase memorability for your audience by creating stories around your data.

If that wasn’t enough evidence for you, Forrester says that “data storytelling not only persuades the analytical part of the brain; it also uses emotion, a key driver of decision making.” Humans are emotionally driven, so impact and action come from stories, not just the facts.

For CX leaders, I believe that applying the following three key elements will make creating an effective story for your audience simple.

Understand Your Audience

As a CX professional, you work hand in hand with various key contributors to the customer experience. This means that you could be presenting to anyone from the C Suite to a regional manager. Identifying the specific audience’s needs, and addressing what is important to them is critical when crafting a story for your presentations.

When customizing a story, you should highlight the key benefits that are most relevant for your audience. What do they care about? For example, you can show the C Suite how your work boosts customer satisfaction and key metrics , increases demand for their product, expands their market, and benefits the bottomline. By outlining the central benefits, you are building increased value for your audience.

But it is not all about the head and facts, make sure you think about how you want your audience to feel. You want to use stories that specifically pertain to them and motivate them —as well as appeal to the heart. As you build trust, you need to be aware of what you want to happen next. Are you looking for more funding? Do you want increased s upport? Are you trying to expand your CX program ?

Don’t forget to tune your story to address the outcome you want. Understanding your audience is crucial in storytelling if you want to have a relevant presentation.

Remember Your Central Question

As you use a story to present to your target audience, make sure you remember to anchor your presentation around a central question ; what are you asking for?

When you think of a story it follows a familiar pattern. There is always a rise to a climax and then a fall to a resolution. It is important that you remember to structure your story with the identified theme or idea that you are addressing in mind. You want to have a rise in story that introduces the main question you are addressing for the audience. Then as you finish the story you can propose a resolution to take action on.

People like familiarity. Just as your audience knows a story rises and falls, you should pose a question and then resolve it. You will enhance your CX presentation by following this pattern and remembering your central question.

Create a Checklist for Your Presentation

Finally, it’s not just about what you present, it’s how you present it. There are a few checklist items you need to fulfill when presenting to make sure your delivery is pristine.

Firstly, make sure you are providing an organized map that is well paced and logical. Your audience needs to be able to follow your story effortlessly while recognizing the key points. This also helps you to spend more time on the points that really matter to your narrative instead of spending time on tangents that won’t get you where you want to go.

Secondly, a story is nothing without evidence. Stakeholders are looking for a reason to support you. Without anything backing up your claims, it’s hard for decision makers to commit. Providing solutions to their problems and proof that those solutions are viable creates trust that is crucial.

Lastly, recognize that questions and concerns will arise during your presentation. We will all agree that one of the best moments in a presentation is when you’re asked a question and the next slide addresses that specific ask. In that moment, you’re able to show that you get the audience, and know how they will be thinking. To accomplish this, you want to have additional, relevant stories on hand that can provide solutions to potential asks in a memorable and actionable way.

Applying these three key elements of storytelling can help you rock your presentation. At the same time, being given the time to communicate is a gift that should never be taken lightly, so remember t o identify the audience, their primary concerns, and tell a story that addresses concerns with a balance of emotion and facts. Use a story and your audience won’t be able to  forget your call to action!

About Author

Simon Fraser Vice President, XI Strategy

Simon has designed groundbreaking customer experience strategies at InMoment for nearly 10 years. Prior to joining the company, Simon worked at GFK/NOP and Nielsen for over a decade, helping brands make sense of their customers and how to drive ROI on products and services. Simon’s decades of experience and consequent Experience Improvement mastery make him a key strategist at InMoment.

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How to improve customer satisfaction in a powerpoint presentation.

Are you struggling to keep your audience engaged during PowerPoint presentations? Do you want to leave a lasting impression on your clients? Look no further, as this article will guide you on how to improve customer satisfaction in your presentations, leading to increased interest and better results.

What Is Customer Satisfaction?

Customer satisfaction refers to the level of satisfaction a person feels after using a product or service. It encompasses the customer’s perception of the value received in relation to their expectations. Factors such as product quality, service delivery, and overall customer experience contribute to customer satisfaction. Understanding what customer satisfaction is is essential for businesses to identify areas for improvement and maintain customer loyalty.

Why Is Customer Satisfaction Important?

Customer satisfaction is vital for the success of any business. When customers are satisfied, they are more likely to return, refer others, and leave positive reviews. This, in turn, can lead to increased loyalty and a higher customer lifetime value. It is also crucial to understand the importance of customer satisfaction in order to identify areas for improvement and improve overall business performance.

How Does Customer Satisfaction Affect Business?

• Customer Retention: Satisfied customers are likely to remain loyal, leading to repeat purchases and long-term relationships.
• Positive Word of Mouth: Happy customers act as brand advocates, attracting new customers through recommendations and positive reviews.
• Increased Profits: Satisfied customers contribute to higher sales, enhanced brand reputation, and reduced marketing costs.
• Reduced Churn Rate: High customer satisfaction lowers the likelihood of customers switching to competitors, thus reducing churn rate.

To understand the impact of customer satisfaction on business, it is important to consider how it affects various aspects such as customer retention, positive word of mouth, increased profits, and reduced churn rate. To achieve these benefits, businesses should focus on consistent quality, exceptional service, competitive pricing, and continuous improvement based on customer feedback.

What Are the Factors That Influence Customer Satisfaction?

When it comes to customer satisfaction, there are various factors that can greatly influence a customer’s perception of a product or service. In this section, we will discuss the key elements that can impact customer satisfaction and how they play a role in creating a positive customer experience. From the quality of the product or service to the level of customer service, we will uncover the different factors that businesses must consider in order to improve customer satisfaction.

1. Quality of Product/Service

• Conduct market research to gain insight into customer needs and expectations regarding the quality of our products and services.
• Implement quality control measures to maintain consistency and reliability in our offerings.
• Train employees to provide high-quality service and effectively address any product-related inquiries.
• Solicit feedback and reviews from customers to identify areas for improvement in our product and service quality.
• Regularly update and innovate our products and services based on customer feedback and industry trends, ensuring the highest level of quality.

In a similar approach, a local bakery improved the quality of their products by sourcing organic ingredients, resulting in a significant increase in customer satisfaction and loyalty.

2. Customer Service

• Train your staff to be empathetic and attentive towards customers.
• Implement a system for swift resolution of customer issues.
• Establish clear communication channels for efficient customer support.
• Personalize the customer experience to build strong relationships.
• Solicit and take action on customer feedback for continual improvement of services.

In 1909, Harry Gordon Selfridge, an American retail magnate, revolutionized the concept of customer service by introducing the motto ‘ The customer is always right ‘ at his department store in London. This set a new standard for businesses to prioritize the needs and satisfaction of their customers.

• Understand market pricing and customer expectations.
• Offer transparent pricing with no hidden costs.
• Provide value through competitive pricing strategies, taking into account the crucial factor of 3. price.
• Implement loyalty programs or discounts for returning customers.
• Regularly review pricing strategies to stay competitive and profitable, keeping in mind the importance of 3. price in influencing customer satisfaction and purchase decisions.

Did you know that 3. price is a crucial factor influencing customer satisfaction and purchase decisions?

4. Brand Reputation

Brand reputation is crucial when it comes to customer satisfaction. A positive brand image, based on reliability and trust, promotes customer loyalty and contentment. When a brand consistently follows through on its promises, customers are more likely to support the brand and remain satisfied with their experiences.

In 1985, Coca-Cola introduced New Coke , which received significant backlash due to its altered taste. This had a negative impact on the brand’s reputation, resulting in customer dissatisfaction and a decline in sales.

5. Convenience

• Location: Ensure convenient access to your products or services through multiple channels and extended opening hours.
• Communication: Provide clear and concise information about your offerings, policies, and procedures to make things more convenient for customers.
• Technology: Implement user-friendly online platforms and mobile apps for seamless transactions and interactions, adding to the convenience factor.
• Feedback: Act on customer feedback to streamline processes and enhance overall convenience.

In the early 20th century, the introduction of self-service supermarkets revolutionized convenience for shoppers, allowing them to independently browse and select items, reshaping the retail landscape.

How Can You Measure Customer Satisfaction?

In order to improve customer satisfaction, it is important to have a way to measure it. This section will discuss various methods for gauging customer satisfaction, including surveys, Net Promoter Score (NPS), and customer feedback. By utilizing these tools, you can gain valuable insights into the level of satisfaction your customers have with your products or services, and make necessary improvements to enhance their overall experience.

• Establish the objectives of the survey and identify the specific information that you wish to collect.
• Create clear and concise questions that align with the objectives.
• Choose the most suitable survey method, whether it be phone, email, or online platforms.
• Take into account the timing and frequency of the survey to ensure accurate feedback is captured.
• Analyze and interpret the survey data to pinpoint areas that can be improved upon.

2. Net Promoter Score

• Understand Net Promoter Score (NPS): Familiarize yourself with the NPS system and its scale from 0 to 10, which is used to measure customer loyalty and satisfaction.
• Survey Implementation: Utilize NPS surveys to gather customer feedback by asking the ‘likelihood to recommend’ question.
• Segment Responses: Categorize responses into promoters, passives, and detractors based on their rating.
• Analyze and Act: Regularly analyze NPS results and take action to enhance customer satisfaction, with a focus on detractors in order to convert them into promoters.
• Continuous Improvement: Use NPS as a continuous improvement tool, tracking changes in scores over time.

3. Customer Feedback

Customer feedback , a crucial component of ensuring customer satisfaction, can be gathered through a variety of channels including surveys, online reviews, and direct communication.

How to Improve Customer Satisfaction in a PowerPoint Presentation?

When giving a PowerPoint presentation, it is important to not only convey information but also engage and satisfy your audience. In this section, we will discuss five key strategies for improving customer satisfaction in a PowerPoint presentation. From understanding your audience to using visual aids and incorporating a call to action, these techniques will help you create a memorable and effective presentation that leaves your audience feeling satisfied and informed.

1. Know Your Audience

• Evaluate the demographics, interests, and knowledge level of your audience.
• Understand the needs, preferences, and expectations of your audience.
• Adapt the content, tone, and delivery method to resonate with your audience.
• Anticipate potential questions or concerns and address them proactively.
• Ensure the presentation aligns with the audience’s objectives and values.

2. Use Visual Aids

• Utilize high-quality images and graphics to enhance understanding and retention.
• Include charts and graphs to effectively present data and statistics.
• Incorporate videos or animations to engage and illustrate complex concepts.

When creating a PowerPoint presentation on improving customer satisfaction, visual aids play a crucial role in capturing and maintaining audience attention.

3. Tell a Story

• Craft a narrative with a beginning, middle, and end to illustrate a customer’s journey.
• Personalize the story by incorporating relatable characters or situations.
• Highlight challenges faced by the customer and how your product/service resolved them.
• Use visuals to enhance the storytelling experience and evoke emotions.
• End with a satisfying resolution that emphasizes the positive impact of customer satisfaction.

To captivate your audience, infuse your presentation with engaging anecdotes and captivating storytelling techniques, ensuring a memorable and impactful delivery.

4. Use Data and Statistics

Utilizing data and statistics is essential for improving customer satisfaction. By analyzing customer feedback, purchase patterns, and demographic information, businesses can identify areas for improvement.

For example, tracking customer service response times and resolution rates can reveal operational inefficiencies. Additionally, utilizing statistical models can help predict customer behavior and personalize offerings.

Presenting these insights in a PowerPoint presentation can effectively demonstrate the impact of data-driven strategies on customer satisfaction.

5. Include a Call to Action

• Evaluate the desired action: Determine what specific action you want your audience to take.
• Create a sense of urgency: Encourage immediate action by setting a deadline or offering limited-time promotions.
• Provide clear instructions: Clearly outline the steps your audience needs to take to fulfill the call to action.
• Use compelling language: Use persuasive and compelling language to motivate your audience to act.
• Offer incentives: Provide incentives to encourage your audience to respond to the call to action, such as discounts or free trials.

In 2007, during the launch of the iPhone, Apple included a call to action in their marketing campaign, urging customers to ‘Experience the iPhone today at your nearest Apple Store.’ This call to action prompted a surge in customer engagement and sales.

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Customer experience

Understand what customer experience is and how it’s changing.

• What Is Customer Experience?
• Why Is Great Customer Experience Important?
• How Is Customer Experience Changing?
• Who is Responsible for Customer Experience?
• How Can Companies Improve Customer Experience?

Introduction to customer experience

Customer experience is the heart of the relationship between a business and its customers. Typically, when people talk about customer experience (CX) they mean traditional sales and marketing touch points along the customer journey—for example, attentive store clerks in attractive stores, or simple and beautiful apps and websites. In the past, when executed well, CX investments have yielded good results: better customer retention and acquisition, increased sales and stronger loyalty.

But the world has changed. It’s more than just the COVID-19 pandemic: A non-stop barrage of external life forces—economic, social, political and beyond—is affecting people’s everyday decisions in unavoidable ways. In fact, according to Accenture research , 72% of consumers say that external factors, such as inflation, social movements and climate change, are impacting their lives more than in the past. Amid so much upheaval, people are revaluating what’s important to them: 61% of consumers say their priorities keep changing as a result of everything going on in the world. As a result, the way they interact with brands is evolving, and so too is the idea of customer experience.

Here, we will explain what customer experience is, how it’s changing and how a new customer experience strategy can benefit your business.

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What is customer experience?

Customer experience is many things, but it can broadly be described as the perception a customer or a company has of a brand. It is embedded into every interaction, and each interaction is an opportunity to build a stronger bond between the company and the customer—or has the potential to weaken that bond.

Good customer experience involves building a relationship by understanding what people want, need and value. It goes beyond the act of using the product or service itself: The full experience includes pre-purchase connections with the brand (via marketing or awareness), the process of researching and making the purchase (either in-store or online) and post-purchase interactions (regarding service, repairs, additions and more). The goal is to create smooth and efficient connections between the brand and the customer.

It’s vital that brands remember that every interaction people and other businesses have with them elicits some sort of emotion. Whether good, bad, happy or sad, the feelings brought on by those interactions are then associated with the brand. This can result in your customer asking some all-important questions: To buy or not to buy? To love or not to love? To return or not return?

It’s also critical to acknowledge that people’s needs, desires and emotions change moment to moment based on external forces. An oversimplified understanding of people’s emotional responses is not enough—brands need to see their customers beyond walking wallets and respond to the complexities in their lives.

Why is great customer experience important?

Positive customer experience is a way of standing out from competitors. As more brands compete for public attention and more options are readily available, CX provides a way to put your product and brand at the forefront.

Imagine you’re a business looking to place beverage vending machines in your offices. Your overall customer experience isn’t just how much you like using the machine, it’s the full start-to-never-fully-finished process of engaging with the brand, making the purchase and continuing interactions for service and support or future upgrades. When making the purchase, the beverage retailer can offer you a one-size-fits-all experience, such as showing you pictures of various products. But a better approach would be to use augmented reality (AR) or virtual reality (VR) to create a bespoke, personalized and customized experience so that you can see exactly how each type of machine would look in your office space. Because of this great customer experience, you and your business colleagues are happy, and your business will use the same retailer next time you want a vending machine.

Brands that want to increase customer acquisition, customer loyalty, customer engagement and drive growth need to think about delivering more exceptional experiences and connecting with customers in more dynamic ways.

With so much at stake, brands need to ask: is great CX enough to elicit positive emotions and meet customers’ changing needs?

How is customer experience changing?

Twenty years ago, the answer to “what is great customer experience?” would have been a straightforward explanation about optimizing touch points, mapping out customer journeys and designing and producing covetable products that customers want.

But today, how we interact with brands and what we need from them has transformed exponentially. At a time when people are navigating constant change amid external economic, social, environmental and political forces, their behavior is increasingly inconsistent. Consumers are more comfortable with paradoxical choices as their decisions become trade-offs between what they want, what they need and what options are available.

Adapting customer experience to these changes isn’t easy. Oversimplifying segmentation and underestimating the impact of external life forces has created a disconnect :

A life-centric approach to customer experience creates connections that hold fast amid constant change and disruption.

of consumers wish companies would respond faster to meet their changing needs, while

of executives think their customers are changing faster than their business can keep up.

Though businesses have evolved past the product-centric approach that focuses on performance to accept the importance of customer experience, seeing CX as something static can be their undoing. Instead, companies need a life-centric approach .

Life-centric businesses accept that people are multifaceted, complex and doing their best to adapt to unpredictable life circumstances—and use that insight to meet customers’ evolving needs. By taking a life-centric approach to customer experience, companies can better reach them at a variety of pivotal moments and create connections that hold fast amid constant change and disruption.

Who is responsible for customer experience strategies?

Historically, CX was limited to the Chief Marketing Officer’s (CMO) or the Chief Operating Officer’s (COO) purview with different functions in the business operating in siloes focusing on their own priorities.

Let’s take a quick look at how traditional CX thinking has informed how leaders and functions within an organization think about their customer experience strategies:

• CEO: prioritize maximizing profitability
• Marketing and brand: focus on making people want things
• Sales: focus on the product the company wants to sell
• Product development: create products based on market research that are easy to use
• Talent: use traditional metrics based on employee performance within a function (onboarding, annual reviews, etc.)
• Tech and IT: focus on enabling business processes at greater scale
• Operations: focused on providing efficiency for the company that often limits growth
• Supply chain: focus on moving products and goods to consumers

As you can see above, each department and function has its own priorities, targets and metrics. With blinders to the rest of the company, each department is executing a specific customer experience strategy template without seeing the bigger picture. Instead of operating in isolation, companies need to organize all of their internal operations in new ways to evaluate and serve changing consumer needs.

To remain relevant and compete in today’s ever-changing world, customer experience strategies need to be top of mind for every stakeholder in your business. From management to marketing to sales to service, everyone across front- and back-office functions needs to be invested in delivering a life-centric customer experience.

By taking the company’s existing assets (such as talent, data and technology) and rewiring them for more coordinated action, internal operations become simplified in pursuit of a common goal. Internal alignment lets companies pursue an external strategy that maximizes customer experience.

This is a pivotal moment for the C-suite. Leaders who push beyond traditional CX strategies and redefine their organizations, not just by which products or services they sell and offer, but with a life-centric approach to understanding and meeting customer needs, will emerge stronger and ignite growth in their organizations.

Internal alignment lets companies pursue an external strategy that maximizes customer experience.

How can companies improve customer experience?

From banking onboarding journeys for new customers to how clothing should be presented online, many of the fundamentals of customer experience have become commonplace. As a result, it is increasingly difficult for brands to differentiate themselves via CX alone.

Businesses have traditionally focused on optimizing customer touch points around product and service. In the past this has been a successful approach to increase sales and loyalty. Now, it’s no longer enough. The way forward is to take a holistic, dynamic view of who customers are and what motivates their behaviors—and to treat them as more than just buyers.

Today, brands must enhance customers’ lives through new technology-led experiences that go beyond short-lived transactions. Consider the impact of omni-channel services that connect brick-and-mortar shopping with customers’ digital data for greater personalization. Companies also need to have the enterprise-wide imagination, vision and empathy for the customer that will drive them to find creative ways to engage and serve people who crave simplification and agency.

By evaluating what brings value to customers and reconsidering how a brand promise fits with customer needs, companies can refocus their efforts to drive growth and relevance.

To grow a life-centric CX strategy, brands need to think of customers as more than just buyers.

The future of customer experience is life-centric

Brands are looking for ways to harness the changes the world is experiencing to emerge stronger and more prepared for the road ahead. To do so, they need to hone in on the complex life forces and paradoxical behaviors driving consumers today. Through data, technology and a holistic, human-centered approach, they can respond to people’s diverse, often paradoxical and ever-changing needs.

To achieve this, an evolution is needed: It’s time for companies to become life-centric .

Explore more about what it means to be life-centric and find out how to create a life-centric strategy that works for your business.

Related capabilities

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We helped Huggies introduce a new global creative platform and bring it to life across every region and every...

Making a jewelry retailer shine

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How Shiseido is using digital to create new beauty experiences.

Join the team

Ideate, innovate, change the world, repeat. Be part of an elite team of talented people using design thinking to create experiences that win awards and make headlines.

Frequently asked questions

Customer experience (CX) is broadly described as the perception a customer or a B2B company has of a brand. It is embedded into every interaction a customer has with a brand. While some focus only on CX as traditional sales and marketing touch points along the customer journey (for example, attentive store clerks in attractive stores and simple and beautiful apps and websites), it’s actually much more complex.

What makes a great customer experience?

As customers face growing pressure from external social and economic forces, CX has moved from fulfilling wants and needs in the moment to seeing creating experiences that adapt to their changing circumstances and paradoxical behaviors. For brands, this means taking a life-centric approach that sees customers in their full lives and interacts with them as complex, inconsistent and evolving individuals.

As customer experience basics become commonplace, brands need to do more to differentiate themselves. The way forward is to take a holistic, dynamic view of who customers are and what motivates their behaviors—and to treat them as more than just buyers. Companies need to enhance customers’ lives through technology-led experiences that forge long-term connections, and foster the enterprise-wide imagination, vision and empathy that will help them pivot to meet changing needs.​

What is the future of customer experience?

Though businesses have evolved past the product-centric approach that focuses on performance to accept the importance of customer experience, seeing CX as something static can be their undoing. Instead, companies need a life-centric approach. Life-centric businesses accept that people are multifaceted, complex, and doing their best to adapt to unpredictable life circumstances—and use that insight to meet customers’ evolving needs. By taking a life-centric approach to customer experience, companies can better reach them at a variety of pivotal moments and create connections that hold fast amid constant change and disruption.

How to improve the customer experience

March 6, 2022 In an increasingly digital world where products and services are scrutinized in the court of public opinion, customer experience (CX) is king. Gone are the days of blind-faith consumerism; customer demands are changing, and the organizations that adapt could gain an edge over those that don’t. Check out these insights to learn how your organization can capture the advantages of excellent customer experience by leveraging customer reviews, predictive analytics, the human voice, and more.

Why business must heed customer reviews

From speech to insights: The value of the human voice

Prioritizing customer experience in government

Innovation through the digital disruption of customer service

The new key to automotive success: Put customer experience in the driver’s seat

Giving Gen Z customers what they want: A conversation with by.U

Five actions to build next-generation know-your-customer capabilities

An on-demand revolution in customer-experience operations?

Rebooting customer experience to bring back the magic of travel

How to boost growth in industrial services: Better customer experience

Prediction: The future of CX

Blog – Creative Presentations Ideas

infoDiagram visual slide examples, PowerPoint diagrams & icons , PPT tricks & guides

Present Your Customer Experience Strategy With Graphics

Last Updated on March 18, 2024 by Rosemary

Do you need to communicate a new customer experience strategy to your team? Many professionals and businesses have learned how important customer experience is to success and your bottom line. If you need to train new hires on your customer experience processes or strategy or give a presentation to explain why CX is important, pre-designed compelling visuals can help you. We hope our Customer Experience Management Strategy graphics and examples can inspire you.

Elevate your business performance presentations with our curated resources – visit our financial performance PPT reports webpage.

Is customer experience one of your top priorities? Make sure your customer experience strategy presentations show that with engaging, professional PowerPoint graphics. Click here to see the full Customer Experience Management Strategy Processes PPT diagrams set .

Present your customer promise strategy

What value do your customers expect? Your customer promise, what value or experience is expected by customers, is an important part of your customer experience strategy. The promises may fall under innovation, convenience, consistency, quality, affordability, or other measures. The example slide shows several potential promises your business, brand, products and services make to your customers. This slide is a unique alternative to boring text slides with basic Microsoft Office bullet points. The colors, icons, and text can all be modified in PowerPoint using basic editing tools so you can tailor these eye-catching visuals to your audience, so you don’t have to worry even if you are a beginner and not to familiar with PPT design.

Describe your customer journey with infographics and icons

Understanding your customer journey is an essential part of customer experience management and strategy. The example journey features an online store example which is broken into site visit, order creation, checkout, payment, order tracking and delivery steps. By illustrating this process, you are giving your audience insight into your client experience. This flow chart can be edited to match your customer journey. Be mindful of how much text you decide to add for each step. This will keep your slide from becoming too wordy and overwhelming for your audience. Don’t forget, you can use these flow charts to explain any step-by-step process, not just your customer journey.

Tie it all together with a customer experience strategy process

After you have defined any unfamiliar terms, what your customer promise and journey look like, and how you will monitor and measure customer experience, you should tie these points together. The example diagram shows how a customer experience strategy process infographic can help explain how the different CX parts fit together. The steps included are the customer profile, promise, journey, as well as cx measurement, analysis and improvement. Notice how analysis and improvement are both included? For ongoing initiatives these steps may already be part of the process. If that is the case, graphics in the Customer Experience Management Strategy Processes set to help. If your presentation is for a new CX initiative or for new hires, you may instead be explaining how the analysis and improvement phases will work in the future.

Make your customer experience processes and terms presentation original

Is your customer experience process presentation dull and forgettable? If your slides rely on unattractive text and bullet points, you may find it hard to keep your audience’s attention. Follow these steps to create a readily digestible symbolic infographic slide instead.

1. Divide the slide into three columns. Use ribbons for the top row-those will be the section names. Use rectangles to make space for the content.

2. Add color to each section and give the ribbons a darker hue.

3. Fill the shapes with text and center them.

4. Connect the shapes in each column with lines on the left. Add relevant icons to the right of the rectangles.

Explore our YouTube channel for more creative inspiration:

Resource: Customer Experience Management Strategy Processes

Make sure your next customer experience strategy PowerPoint looks cohesive and professional by using pre-made graphics. Our designers created the graphics in this set so that everyone could have creative, and aesthetically pleasing PPT slides without special graphic design software or design experience. We hope these examples have given you inspiration for your next presentation.

With the Customer Experience Management Strategy Processes icon set, you can save time and create memorable presentations. If you want to make your slides really pop, check out the full Customer Experience Metrics Diagrams set:

Customer Experience Management Strategy & Processes PPT Diagrams

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Home Blog Business How Customer Experience can Make Your Brand Successful

How Customer Experience can Make Your Brand Successful

For a business to run successfully, it is important to have satisfied clients. It is not only the quality of the product or service that matters but how customers perceive a business and if the expectations of the customers are met. This all has a lot to do with what is called Customer Experience (CX). Over the years CX has become one of the most important aspects of branding. In fact many experts now believe that Customer Experience is as important as the brand itself. According to a survey by Gartner , 89% companies now compete on the basis of CX, a number which has risen from 36% over the years.

Understanding Customer Experience (CX)

Customer experience consists of three main aspects, namely; the customer journey, brand touch points (the way the customer interacts with the product), and the environment that a customer experiences.

1. The Customer Journey

The customer journey is a very important aspect of the customer experience. This includes the interactions a customer has at various touchpoints with the organization. For this purpose, organizations also create customer journey maps. Such a map shows the journey of a customer at key interactions with the organization, as well as the feelings of the customer regarding the organization. A customer journey map, including a B2B customer journey map, is like mapping your customers by making a buyer persona that can help you understand their motivations, expectations and questions that a customer might have related to your business and how to best serve them.

2. Brand Touchpoints

A customer interacts with a business at various touchpoints. This can include not only the point of sales checkout counter or an office premises but also having a professional website , social media, web, email, VoIP phone system , etc. Customer experience consists of all the brand touchpoints that the customer experiences. It is important to note that even a single bad experience at one of the touchpoints can lead to a dissatisfied customer. For example, you might have a great software that is useful and user-friendly; however, if the customer does not receive timely support or is left high and dry at a pivotal juncture due to a bug caused by a software update, you might lose your clients to a competitor. To prevent this, you need to have a 24/7 phone answering service or live chat support. Similarly, a bad experience at customer support due to an ill-mannered employee can also make a customer disgruntled enough to never use your product or service. Hence, all brand touchpoints shape the customer experience.

3. The Environment

In the wake of digital technology, the environment is no longer limited to a store or office. The environment that affects the customer experience can not only include your brand’s outlet but also the digital environment that the customer might interact with. Many products are now sold online and home shopping has become a norm across various countries, this makes the digital environment as important as the environment the customer might experience at a store or office premises.

The environment a customer experiences, entails not only the way the brand is presented or the ease of shopping or the quality of service but also other associated factors. A customer experience might dip for a hotel which despite having excellent service is located in a noisy location where there is no provision to ensure that the hotel rooms aren’t insulated from the noise outside. The customer not only wants high-quality products and services but also likes an honest brand that does not cheat its customers with misleading claims.

A good example of shifting customer priorities is that customers nowadays demand environmentally friendly practices to be adopted by brands. Such considerations are important to give your customers an ‘environment’ that they find up to their expected standards.

Customer Experience and Customer Service

Satisfied customers, however, come as a consequence of a holistic journey within the Customer Experience path. The experience that users will have with a brand or a service will be impacted on several points; with this in mind, it’s important to mention a great partner of CX before we dig deeper: customer service.

What is customer service?

Customer service is how you make your customers feel supported before, during, and after the purchase. Traditionally this could bring the mental image or recollection of a long phone call or a lengthy chat online; however, currently, there are dozens of channels that can be used to open communication with users .

Types of customer service

Taking this into account, it’s helpful to understand how customer service can be different in execution and how this can affect the users.

There are 4 main types of customer service which are somewhat opposing subjects.

1. Reactive Support

This is the type of customer service where companies have tools to answer queries from the user. The best example of this type of support is having a service phone number that users can call when experimenting an issue.

2. Proactive Support

In proactive support, the company seeks to resolve a client’s issue even before it a problem by anticipating them and solving them beforehand. A good example can be setting up an email prompt that reminds the user that an item has been left in the e-commerce cart. Self service portals are also considered a form of proactive approach, allowing users to resolve common issues independently.

3. Synchronous Support

Companies that often need to communicate with users in real-time provide synchronous support. It helps resolve issues that can be happening at the moment. A great example of this type of customer service is a ¨contact us¨ button that prompts a chat.

4. Asynchronous Support

For users who might not have an urgent request, asynchronous support provides help that is not real-time but more of a continuous conversation. One very popular example is email support, where the emails can come and go through customer service email management software in a matter of several hours. Also, social media has gained popularity as a channel for asynchronous support. All of these customer support types can be combined and managed through a support ticket system . All client contacts, customer communication, and support are gathered here. For example, it gathers client dialogues from various channels, such as e-mails, social media, phone calls, and forums, and turns them into tickets. Technical support staff can then respond to customer support requests depending on the customer’s priorities. As a result, your customer relationships will improve.

Essential Skills for Customer Service 

As we mentioned before, creating a solid customer-business relationship requires an in-depth understanding of the customer experience and some particular skills to be successful. 

Language:  Making sure the wording is correct is essential; even though companies are not scripting all customer service channels before, there is always a language protocol that will make the conversation smoother. 

Active listening:  Asking the right probing questions will drive the customer to provide their listening problems. Regardless of what channel is being used, it’s essential to understand what the customer needs effectively. 

Clear communication:  Usually, within the customer journey, when a person reaches a customer service team, it’s not because they are delighted with the experience, but usually because they are experiencing a problem. Therefore it’s crucial to make sure the conversation stays on track, and there is a clear understanding from both sides of what needs to be done. 

Interpersonal Skills:  Some essential rules to customer service include listening, establishing rapport, and guiding the customer through required steps. All these actions require emotional solid intelligence and wording that makes the customer feel calm and supported by the brand. 

Comfort Multitasking:  Regardless if the customer service team is helping users through a service phone number, customer support chat, social media inbox, or any others during the interactions, probably the representative will have to take detailed notes, add data into a system or request support of others. 

Attention to detail:  Customers won’t always say what the problem is from the get-go; sometimes, a service team will have to ask many questions and pay close attention to the answers to truly understand the matter. 

Attentiveness:  Being present in the exchange with clients is essential in any role that has to do with customer services. The lack of attention to the user’s issue can make them frustrated or feel like they are not being paid attention. 

Collaboration Skills:  Finally, to resolve an issue in many cases, the customer service team will also need the user to perform certain tasks that can go from providing specific data, performing actions, or even taking decisions in the call. With this being said, the customer service team must always seek collaboration with the user to resolve issues quicker. 

Making a Customer Experience Strategy

In order to optimize the customer experience , an organization must account for the aforementioned and ensure that the customer journey at each brand touchpoint provides an environment that is in line with the expectations of your customers. In order to do that you will require making a customer experience strategy.

a. Understand the Needs of your Customers

In order to create a customer experience strategy, you need a clear vision regarding your goals and objectives. You need to understand the needs of your customer, as well as their needs, aspirations and expectations. You might require researching the market for this, including conducting a research, checking sales trends and gauging customer expectations. Understanding your customer is the key to delivering a good customer experience and strategizing how to best reach out to your clientele.

b. Create Buyer Personas

Your clients will include different types of customers. Some might require a generic product or basic service, whereas others might demand more exclusive treatment.

For example, for someone that is not tech savvy, a basic version of a software might work, however, for enterprise customers you might require offering more exclusive services and additional features. This might also give you the chance to charge more for the latter due to the exclusive nature of service offered with your product. The same principle can be applied to other types of products and services, be it in the hotel or banking industry, a retail store, a telecom company, etc. Creating buyer personas can be a good way to understand the type of customers you have and what might best suit them.

You might have noticed that many brands offer a range of products in different designs, shapes, colors and packages. All these are meant to cater to different types of clients. If your business is targeting young people, you will require mapping the personas of the age group your company aims to target. You might even need to segregate customers by age, gender, ethnicity, language and other factors. Buyer personas can help develop an effective customer experience strategy to help you better cater to the needs of your customers.

c. Pay Attention to Customer Feedback

You might have a great sales team, however, if the package arrives late or the customer is not satisfied with an aspect of the product, your sales team will not be able to save you in the end. It is essential to understand the complaints and demands of your customers. This is why an analysis of customer feedback should be included in your customer experience strategy. This can not only include ways to address complaints and bottlenecks but also the new features a customer might demand or the changing needs of customers which might need to be addressed to remain competitive. In order to do this effectively, you need to constantly monitor the digital customer experience that your brand provides from three fundamental perspectives: availability, functionality, and speed. Only then will you be able to deal with feedback as and when you receive it.

d. Create a Mechanism for Timely Resolution of Complaints

Years of good service and brand loyalty can be ruined by something as simple as a bad customer experience. It is necessary to ensure that you have a mechanism which resolves customer complaints on time and does not leave them high and dry when they might need assistance.

e. Research your Competitors

You can be a market leader or someone down the ladder, looking to acquire more market share; either way, you must research your competitors. Even a company offering low-quality goods can quickly usurp market share if it has an edge over your product. Be it a product, price, place, promotion or packaging, you must take into account all aspects, including the 5 Ps in order to understand what your competitors are offering, and how you can learn from them in order to improve your product, service and overall customer experience.

f. Optimize your Strategy

If you make a customer experience strategy and let it stay stagnant, you will miss out on the various changes that the market might be going through. It is therefore necessary to review and optimize your customer experience strategy periodically and to look for aspects which might need improvement or parts which might need revision in the wake of changes in the market and even your own company.

Using Customer Experience for Delivering an Effective Presentation

A customer experience strategy or the way you optimize the customer experience for your business has all the insight you need for your customers including their personas. If you require creating a customer service presentation or need to do a business presentation before your shareholders, investors, government officials, environmentalists or other stakeholders, you can take a page relevant from CX. For example, when delivering a presentation before your customers you need to discuss how your product has made their lives more convenient or offered them something special, be it a great tasting eatable, a comfortable hotel room, personalized service or peace of mind by taking care of some aspect of their lives.

Similarly, when presenting before shareholders, you might want to discuss how customer experience has helped keep your customers satisfied, retain market share or any gains you might have achieved because of it. You can present statistics, such as research data to back your claim. The same can be applied to other stakeholders, where you take out the part from your CX which seems most relevant for your audience.

Best Customer Experience Presentation Templates

Here is a list of some of our best customer experience PowerPoint presentation templates.

1. Customer Experience Map PowerPoint Diagram

The  Customer Experience Map PowerPoint Diagram  is ideal for presenting your planning about the customer experience activities and touchpoints defined for your organization. The columns and cells are editable and ready to be completed with your content.

Use This Template

2. Path to Purchase PowerPoint Diagram

The  Path to Purchase PowerPoint Diagram  is ideal to describe the cycle of customer journey from demand to buying. Each steps is displayed as a chevron segment in the cycle diagram. You can edit the text placeholders in the diagram and in the sides.

3. Customer Journey Map Diagram for PowerPoint

Create a powerful presentation about your Customer Experience (CX) with the  Customer Journey Map Diagram PowerPoint Template . With a modern layout and display graphics, the customer care analysts can explain their Customer Experience actions through the Positive Experiences measured across time and through touchpoints.

4. Customer Journey PowerPoint Template

The  Customer Journey Design  is ideal for presentations that need to map customer experience across your business model. You can describe the different buyer experiences across different devices and touchpoints.

Final Words

Customer experience entails taking care of the most basic things affecting your customers. From the shopping cart, checkout, customer service to the digital interactions, every step of the brand touchpoint matters. The journey your customer experiences over a period of time can make or break your business. Long-term loyal customers might be willing to forgive minor inconveniences, whereas new customers might easily switch to your competitor at the sign of the slightest inconvenience. How you manage your customer experience affects your brand loyalty. Hence, it is imperative to keep an eye out for how your customers feel and how to ensure they are pleased by optimizing your customer experience periodically. Sometimes, a happy customer is more important than excessive short-term profits for your company to survive in the long run.

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Customer Experience Presentation Template

Product Description:

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50 Must-See Customer Engagement Presentations

The Team at CallMiner

September 26, 2018

Customer engagement has evolved from the origins of customer satisfaction and customer delight. Today, customer engagement is defined as the profound relationship that the customer has with your brand.

In today’s digital age, irrespective of which industry you are in, customers expect an immediate or near-instant response as well as a picture-perfect anticipation of their wants. To meet this requirement, businesses are getting competitive and aiming to provide hyper-personalized experiences to keep their customers enrolled and engaged with their brand, products, and services.

Designing a well-crafted customer engagement strategy is an excellent way to boost sales and drive profitability. More companies are incorporating customer engagement tools such as  speech analytics  and chatbots to better gain deeper insight into customer engagement and respond readily to consumers across digital channels by leveraging technologies such as  artificial intelligence .

With many tools, technologies, and tactics that play a role in customer engagement, developing a strategy can seem daunting. To get you started, we’ve compiled a list of 50 different customer engagement resources, including both videos and slide presentations, by highly regarded individuals in the industry. For more expert insights on customer engagement, visit  CallMiner’s Learning Center  to access dozens of white papers, videos, articles, and other resources to help you develop and execute a top-notch customer engagement strategy.

The 50 must-see presentations below are listed in no particular order, but are separated by category including:

Video Presentations

Slide presentations, engage business media.

Twitter :  @EngageCustomer

1: Important Considerations for your Customer Management

This video is presented by Mike Havard, Director at Ember Services, at the Telecos/Utilities Director Forum 2014. The video covers customer engagement opportunities and challenges and covers topics such as regulation in a social context, the value of complaints, personal data implications, and what transformation and growth means in customer engagement.

Key Takeaways:

• Understanding customer engagement and why organizations make it so hard
• Securing board commitment for funding solutions
• Discusses nine important themes around customer engagement

2: Employee and Customer Engagement

This video, from the fifth Directors Forum of 2014, takes a look at the important connection between employees and customer engagement. One of the key highlights includes understanding the shift between wanting to be customer-centric and enforcing an actionable strategy to actually make it happen. The video covers a panel of different speakers who discuss the relationship between employees and customer engagement.

• Understanding the bridge between staff engagement and customer engagement
• Incorporating employee engagement in putting the customer first
• Using staff engagement to delight the customer

Amazon Web Services (AWS)

Twitter:   @awscloud

3: Scaling Up to Your First 10 Million Users

Gaining users is the key to the cloud. This presentation is one that is regularly at the AWS conference “re:Invent”. However, in this particular version, Joel Williams changes the game a bit to help you scale to your first  11  million users. If you have a great product for sale, but can’t handle a large amount of traffic at once — this presentation will help you plan to scale AWS resources quickly.

• Techniques for scaling an application on AWS
• Why “auto-scaling” is not where you should start
• Reasoning for starting with SQL databases for your scalabilty
• Direct gameplans and examples from 1 million to 11 million users

4: Engaging Your Customers with SNS Mobile Push and Amazon Analytics

Push notifications are a crucial part of creating a game play experience that retains and reengages users. If an app that keeps running in the cloud, messages can be delivered to your players. The right communication at the right time can improve your engagement and build long-term relationships with your users.

• 65% of mobile apps are abandoned within 90 days
• Effectively sending mass messages versus using 1 to 1 communication based on analytics and player actions
• Real time examples of notifications as well as a look at analytics and how to process data

5: How I discovered the black art of cult branding

Rob Howard, founder of Cult Collective, delivers this compelling talk at a TEDx event at St. Lawrence College. Howard boasts a marketing career spanning 20+ years, and in addition to founding Cult Collective, he founded a think tank, a global summit (The Gathering), and authored a book,  Fix: Break the Addiction That’s Killing Brands . Howard discusses how consumers tend to “evangelize” to others in the spur of the moment and how brands can capitalize on this enthusiasm and win the allegiance of die-hard fans through customer engagement.

• What makes customers loyal to the world’s most coveted brands
• How successful brands are like modern-day cults in disguise (in a good way)
• What successful brands did to survive in times of economic diversity while spending less on traditional forms of marketing

Doug Stephens

Twitter :  @TheLavinAgency

6: Customer Engagement is the Key to Success

This video is presented by Doug Stephens at the Lavin Agency Speakers Bureau. He holds the opinion that every retailer understands that customer experience is crucial, but very few really know how to implement it. Being one of the world’s foremost retail speakers and consumer futurists, he drives the idea that, “We have to allow customers to feel like they’re not just walking into a different store, but walking into a different world.”

• Retail stores have to be a “story”
• Making stores less static
• Engaging customers by creating a sensory experience

Mathew Sweezey

Twitter:   @msweezey

7: The New Rules for Customer Engagement

This video is a talk by Mathew Sweezey, “marketing evangelist” for Salesforce.com. He is also the author of “Marketing Automation for Dummies.” He provides an overview of modern customer engagement and explains how to execute a marketing strategy that drives lasting results.

• How to value buy-in for your efforts
• Social media tactics and strategies that get results
• How the modern customer makes buying decisions
• Lead nurturing best practices to increase lead flow

Twitter:  @Microsoft

8: New Customer Engagement Models

This video discusses how customers and Microsoft Retail Stores are successfully executing new customer engagement models. Microsoft Solutions Specialist and Retail Industry Solutions Director Pinar Salk covers how Microsoft Retail Stores are implementing an end-to-end customer engagement experience from mobile browsing to in-store purchases and more.

• Implementing a frictionless shopping experience using a mobile app
• Driving higher conversion and customer retention in the engagement process to impact the bottom line
• Empowering sales associates to recommend curated products catered to the customer based on individual personal insights and data

Twitter:   @salesforce

9: The Future of Customer Engagement

This video from Salesforce brings together a panel of experts who impart expert tips and insights about the latest customer engagement strategies that are ready to be implemented and put into action. Discussions are centered around a properly designed customer engagement strategy that inspires, creates loyalty, and drives profit.

• Defining customer engagement and discussing example case studies
• Meeting customer expectations and personalizing the engagement process
• Handling and understanding customer data and acting on it
• Customer engagement best practices and strategies

Jon Suarez-Davis

Twitter:   @jsuarezdavis

10:  Customer Engagement in the Age of Intelligent Marketing

This video features keynote speaker Jon Suarez-Davis (“JSD”), who is Salesforce’s chief cloud marketing officer. He has experience working with some of the world’s biggest brands. In his talk, he draws upon real life examples to explain how customer engagement can be enhanced in the age of intelligent marketing.

• New level of engagement
• Brand marketing and performance marketing
• Salesforce’s vision for the future of marketing
• Predictions for digital advertising in 2020
• Core competencies: Know, Engage, and Personalize

Pegasystems

Twitter:   @pega

11:  AI in Customer Engagement

In this video by PegaWorld, Dr. Rob Walker, VP of Decision Management and Analytics at Pegasystems, discusses both the advantages and potential risks of using Artificial Intelligence (AI) in the customer engagement process.

• Balancing the risks and rewards of Artificial Intelligence
• Discussing how AI can be a threat to human existence and how we can control and trust it
• Difference between Opaque and Transparent AI
• Where to allow Opaque AI and where to insist on transparency
• Predicting outcomes based on AI

12: Automation, AI and Customer Engagement

In this video, 25-year veteran employee and Senior Vice President of Products at Pegasystems, Kerim Akgonul, discusses how technologies like artificial intelligence (AI), DevOps, and robotic automation are building agility and transforming customer engagement in organizations.

• Automating AI for customer engagement
• Providing real-life case studies on how AI is being used today to enhance customer engagement
• Bridging the gap between customer engagement, operational efficiency, and business agility

IBM Analytics

Twitter:   @IBMAnalytics

13.  Data-driven Customer Engagement

This video gives a walkthrough of how to spot customers who are at risk of churn and use preemptive measures before they are defected. It talks about using predictive analytics capabilities to drive customer retention by accurately targeting campaigns, which allows you to retain valuable customers while boosting your revenue.

• Deliver customer insights to front-line decision-makers and systems
• Boost customer lifetime value through personalized efforts
• Predict which customers are at risk of leaving
• Identify choice prospects for highly targeted marketing programs
• Enhance sales forecasting, accelerating sales cycles

Insurance Nexus

Twitter:   @InsuranceNexus

14.  Raising Customer Engagement in the Insurance Industry

This video covers a webinar conducted by Insurance Nexus with a panel of three leading speakers and discusses how to raise customer engagement in the insurance industry. Key topics covered include analyzing the customer journey and identifying where the pain points are, how to improve customer engagement, and measuring interactions with customers.

• How insurance carriers can improve their customer engagement
• Practical advice, case study examples and best practices for the insurance industry
• Innovating and using technology to interact with customers

Twitter:   @SAP

15: Beyond CRM: Digital Transformation Starts with Customer Engagement

This video, delivered by enterprise resource planning (ERP) giant SAP, talks about how digital transformation is impacting how to deal with customers and why organizations need to think beyond the CRM. Leading speakers from SAP discuss actionable strategies for customer engagement and reveal how SAP offerings, such as the “SAP Hybris portfolio and SAP Jam Communities,” can help you reach digital transformation objectives.

• How to exceed customer expectations and delight with digital solutions
• Delivering richer, faster, and better digital experiences personalized to the customer
• Understanding digital businesses and why customers are their most important assets
• Assisted and unassisted customer support before, during, and after the purchase

CustomerEdge TV

Google+:   CustomerEdge TV

16: How Social Media Has Impacted Customer Engagement – Customer Edge

This video talks about the role that social media has played on the way businesses sell, market, and serve their customers. Irrespective of industry, whether it is telecom or heavy machinery, the competition is ever increasing which makes it necessary to provide a personalized experience to each customer.

• How to engage with personalized social media in B2B and B2C situations
• How to involve influencers and advocates, and foster their growth
• Learning from best practices and avoiding pitfalls

Twitter:   @couchbase

17:  Revolutionizing customer engagement – Connect Silicon Valley 2017

Couchbase CMO Peter Finter discusses the attributes and values of an engagement database and how Couchbase clients are transforming their organizations with improved customer engagement, personalized experiences, lower costs, and time-sensitive innovation.

• Changes impacting businesses today that requires them to rethink customer experience
• Challenges of customer engagement and how to overcome them
• How businesses can revolutionize customer engagement and reap the rewards
• Employing technology to give customers a unique experience

Google G Suite

Twitter:  @gsuite

18: Connecting your sales associates to drive customer engagement and satisfaction

There are a many “real world” problems in the retail and ecommerce space — especially when it comes to customer engagement. Google has provided a short tutorial about how Chrome can help alleviate many of these scenarios. The focus of the webinar is to help connect sales associates in a way that improves customer engagement through the production of “regular, lively content”.

• Discovering the top two operational challenges of the retail world
• How Chrome can help modernize and rethink workflows
• Enhancing and improving communication across a distributed workforce

Twitter:  @Dreamforce

19:  Workshop: Transform Customer Service to a Customer Engagement Center

In this video, Service Cloud experts from Salesforce discuss the importance of adapting your service organization to engage a whole new breed of technology savvy customers who expect immediate answers and support at every step of their customer experience journey. They uncover strategies for connecting with customers and building meaningful relationships, and the role of a customer engagement center to transform customer experience.

• How mobile and social media are transforming customer service today
• Delivering outstanding customer service at every point of customer interaction
• Deploying and running a customer engagement center successfully
• Achieving measurable results through increased agent productivity

Pitney Bowes

Twitter:  @pb_digital

20: Digital Transformation with Mobile First Customer Engagement

This demo by Pitney Bowes covers how organizations need to be relevant and interact with customers on every marketing channel today. It shows ways to optimize and simplify communication for mobile devices and discusses the importance of AV interactions to create engaging and personal customer experiences.

• Identifying current trends in customer engagement
• Providing digitized customer engagement management solutions
• Discussing the future of customer driven “predictive” engagement
• Scalable, compliant and secure mobile-first customer engagement

TiE Silicon Valley

Twitter:   @tiesv

21:  Inhi Cho Suh – GM Watson Customer Engagement, IBM – MarTech Track TiE Inflect 2018

Inhi Cho Suh, GM Watson Customer Engagement at IBM, discusses the human and business impact of Artificial Intelligence (AI), and how AI combined with other disruptive technologies such as IOT and Blockchain are drastically transforming different industries including HealthTech, FinTech, MarTech, and more.

• How AI and machine learning is transforming customer engagement
• Creating real-time personalized experiences using AI
• Identifying the challenges of AI and offering solutions
• Employing an AI powered platform to holistically analyze customer data and deliver the best possible customer experience

Twitter:   @TheNextWeb

22:  Danielle Levitas (App Annie) on How to Grow Customer Engagement through Mobile | TNW Conference 2017

Danielle Levitas, Senior Vice President and Research and Analysis team lead at App Annie, talks about how to grow customer engagement through mobile. With most customers mobile today and a good part of them spending 2+ hours a day on mobile apps, she emphasizes the importance of mobile-first marketing. This video also covers the importance of using customer data to understand what consumers want and expect and how to use mobile apps to create an intimate level of engagement with a customer.

• Why and how to reach out to customers on mobile devices
• Growing customer engagement through mobile app interactions
• Increasing ROI and building a better business through apps

Twitter:  @Comm100

23:  [Webinar] Social Media Best Practices for Effortless Customer Engagement

Research from Gartner predicts that in the next two years almost 90% of all companies will be providing customer support on social media. This webinar video shows how to build meaningful customer relationships by providing stellar customer service through a variety of social media channels.

• Social media best practices for effortless customer engagement
• Dealing with rising expectations and providing instant/near-instant responses
• How to handle social media customer service queries
• Social media excellence checklist

Twitter:   @adtech

24:  Game On: How Gamification Drives Sales & Customer Engagement

In this video, CRO Samantha Skey from RecycleBank and leading executives from NativeX, Electronic Arts, and SponsorPay discuss relevant case studies of how brands and businesses can use gamification to push sales and increase customer engagement. Going beyond just reward points and tokens, they discuss strategies that can be borrowed from gaming to attract new leads and gaining customer loyalty.

Download our guide on  how to use gamification to improve call center performance !

• Importance of gamification to drive sales and enhance customer experience
• Offering rewards to customers for user-directed opt-ins
• ‘Mobile to in-store’ and ‘in-store to mobile’ customer engagement

Karan Verma

25: Artificial Intelligence in Customer Engagement

Karan Verma, product manager for Dry Ice at HCL Technologies, discusses Artificial Intelligence (AI) and machine learning and the millions of variables involved in delivering the data to be used to drive customer engagement.

• When to employ machine learning vs. human interaction
• How large-scale enterprises can use AI to enhance customer engagement
• Discussing current and future trends in AI
• Building the gap between different marketing platforms to engage a customer in their customer journey

Twitter:  @CityGro

26:  Innovative Ideas That Increase Your Customer Engagement

A live podcast video by CityGro, a company that builds marketing and client retention tools, discusses how to build customer loyalty and keep people coming back, and how businesses can improve customer retention and develop marketing strategies to better engage customers.

• Exploring innovative ways to get people to engage with your business, brand, and loyalty programs
• Getting direct feedback from customers to help businesses improve their customer experience
• Discusses the tools CityGro offers to increase customer engagement through gamification, scratch cards, and more

Twitter:   @PitneyBowes

27: Predictive Analytics + Customer Engagement = Bad Debt Prevention

Bad debt costs millions per year for utilities. Predictive analytics and properly tuned in customer engagement can alleviate and prevent many of these losses. This pre-recorded webinar has some of the foremost experts in the areas of analytics, utility companies and customer success.

• See how predictive analytics as well as a customer service strategy can prevent bad debt
• Using data to determine where your collection efforts are best spent by likeliness to pay
• Keep more debt from becoming delinquent based on indicators before payments are missed

Tom Tsongas, PMP, CSM

28: Customer engagement

This slide presentation gives an overview and discusses key aspects of customer engagement. It explains how customer engagement is the process of fostering and optimizing the relationship with the consumer, as well as the necessary steps that need to be taken to produce the most viable deliverable. It emphasizes the need for improving customer satisfaction scores and giving the customer a lasting impression of your brand.

• Difference between internal and external customers
• Challenges in engaging internal customers
• Internal customer engagement lifecycle
• Key methodologies to achieve customer engagement

David Williams

Twitter:  @HOWTOEXPERIENCE

29: Customer engagement 5 vectors

This slide presentation is shared by David Williams, Director of iPoint Solutions Ltd., in which he discusses the five vectors of customer engagement. The slides discuss the need to shift from efficiency to effectiveness and the importance of having direct engagement with the customer.

• 5 vectors of customer engagement
• Expanding opportunity with smart everything
• Offshoring and re-shoring
• Keeping up with the competition

Raghvendra Saboo

Twitter:  @jumoora

30: In-Store Customer Engagement & Analytics

This slide presentation primarily discusses the importance of in-store customer engagement and ways to improve it. It also shares analytics of customer behavior and how to grab engagement analytics of the ever connected and the ever-browsing customer. It also shares market evolution details and case studies of a couple of leading organizations.

• Enhancing experience related to shopping at physical stores
• The behavior change brought by E-commerce
• Leveraging proximity techniques and cloud NFC smart tags
• Value proposition of brands

Emilia D’Anzica, MBA, PMP

Twitter:  @emiliadanzica

31: Driving Product Advocacy: Customer Engagement

This slide presentation discusses the importance of having an engagement program and key strategies to jumpstart customer engagement in your organization. It also shares recent customer analysis and platforms that can be used for customer relationship management and offers guidance on creating an action plan for your engagement program.

• Analysis of customer journey
• Gamification of customer experience
• Strategies for mobilizing your network
• Action plan for continuous engagement

Twitter:  @plumb_five

32: Autonomous Customer Engagement

The slide presentation focuses on implementing AI that is capable of autonomous human-like customer engagement. It advocates the use of Plumb5 which is a unified data platform that is built using the concepts of a real-time decision process. It renders seamless engagement between touch-points like web, mobile, email, SMS, and other channels of communication.

• Introduction to Plumb5 platform
• Data preparation for individual customers
• Connecting all data sources
• Unification technique
• Machine learning workflow
• Segmentation and dynamic personalization

Twitter:  @Ogilvy

33: Equipping Engagement with Wearable Tech

This slide presentation talks about wearable tech that can function as a multi-disciplinary analysis. It discusses smart body apparel and various factors such as personal, environmental, and physical that come into play when designing and implementing with wearable tech.

• How to stay consumer-centric
• Utilizing mobile devices and connected watches
• Today’s wearable tech eco-system

Richard Sedley

Twitter:  @richardsedley

34: 4th Annual Online Customer Engagement Survey

This series of slides are from the 4th annual online customer engagement survey report of 2010. The presentation comments on the report, provides an executive summary and goes into an in-depth discussion regarding customer management. It discusses the importance of repeated interactions that strengthen the emotional, psychological, or physical investment of the customer in the brand, product, or company.

• Behaviors and dimensions to consider for customer engagement campaigns
• Importance of message relevance and medium selection for customer engagement
• Improving online customer engagement
• Increasing value delivered and long-term customer engagement

35: Creating Customer Engagement Strategies

This presentation created by Richard Sedley, CEO at EY-Saren, is a series of slides discussing various factors, mediums, and analysis that can be used for creating effective customer engagement strategies.

• Permission based marketing
• Touch strategies
• Proposition development
• Psycho-graphic profiling
• Behavioral targeting
• Contextual targeting

OgilvyOne Worldwide

36: eCommerce: The Crucible of Customer Engagement

This is a series of slides that talk about the core-essentials or ingredients of customer engagement. It discusses how mobile users and millennials are going to drive the future. It focuses on developing customer engagement and enhancing customer experience by a combination of either physical or digital stores, along with the application of continuous commerce.

• Using M-commerce to drive E-commerce
• Location marketing
• Instant Gratification Marketplaces

Twitter:  @davidleeking

37: Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement

The series of slides in this presentation talk about the rapid technology changes that need to be made to boost customer engagement. It talks about the changing web, which is a decentralized, two-way channel for public communication in real-time and also how to deal with the ever-changing competition landscape.

• Dealing with pocket web
• Enhancing visitor experience
• Improve touch-points
• Dealing with change

SAP Customer Experience

Twitter:  @SAP_CX

38: 44 Facts Defining the Future of Customer Engagement

This slide presentation offers a series of facts that gives an idea of where customer engagement is headed in the future. It shares statistics related to customer engagement in different fields such as electronics, banking, hotels, and the retail market.

• Necessity of engaging customers on social media
• Statistics relating customer spending with customer experience
• Effectiveness of customer usage algorithm
• Importance of being customer-centric

Braze (formerly Appboy)

Twitter:  @Braze

39: What is Customer Engagement

This series of slides gives an in-depth understanding of customer engagement. It talks about the process of actively building, nurturing, and managing relationships with customers. The customer journey is no longer linear, which makes creating a customer engagement strategy more complex. Therefore, it is easier to sell to an existing customer than acquire a new one.

• Customer acquisition and metrics marketing
• Leveraging CRM data to better understand customers
• Segmentation to increase the relevancy and effectiveness of campaigns
• Using multiple channels for maximum impact

Twitter:  @marketo

40: 5 Marketing Strategies for Customer Engagement

This series of informative slides discusses the upcoming “engagement economy” as the foreseen new era. It presents the 2017 marketing benchmark report and shares success stories that have worked for leading organizations.

• Need for an engagement platform
• Quality of engagements
• Personalized engagement
• Custom scoring models
• Multi-touch reporting

Twitter:  @Alterian

41: The Future of Customer Engagement

This series of slides aims at predicting the future of customer engagement. It talks about how the definition of customer engagement has changed with evolving customers, social change, and customer demands that drive marketing. It discusses how to identify the challenges in delivering customer engagement and how these challenges can be addressed.

• Strategies in customer engagement
• Identification and addressing challenges
• Customer engagement maturity model

Twitter:  @MarTechConf

42: The Four R’s of Customer Engagement for Marketing Success

This presentation discusses digital transformation and the key difference between customer experience and customer engagement. It talks about the science of marketing, and how marketing has evolved with machine learning and omni-channel architecture.

• Right message
• Right channel

David Leonarde

43: Top 7 winning customer engagement strategies for your business

This series of slides discusses some of the key strategies that are vital for increasing customer engagement. It talks about the importance of humans being multi-dimensional and how they can be engaged on other levels that are not directly related to the company’s product. It discusses the sharing of stories and how providing customers with real time benefits are keys to continuous customer engagement.

• Engage and enroll customers by sharing your story
• Use customer data effectively to generate relevant content
• Share customer reviews on social media
• Attempt to engage customers on an emotional level

Demand Metric

Twitter:  @DemandMetric

44: Customer Engagement Playbook

This series of slides shows a step-by-step guide to improve the engagement level of customers and make your organization customer-centric. It talks at length about initiatives that need to be taken to improve customer engagement, and understanding the strength and weakness of the organization to design the most effective customer engagement plan.

• Customer journey mapping
• Initiative preparation and technology selection
• Strategy selection for customer engagement and advocacy

Amazon Web Services

Twitter:  @awscloud

45: Customer Engagement in the Age of Digital Transformation

The digital customer leaves behind an explosion of data that is collected across all touchpoints. This series of slides gives a walkthrough of the research and industry analysis conducted in the field of customer engagement. It also educates about how Amazon Web Services (AWS) and FICO can help in building better customer engagement for your organization.

• Data driven, highly scientific approach to optimize omni-channel customer experience
• Using existing customer data to predict future behavior
• Model outbound and real-time customer interactions to create effective campaigns
• Core benefits of using AWS

Techedge Group

Twitter:  @techedgegroup

46: Design for Customer Engagement: Digital Marketing Strategy

This series of slides focuses on identifying all of the relevant technological components that seamlessly integrate with one another. It further discusses that end-to-end digital marketing strategies are key to developing a strong customer base for any organization.

• Search engine marketing and related online campaigns
• Accurate application of the digital marketing funnel
• Developing a successful digital marketing strategy

Twitter:  @servicenow

47: How to Develop Winning Customer Engagement Strategies

This series of slides teach how to develop customer engagement strategies that increase customer satisfaction and brand loyalty. The presentation talks about the advent of the digital customer and how to use omni-channel methods to build trust and engage the customer. It also covers concerns of the company regarding the cost of the campaigns and how to optimize budget limits.

• Customer engagement in the digital era
• Personal value chain of customers
• Multichannel customer engagement
• Analysis of Dialog Axiata Group case study

MIT Sloan Management Review

Twitter:   @MITSloan

48:  Turning Data into Customer Engagement

Here is a very data-based slide presentation reviewing “key findings” from the 2018 Data & Analytics Global Executive Study and Research Report. If you’re not using any form of analytics at the moment, the results found may convince you to start.

• Using analytics is a competitive advantage that continues to improve
• The data provided by analytics is improving customer engagement for those employing it
• Experienced analytics users are using more data points to improve engagement
• The power of sharing data

The Digital Insurer

Twitter:   @DigitalInsurer

49:  Customer Engagement in a Connected World

A great set of useful slides from a series of presentations at a conference specifically from insurers. There are four distinct presentations all dealing with the topic of improving both customer engagement and customer experience. While it is intended for insurers, the strategies are broad and can benefit nearly any industry.

• How insurers can specifically drive customer engagement by embracing the “age of the customer”
• How AI and Machine Learning can improve customer experience
• Insights into the customer via online engagement
• “Uplifting” the experience of an insurer’s customer

Kissmetrics

Twitter:   @Kissmetrics

50:  Data-Driven Storytelling: How To Use Qualitative and Quantitative Insights To Create Content That Fuels Your Business

A long title that says exactly what to expect within the slides. Kissmetrics is known for quality content as well as creating tools that give incredibly useful data. This presentation deals with both creating good content and using it to the fullest for data-backed engagement.

• A clean-cut definition of good content, how to “cut through the noise” and telling good stories
• Detailed, itemized list of the ways storytelling content can fuel your business objectives
• Further resources to continue your data and storytelling journey

What customer engagement strategies are most crucial to your organization in the digital world? Tweet at us  @CallMiner  and let us know! 

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