Feature
The Gist
- ChatGPT's influence on marketing and CX. Generative AI and ChatGPT are significantly influencing customer experience and marketing, offering enhanced personalization and efficient customer engagement.
- CDP vs. CRM. Distinct tools like CRM and CDP are essential for different aspects of customer data management, each playing a unique role in enhancing customer relationships.
- It's a hybrid world, after all. 2023 trends highlight the importance of integrating digital and physical experiences, prioritizing customer service, and harnessing AI for more personalized, efficient customer interactions.
As we reflect on 2023, we highlight the top 10 customer experience articles that have shaped the industry — according to our CMSWire readers. These pieces offer insights into emerging trends, technological innovations and strategic approaches that are defining the future of customer engagement.
10. What Is Customer Experience Management (CXM)?
CXM involves managing customer interactions across all touchpoints to enhance brand loyalty and revenue. It's distinct from CRM and employs various tools for deep customer understanding and engagement.
9. How Can Generative AI Improve DEI in the Customer Experience?
Generative AI is enhancing DEI in customer experiences, products and services. It helps eliminate biases and fosters diverse workforce creativity, positively impacting customer satisfaction and loyalty.
8. FTC Dings Amazon for Poor Customer Experience on Amazon Prime
The FTC accused Amazon of deceptive practices in Prime subscriptions, utilizing "dark patterns" to enroll and hinder cancellation, violating consumer protection laws.
7. The Salesforce Data Fiasco: Some Public Sites Exposing Sensitive Information
Salesforce faced a major data exposure issue due to misconfiguration, risking sensitive data of users across various sectors including government and healthcare.
6. CRM vs. CDP: Key Differences and Which One to Pick
This article discusses the differences between CRM and CDP systems. While CRMs focus on sales and customer interactions, CDPs offer a broader view of customer data and relationships.
Learning Opportunities
Webinar
Apr
23
AI: The Essential Vitamin for a Healthy CX
Join us as we unravel the mysteries of AI adoption and discover the key to unlocking a thriving CX ecosystem.
Register
Webinar
Apr
23
Navigating Market Dynamics: Leveraging Reputation to Propel Business Growth
Join us to uncover the secrets of mastering reputation management in today's competitive environment.
Register
Webinar
Apr
24
The State of Outsourcing: At the Crossroads of AI, Quality, and Cost Savings
Learn how companies can maximize the results from their outsourcing investments.
Register
Webinar
Apr
30
Supercharge Contact Center Efficiency with Generative AI
Learn practical strategies to reduce post-call documentation time by over 8 minutes.
Register
5. AI Customer Experience Ushers in a New Era of Engagement
AI is revolutionizing customer experience by enhancing decision-making, utilizing chatbots, and offering personalized experiences, though challenges like data silos and misconceptions about AI costs exist.
4. ChatGPT's Impact on Customer Experience and Marketing
ChatGPT, a highly advanced NLP technology, is reshaping marketing and customer service with its humanlike content generation and conversational capabilities.
3. Top 5 ChatGPT Prompts for Customer Experience Professionals
This article provides practical ChatGPT prompts for CX professionals, covering tasks like sentiment analysis, survey creation and customer journey mapping.
2. HubSpot Debuts AI Tools Fueled by OpenAI's ChatGPT
HubSpot introduces ChatSpot.ai and Content Assistant, AI tools powered by ChatGPT, to enhance marketing and sales processes with personalized content creation and data integration.
1. Top Customer Experience Trends You Should Watch in 2023
The article outlines key CX trends for 2023, emphasizing customer-controlled narratives, the importance of digital CX, personalization, customer service prioritization and the rise of phygital experiences.