Brian Cantor, principal analyst at Customer Contact Week Digital (CCW), alerted us to three new reports from CCW geared toward building a satisfying customer experience in our digital age. Cantor authored two of them—Making Omnichannel a Reality and Digital CX Trends You Can't Ignore. His colleague Brooke Lynch wrote the third, How to Establish Trust for CX.
In his email, Cantor focused primarily on customer experience (CX) trends. "The current CX landscape is elevating the urgency of digital transformation, making it crucial to be as efficient and effective as possible when it comes to digital channels," he wrote, adding that the special report on digital trends will "help you navigate the digital experience climate and provide the most crucial steps to take to deliver the most seamless customer journeys possible."
Key topics Cantor listed include: "5 digital CX trends you absolutely cannot ignore; the new definition of personalization—and the costs of failing to meet this standard; how to balance phone and digital in today’s omnichannel world; the impact of generative AI on customer and employee experiences; and insight into how Toyota Connected delivers a seamless CX."
The five trends Cantor identified are: personalization is becoming more productive, so interactions are less about small talk and more about predicting why a customer is interacting; the data revolution is here so brands need powerful, real-time actionable intelligence; journeys are now relationship-minded, so the key is to identify how digital channels can work together to create effective journeys; and trends three and four both have to do with how generative AI is transforming the customer experience, first by directly empowering agent productivity and second by making automated self-service increasingly more compelling for customers.
All three reports are available in PDF format free of charge at tinyurl.com/4byvz4xe. You'll need to provide name and contact info to download them.
What have you done to upgrade the CX experience for your merchant clients? Have you used AI to make improvements? What have you merchants done to upgrade CX for their customers? Tell us about it at greensheet@greensheet.com. 
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