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To optimize customer experience, it is necessary for any company to listen to its customers. With the advent of social media and mobile, customers have got more options to reach out to companies. This makes it even more important for companies to listen to customer experiences across channels and then predict customer’s behavior. For this program to work as a well-oiled machine, it is imperative that companies identify customer journey and invest considerable amount of time, energy and money in developing journey maps. It will pay off in the form of improved customer loyalty, better brand image and improved profitability for the businesses. Let us know your thoughts by commenting below, or reach out to us on Twitter: @NICE_CX.

This week we bring you some inspirational and thought provoking picks that cover an array of topics, from CX architecture to top 2015 trends to look out for. So if you’re losing sleep over where to start your CX transformation, or the key customer trends you will be facing this year – then this is the read for you! I hope you enjoy it, and do let us know your thoughts by commenting below, or reach out to us on Twitter: @NICE_CX.

Behind every great customer experience is a well-implemented design or strategy. Thanks to the internet in general, and social media in particular, customers have more knowledge and power than ever before. This one of the greatest challenges for customer service. The digital transformation of the CX world is a critical part of meeting this challenge. How do you find the right CX strategies to deal with the today’s empowered customer? Which philosophies can positively transform your CX and which ones will just drag you down? Let us know your thoughts by commenting below, or reach out to us on Twitter: @NICE_CX.

Customer experience optimization is fundamental to building customer loyalty. Omni-channel strategies are one way companies optimize CX, but the challenge then becomes one of turning resulting customer loyalty into profit. Is profitable omni-channel CX possible? How can companies effectively balance between the operational and “softer” service sides of the omni-channel equation? Let us know your thoughts by commenting below, or reach out to us on Twitter: @NICE_CX.

It's 2015 and the stakes are high. Gartner believes that by 2016, companies will compete primarily on the customer experiences they deliver and success, this week’s authors claim, is in the details. Tools like customer journey mapping, VoC programs and personalization through customer data analysis can make all the difference in your customer experience efforts, but you have to do them right. Leading customer-experience efforts is an opportunity for CMOs to gain more influence within their companies, according to Gartner, but they need be proactive and "Now is the time." Let us know your thoughts by commenting below, or reach out to us on Twitter: @NICE_CX.

“The year of the employee,” is the title CX maestro Bruce Temkin gives to 2015 and most of this week’s authors will concur. Paradoxically, the more customer-centric a company seeks to be, the more it must focus on employee engagement and satisfaction. When employees feel well-treated, they “pay it forward” in their treatment of customers. Not only is this intuitively true, it is borne out of data mining customer and employee sentiment across social media. Let us know your thoughts by commenting below, or reach out to us on Twitter: @NICE_CX.

In 2015, contact centers will finally get the attention they deserve. That’s because 2015 is all about customer experience, and contact centers are the hub of customer-facing touchpoints. The authors in this week’s CX Buzz of the Week stress the importance of a multichannel contact center experience, or better yet, omnichannel. The omnichannel approach, they write, anticipates that customers may start on one channel and move to another as they progress towards a resolution. The transition between channels should be seamless as possible and avoid inconsistencies. Because the contact center has suddenly become so important, it should be the driving force behind building a customer-focused culture across the whole organization. Let us know your thoughts by commenting below, or reach out to us on Twitter: @NICE_CX.