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Customers don’t just want speed, they want safety. In a world of scams and breaches, trust is the new CX currency. If your experience isn’t building trust, what is it building? #Anand_iTalks

CX isn’t a solo act—it’s an orchestra. Frontline shines, but real harmony happens when every team plays in sync, guided by the customer’s voice. #Anand_iTalks

CX isn’t a marketing metric, it’s a business outcome. When CX sits under Marketing, it risks becoming surface-level. Real CX needs cross-functional reach and leadership backing to drive change. #CustomerExperience #CXLeadership #Anand_iTalks

Digital journeys save time, but often lose touch. That’s empathy debt. A smooth flow isn’t enough if customers feel ignored. Design with emotion, not just function, because even bots need bedside manner. #DigitalCX #EmpathyInDesign #Anand_iTalks

Trust isn't built when things go right. It's built when they go wrong—and you show up anyway. Not with excuses, but with empathy and action. Recovery > delight. #CX #TrustMatters #Anand_iTalks

Customers can tell when your chatbot doesn’t want to help. Dodging questions, forcing exits, faking empathy. It’s not just poor design, it’s poor intent. 𝗛𝗲𝗹𝗽𝗳𝘂𝗹𝗻𝗲𝘀𝘀 𝗶𝘀𝗻’𝘁 𝗮 𝗳𝗲𝗮𝘁𝘂𝗿𝗲. 𝗜𝘁’𝘀 𝗮 𝗳𝗲𝗲𝗹𝗶𝗻𝗴. #CX #AIinCX #Anand_iTalks

NPS is just one piece of the CX puzzle. It shows how people feel not why. Composite scoring (NPS + CSAT + effort + behavior) gives a fuller view of loyalty drivers. Time to move beyond one number. #CXMetrics #CustomerExperience #Anand_iTalks

Neutral CX is the silent churn. No complaints, no drama; just customers quietly disappearing. “It was fine” is not loyalty. It’s a warning. Design for moments they remember, not just ones they tolerate. #CustomerExperience #CXDesign #Anand_iTalks

Quality isn’t what you put into the product, it’s what the customer gets out of it. Effort ≠ impact. Start measuring experience from the outside in. #CustomerExperience #VoiceOfCustomer #Anand_iTalks

People forgive delays or bugs. But emotional friction? That sticks. United’s 2017 incident wasn’t about a process failure, it was a failure of empathy. CX isn’t just functional. It’s emotional. And that’s what shapes loyalty. #CX #EmpathyInCX #Anand_iTalks

CX isn’t just about CSAT, it’s about shareholder value. High CX = higher retention, lower costs, more revenue. To win in the boardroom, tie experience wins to business outcomes. Speak in value, not just surveys. #CXStrategy #CustomerExperience #Anand_iTalks

UX research isn’t optional, it’s your product’s edge. It reveals what users feel but don’t say. In one project, fixing a hidden gap uncovered through research led to a 40% boost in engagement. Don’t assume. Ask. #UXResearch #ProductDesign #Anand_iTalks

Great CX is like craftsmanship. Same product, but every customer sees a different dream. Empathy is your foundation. Miss the nuance, and you miss their story. CX isn’t a project. It’s a practice. #CustomerExperience #EmpathyInAction #Anand_iTalks

Most companies think they’ve mapped the customer journey. What they have are guesses. A true map shows where friction hides and delight can grow. No map? You’re not improving CX, you’re guessing. #JourneyMapping #CXStrategy #Anand_iTalks

𝗙𝗮𝘀𝘁. 𝗣𝗲𝗿𝘀𝗼𝗻𝗮𝗹. 𝗛𝘂𝗺𝗮𝗻. That’s what customers want not just more AI. The best CX blends smart automation with real empathy. AI should empower people, not replace them. Tech doesn’t build loyalty. Trust does. #CustomerExperience #Anand_iTalks

Customer complaints are signals, not noise. AI helps connect the dots - emotion, context, patterns. It turns 1,000 isolated complaints into one root-cause insight. Less guesswork. More action. Are you effectively using AI in your CX work? #CustomerExperience #Anand_iTalks

You won’t win every day. But will your customers stand by you when you don’t? That depends on what you've invested in your brand and CX. Brand builds belief. CX builds trust. Together, they earn loyalty even on bad days. #CustomerExperience #Anand_iTalks

Not every CX study needs NPS. It’s a score,not a story. NPS tells you what happened, not why. Great CX insights come from emotions, expectations, and friction points. Metrics matter. But meaning moves action. #CustomerExperience #Anand_iTalks

Just because you can automate it, doesn’t mean you should. AI should remove friction, not feeling. Over-automation risks trust. Empathy still wins loyalty. Use tech to empower humans—not replace them. #CustomerExperience #Anand_iTalks

My crazy CX prediction for 2030? CX won’t be a function — it’ll be a mindset. AI will handle the reactive. Humans will own the emotional. And feedback will be ambient, not asked for. CX won’t live in one team. It’ll live everywhere. #Anand_iTalks

Quality isn’t what you put into the product, it’s what the customer gets out of it. Effort ≠ impact. Start measuring experience from the outside in. #CustomerExperience #VoiceOfCustomer #Anand_iTalks

Feedback isn’t the problem. Silos are. When customer and employee voices stay trapped in separate teams, issues repeat, trust erodes, and insight never connects. CX thrives only when feedback flows across the business. #CX #EX #Anand_iTalks

Trust isn't built when things go right. It's built when they go wrong—and you show up anyway. Not with excuses, but with empathy and action. Recovery > delight. #CX #TrustMatters #Anand_iTalks

NPS ≠ a silver bullet. It’s a pulse check, not the full story. 📉 Tells you how customers feel, not why ⚠️ Misses journey context 🎯 Combine it with qualitative feedback + journey metrics CX isn’t one number. It’s the story behind it. #NPS #CXStrategy #Anand_iTalks

Not every CX study needs NPS. It’s a score,not a story. NPS tells you what happened, not why. Great CX insights come from emotions, expectations, and friction points. Metrics matter. But meaning moves action. #CustomerExperience #Anand_iTalks

Great CX isn’t about big gestures—it’s about showing up daily & consistently. Small actions done well, every time, build trust. And trust = loyalty. #ConsistencyMatters #Anand_iTalks

𝗥𝗲𝘁𝗲𝗻𝘁𝗶𝗼𝗻 > 𝗮𝗰𝗾𝘂𝗶𝘀𝗶𝘁𝗶𝗼𝗻. A 5% boost in retention can grow profits by a significant amount. Loyal customers spend more, trust faster, and stay longer. Growth isn’t always about more—it’s about better. #CustomerExperience #CXLeadership #Anand_iTalks

Great marketing starts with deep customer understanding. When people feel seen, they lean in and buy your products. For a deep consumer understanding, you need to talk to the customer, and you need market research. #Anand_iTalks

You can’t fix a broken customer experience with great marketing. Addressing concerns quickly and genuinely builds more trust than any ad ever could. #CX #CustomerExperience #Anand_iTalks

Customer experience is a moving target. Meet today's needs, and tomorrow's will evolve. Great CX isn’t a one-time win—it’s a constant recalibration. Keep listening. Keep adapting. Because expectations don’t stay still, and neither should we. #Anand_iTalks

“𝗥𝗲𝘀𝗲𝗮𝗿𝗰𝗵 𝗶𝘀 𝗳𝗼𝗿𝗺𝗮𝗹𝗶𝘇𝗲𝗱 𝗰𝘂𝗿𝗶𝗼𝘀𝗶𝘁𝘆.” It’s not just about answers—it’s about asking better questions. In CX and insights, magic happens when we poke and pry with purpose. That’s where proper understanding begins. #CX #Insights #Anand_iTalks

𝗚𝗿𝗲𝗮𝘁 𝗖𝗫 𝘀𝘁𝗮𝗿𝘁𝘀 𝘄𝗶𝘁𝗵 𝗴𝗿𝗲𝗮𝘁 𝗘𝗫. You can’t expect frontline teams to deliver magic if burned out, unclear, or unsupported. Empower employees first, and watch your customer experience transform. #CX #EX #Anand_iTalks

Every extra click is silent churn. I dropped off a diet app on screen 10. Too many “just one more” questions. Customers don’t want magic—they want ease. Low effort = high loyalty. #CX #Frictionless #Anand_iTalks

CX isn’t just about CSAT, it’s about shareholder value. High CX = higher retention, lower costs, more revenue. To win in the boardroom, tie experience wins to business outcomes. Speak in value, not just surveys. #CXStrategy #CustomerExperience #Anand_iTalks

CX metrics like NPS and CSAT aren’t just feel-good numbers. They’re leading indicators of real business outcomes; growth, retention, and cost savings. Show the full CX value chain, not just half the story. #CustomerExperience #CXStrategy #Anand_iTalks

Customer love is great—but are they spending more with you? 45% of CX leaders can’t prove ROI to their CFOs. Why? Wrong metrics. CX must drive behaviour: retention, repeat purchase, share of wallet. Empathy is vital. But impact gets funding. #CustomerExperience #Anand_iTalks