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The growth and evolution of Artificial Intelligence (AI) in customer experience management (CXM) continues to move rapidly, shifting from simple AI chatbots to Agentic AI. Agentic AI is different from traditional AI tools that rely on prompts. Within the scope of customer experience, Agentic AI possesses the ability to autonomously perceive, reason, and execute complex workflows — like instantly validating a damaged product claim, generating a return label, and processing a replacement order without the need for a customer service representative. This technology does more than just talk — it has the ability to create plans and execute tasks across multiple systems with little to no human intervention.

5 Key Elements of Agentic AI in Customer Experience Management

To better understand how these advanced AI systems operate, it is important to break them down into their core components. Agentic AI is not magic. It is a system built on five specific capabilities that allow it to function as a digital employee rather than just a software tool.

• Autonomy
  
  • Agentic AI has the ability to operate and make decisions independently without constant human oversight or approval.
  • Example: An AI agent automatically initiates a refund process for a verified shipping error without waiting for a manager's approval.
• Reason and Planning
  
  • Agentic AI has the capacity to break down a complex user request into a sequence of logical steps or sub-tasks to achieve the desired outcome.
  • Example: When a customer asks to change a flight and update a hotel, Agentic AI understands that it must first check flight availability, book the new seat, cancel the old one, and then contact the hotel to adjust reservation dates.
• Tool Integration
  
  • Agentic AI has the ability to connect with and manipulate external systems, APIs, and other databases — like CRM, billing, or inventory — to perform actual work.
  • Example: The AI can log into the billing portal to update a credit card expiration date rather than just telling the customer how to do it.
• Memory and Context
  
  • Agentic AI possesses the ability to retain information across longer customer interactions and different channels, remembering customer preferences and the current status of the customer’s support case.
  • Example: The AI remembers a customer complained about a specific product feature two months ago and tailors its current product recommendations to avoid that feature.
• Perception
  
  • Agentic AI has the ability to interpret multi-modal inputs — text, voice, sentiment, and screen data — to understand the customer's intent and emotions.
  • Example: The AI can recognize that a customer's typing speed and use of capital letters indicates high frustration, prompting the AI to prioritize speed and empathy.

What Are the Benefits of Agentic AI in Customer Experience Management?

Employing Agentic AI in customer experience management shifts the paradigm from customer support to customer resolution. By giving AI the ability to take action, businesses can unlock the next level of efficiency and customer satisfaction that were previously unattainable.

• 24/7 Resolutions: With Agentic AI applications, customers can have their problems solved at 2 AM, rather than just receiving a ticket number.
• Hyper-Personalization on a Larger Scale: AI Agents can tailor actions to individual history and preferences instantly for thousands of online users.
• Reduced Costs: With the ability of AI to automate complex, multi-step workflows, human agents are freed from repetitive administrative tasks.
• Proactive Service: Agentic AI can detect issues — like a projected missed delivery — and act to fix the issue before the customer even notices.

READ MORE: How To Include AI in Your Customer Experience Management Strategy

The new question that businesses need to ask is — how do we solve customer problems faster? A better understanding of what Agentic AI is in customer experience management provides the answer by employing intelligent AI agents that can think, plan, and act. This technology promises to turn customer service from a cost into the driving force behind customer loyalty.
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Are you ready to grow your CX strategy with the next generation of technology? Contact boostCX today for a demo of the boostCX Customer Experience Management platform and see how we are building the future of customer engagement!

Many businesses in the financial industry know and understand how critical the customer experience (CX) is to their success — but how does it affect your profitability? A positive customer experience at your bank or credit union helps build and establish trust with customers that leads to brand loyalty, and that level of loyalty can have a significant impact on your bottom line. If you have questions about how the customer experience improves profits in banking, you may find the answers here with boostCX. 

5 Ways a Great CX Improves Profitability in Banking

In the modern financial landscape, institutions can no longer compete solely on interest rates and branch locations. Banking has become a digital-first industry where products are often viewed as commodities, making the customer experience the primary way for businesses to set themselves apart in the market.
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For banks, credit unions, and other financial institutions, investing in the customer experience is no longer just about soft metrics like customer satisfaction. It is a critical element of your profitability. When customers can switch banks with just a few taps on a screen, delivering a seamless, personalized, and empathetic experience is the most effective way to secure their business.
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You may still be asking — why is customer experience management even more important in modern banking? The answer lies in the data. Research consistently shows that banks that provide a great customer experience don't just have happier customers — they have significantly more profitable customers. From reducing the costs associated with customer churn to unlocking new revenue streams through better customer relationships, a strategic focus on the customer journey can drive financial success.
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Here are five ways a superior customer experience directly translates to increased profits in banking:

1. Customer Retention is Less Expensive Than Acquisition

Keeping an existing customer has become even more important and is fundamentally more profitable than trying to find a new one — and CX is the glue that holds these relationships together. When banks move from reactive service to proactive customer experience management, they see immediate financial returns. Data shows that banks that use predictive analytics to take action before a customer leaves can see a 7% - 13% reduction in customer churn, maintaining profits that would otherwise be lost.

2. Drives Cross-Selling Through Customer Trust

A positive customer experience helps build the trust necessary for customers to consolidate their finances with a single bank or credit union. When customers feel valued and understood, they are far more likely to sign up for credit cards, take out additional loans, or use financial investment services. Research highlighted by the ABA Banking Journal and multiple sources notes that the marketing ROI of cross-selling to existing customers is an estimated 10x higher than marketing to new potential customers, illustrating that a great experience makes every marketing dollar count.

3. Reduces the Cost to Serve with Self-Service Options

Great customer experience management isn't just about making money — it's about saving it too. By investing in digital self-service tools and resolving issues on the first contact, banks can reduce the volume of support calls. Data shows that optimizing digital containment and self-service options can lead to a 20% - 40% decrease in support costs, allowing banks to serve more customers more efficiently without increasing operational expenses.

4. Boosts Customer Acquisition in a Competitive Market

In an ultra-competitive market where consumers trust peer recommendations more than paid ads, a reputation for excellence becomes your best recruiting tool. Banks or credit unions that consistently deliver a superior customer experience will naturally attract more customers through word-of-mouth marketing and positive online reviews. Studies have shown that banks that consistently improve the customer experience grow 3.2x faster than competitors that don't effectively manage the customer experience.

5. Delivers Higher Shareholder Returns and Market Value

In the end, all these factors work together to drive overall company value for banks, credit unions, and other financial institutions. The connection between customer satisfaction and financial performance is undeniable when you examine long-term metrics. Deeper analysis has shown that CX leaders delivered 21% - 23% higher shareholder returns between 2021 and 2024 compared to those that lag behind in customer experience management. This makes prioritizing the customer experience even more important in a competitive market.
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READ MORE: Top 5 Customer Experience Management Trends in Finance

The data is pretty clear. The customer experience is a direct driver of profitability in banking. By reducing churn, lowering costs, and fueling growth, an end-to-end customer experience management strategy transforms your customer base into your most valuable asset.
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Ready to see how improving your customer experience can improve your bottom line? Contact boostCX today for a demo of our customer experience management platform.

In a modern economy where an estimated 81% of businesses have defined the customer experience as a competitive differentiator, doing things the same as you did before is not an option. The landscape of business interactions continues to shift quickly, and understanding how customer experience management strategies have changed is the key to survival.
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As new technologies are developed and consumer expectations rise, keeping up with current customer experience management trends — which prioritize speed, empathy, and personalization — has become a critical factor in driving revenue and brand sustainability.

8 Changes to Customer Experience Management Strategies

While customer service has always existed and played an important role for businesses, Customer Experience Management (CXM) was solidified as a distinct and recognized business strategy in the early 2000s. Since then, it has evolved from a reactive complaint handling department into a proactive, company-wide initiative. This evolution has been driven by the digital revolution, creating a more dynamic environment where strategies must continue to adapt to meet customers where they are.

Here are eight key ways CXM strategies have evolved:

1. Emphasis on Being Proactive

Modern strategies have shifted from a reactive stance — waiting for complaints to happen — to a more proactive model. By monitoring usage patterns and implementing predictive data, brands can now identify and solve problems before the customer is aware of them, preventing simple frustration from becoming a larger issue.

2. Hyper-Personalization of the Customer Experience

Generic mass marketing has been replaced in recent years by tailored, personalized interactions that treat every user as an individual. AI serves as a valuable tool in this evolution of the customer experience, enabling companies to analyze massive amounts of data to deliver specific content, offers, and recommendations at scale in real-time.

3. Use of Omnichannel Customer Experiences

Customers no longer use a single channel when interacting with a brand, so strategies have had to evolve to connect data across the web, mobile apps, and in-store visits. This omnichannel strategy ensures a seamless, continuous conversation where the customer never has to repeat their story, regardless of the platform they choose to use.

4. Use of Human-Focused AI Applications

Rather than simply automating tasks to cut costs, AI is being used more and more to support human agents. Modern strategies use AI to provide support teams with real-time insights and customer history, giving them the ability to show greater empathy and resolve complex issues faster.

5. Emphasis on the Employee Experience

Leaders now recognize a direct link between the employee experience and customer satisfaction. You cannot have happy customers without happy employees. As a result, strategic planning now includes a specific focus on the employee experience, ensuring staff have the right tools and training to succeed.

6. Increased Use of Data-Driven Insights

Strategic decisions are no longer based on intuition or gut feelings. They are driven by hard data and analytics. Contemporary customer experience management strategies rely on real-time analytics that track sentiment, behavior, and feedback to guide immediate action and long-term improvements.

7. Use of Cross-Functional Integration

Customer experience is no longer viewed as just the job of the support team. It is now integrated across marketing, sales, product, and operations teams. This cross-functional approach breaks down internal company silos and ensures that the brand promise is upheld across every department.

8. Prioritize Customer Trust and Loyalty

Instead of focusing only on customer acquisition and quick sales, successful customer experience management strategies now prioritize long-term retention. This involves shifting resources toward building genuine trust and emotional connections that encourage customers to stay longer and become vocal brand advocates.
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READ MORE: How To Create an Integrated Customer Experience

The days of reactive, siloed customer service are over.

To thrive in this new and modern economy, you must embrace how customer experience management strategies have changed and implement tools that allow you to be more proactive, personalized, and data-driven than ever before. Schedule a demo with boostCX today to see how our platform can help you navigate the future of customer experience!

In the world of customer experience management, metrics are the compass that guides your strategy. When you examine the many Key Performance Indicators (KPIs), the Net Promoter Score (NPS) stands out as the gold standard for measuring customer loyalty and brand sentiment. Defined as a metric that gauges the likelihood of a customer recommending your brand to others on a numeric scale, it provides a clear and quantifiable snapshot of your customer relationships. Collecting this data effectively requires more than just asking a question — it requires adhering to these 5 Best Practices for Net Promoter Score (NPS) Surveys to ensure accuracy and actionable data.

What Makes a Good NPS Survey?

A good Net Promoter Score survey strikes a balance between gathering necessary data and respecting the customer's time and attention. Your survey should not feel like an interrogation. It should be a seamless and intuitive part of the customer journey that encourages high response rates and honest feedback. To transform your survey from a potential nuisance to customers into a valuable listening tool, businesses need to focus on optimizing design, delivery, and follow-through by implementing a few core practices.

1. Use Strategic Timing for Surveys

Timing is everything when it comes to capturing authentic customer feedback. You must avoid survey fatigue by carefully managing the frequency of surveys, ensuring you aren't bombarding customers after every minor interaction but rather triggering surveys at high-impact moments or set intervals to gain a better understanding of customer loyalty.

2. Keep NPS Surveys Focused

The beauty of NPS lies in how simple it is. Avoid cluttering the survey with pages of unrelated questions that lead to higher abandonment rates. Keep the survey short and sweet, focusing primarily on the ultimate question — how likely are you to recommend our products or services? — followed by a single open-ended prompt to understand the why behind the score.

3. Personalize NPS Surveys

Generic surveys tend to be ignored, but personalized surveys signal that you value the individual customer and your relationship. Use the customer’s name and reference their specific transaction or service history within the survey invitation to increase engagement and show that this is a relevant conversation, not just a spam email.

4. Act on Survey Feedback

The most critical mistake companies make is collecting data without closing the feedback loop. You must have a process in place to act on survey feedback immediately, reaching out to Detractors to resolve issues and engaging Promoters to promote brand advocacy. This action turns raw data into real business improvements.

5. Ensure Surveys Operate on All Platforms

Customers interact with your brand on desktops, tablets, and smartphones, and your survey must work perfectly on all of them. Ensure your survey design is fully responsive and mobile-friendly so that a customer can easily provide feedback regardless of the device they are using at that moment.
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READ MORE: Is Net Promoter Score the Best Metric to Track?

Mastering the art of the survey is essential for any brand looking to really understand its customer base and drive growth. By following these 5 Best Practices for Net Promoter Score (NPS) Surveys, you can improve your data collection from a routine task into a strategic asset that helps drive customer retention and loyalty.

Ready to optimize your feedback strategy and start seeing better results? Schedule a demo with boostCX today and let us help you build a smarter feedback strategy!