Customer Experience is Key to Brand Success
New Report by Fonolo Finds Customer Experience is Key to Brand Success in 2019 A new report, “Customer Experience Trends…
Customer Experience
Customer Experience: So What Should We Really Be Measuring?
Customer Service Management: what should we really be measuring in the contact centre? Customer experience (CX) has become a priority…
Customer Experience Falling Short Across Multiple Channels
Customer Experience Falling Short Across Multiple Channels, Serenova Market Research Finds – 77% of Respondents Report Bad Customer Experiences within…
3 Lessons in Enhancing the Customer Experience
3 Lessons in Enhancing Customer Experience from a Leading UK Water Provider We’re in the midst of the Age of…
Companies Struggle to Meet Customer Expectations
The Digital Achievement Gap: Companies Struggle to Meet Customer Expectations The Zendesk Customer Experience Trends Report 2019 shows discrepancy between…
How Can Service Providers Deliver More Contextual Options?
How can service providers deliver more contextual options for consumers? Patrick Joggerst, Executive Vice President and Chief Marketing Officer, Ribbon…
What is a Single Customer View? Why Should You Care?
Imagine if, when you talked to a friend on the phone, you forgot everything you knew about them from your…
Resistance to Change is Nemesis of Customer Experience
Resistance to change – the arch nemesis of customer experience According to Patrik Vesterberg, at Teleopti, tried and tested isn’t…
5 Ways of Improving your Customer’s Experience
For any business, the experience you provide customers through your contact centre, and the journey they have with you has…
How to Improve Customer Satisfaction with Self-Service
How to Improve Customer Satisfaction with Self-Service – Martin Cross CTO at Connect Managed Services explains how this can be…
How to Use Chatbots to Enhance Customer Experience
How to Use Chatbots to Enhance Customer Experience – Tony Dolan, Head of Marketing at Connnect Managed Services The lowest…
CX & Contact Centres: What Will Change in 2019?
In 2018 it was predicted that voice would soon be dead and that the only sounds heard in contact centres…
Customer Engagement set to get smarter in 2019
CX solutions leader Sabio expects there to be an increased focus on AI, Augmented Human Interactions and Voice of the…
Five Habits of Highly Effective CX Professionals Revealed
The five habits of highly effective CX professionals revealed in new industry report – State of Customer Experience 2018 survey…
NICE Unveils Journey Excellence Score Measuring Omnichannel CX
NICE Unveils Journey Excellence Score, the First Metric Measuring Omnichannel Customer Experiences NICE have announced the Journey Excellence Score (JES),…
Marks & Spencer Enhance CX Through Rant & Rave
Marks & Spencer enhances customer experience through Rant & Rave partnership Retailer implements technology to understand and respond to customer…
Motivate Employees in a Customer Experience Transformation
How To Motivate Employees in a Customer Experience Transformation – Cameron Smith, Global Director of Solution Strategy for Employee Engagement Solutions…
Delivering Exceptional CX Through People, Process & Tech
Delivering an exceptional customer experience through people, process and technology – a three point plan As new technologies and changing…
Customer Experience – Getting the Two-Way Connection Right
Customer Experience – getting the two-way connection right By Fabrice Martin, SVP, Marketing and Product Management While much attention is…