Category: Customer Experience

a vector picture showing big sign of NPS advantage

Is there an NPS advantage we cannot deny?

If everyone used NPS in the way it was originally intended to, it could represent a decent tool, although still not my top pick. Unfortunately, we have seen many businesses measure NPS incorrectly, doing more harm than good to the...

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Dice showing data insight is crucial for overcoming CX challenges

Overcoming CX challenges with advanced customer insights

Despite recent progress in MarTech innovation, brands can still expect to face significant obstacles when it comes to implementing customer experience (CX) strategies. We wanted to find out more about the exact nature of these barriers and commissioned a study...

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A picture showing a powerful brand purpose written on the paper

Outperforming competitors with a powerful brand purpose

When was the last time you smiled? A smile is a simple act that stimulates a chemical reaction in the brain, releasing a suite of ‘feel-good’ hormones. To cheer myself up, I occasionally look into the mirror and smile. Heaven knows...

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wooden pieces show the connection of gig customer service agents around the world

3 ways gig customer service is shaping the CX industry

As customer demands grow, so does the need for customer experience operations to go beyond what’s known to be traditional customer service. There’s an expanding urgency for brands to offer a dynamic and highly personalized service and a need for...

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a hand touching the screen demonstrating AI-powered technology

Removing language barriers with AI-powered technology: An interview with Vasco Pedro

Did you know that English is spoken only by a quarter of the world’s population? This leaves an untapped market that businesses should consider more seriously. However, without a digitally advanced, and scalable language translation strategy, businesses can find themselves...

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A young woman with a face mask is buying a product in a store. It demonstrate a customer experience of buying during the covid-19.

Are you still blaming Covid-19 for shoddy customer experience?

When the pandemic hit in March 2020, businesses had to adjust to remote working. Our customers were patient when they had to wait a little longer for a delivery or an email to arrive. However, there’s mounting evidence that customers...

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A paper plane showing the CX programme route

Back to basics: Tips for building a successful CX programme

Going back to the basics when building a CX programme sometimes seems like a necessary step for creating a successful strategy. It’s also essential for those looking to compose such a programme for the first time. Whether you are a CX...

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Hand drawing of liaison between brands and consumer trends post-lockdown

Consumer trends post-lockdown: Will audiences look for live events in 2021?

The brand experience industry suffered a lot in 2020. We witnessed many unforeseen circumstances that led brand campaigns to closure before they even started. With stores closed, activations put on hold, and events cancelled, brands had difficulties adjusting to the...

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A guy running away from his desk to answer the call of his colleague

Fueling business growth with customers in mind

Building a customer experience that is consistent, easily replicable, and ready to scale as your business grows is no easy task. Sudden growth is a nice problem to have, but it can create a more insidious legacy if it’s not...

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Cloud-enabling technology used by a girl for work

Cloud-enabling technology at the heart of business development

In the last year, the unforeseen effects of the pandemic have been a catalyst for prolific change in how brands and organisations engage with their customers and employees. The contact centre moved to the cloud and its agents swiftly adapted to...

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A man pointing his finger on the screen with B2B written on it.

Building B2B trust for more customer-centricity

Building B2B trust can enable businesses sustainable growth, customer-centricity, and employee satisfaction. Learn about a model that can help companies integrate cross-team collaboration and break silos effectively. In my many years as a practitioner and consultant in the field of...

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Woman using workforce managing solution to communicate

Spark kicked off a new initiative with Calabrio to align customer and employee experiences

Spark, New Zealand’s telecommunications and digital services company, chooses to support 1500 employees in the multi-channel customer services with the help of Calabrio. The cloud-first workforce management solution coming from Calabrio should enable Spark and other companies to balance customer and...

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Man using a credit card for online retail services

Rethinking Retail Customer Services in 2021

What are the biggest challenges retail customer services face in 2021? How can they overcome these obstacles to deliver what customers want? In their latest press release, FM Outsource shares valuable data that might help retail services strategize around online...

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Microphone set for the interview about third-party cookies

The End of Third-Party Cookies: How Can Brands Prepare?

The giant Google announced the phase-out of third-party cookies starting with 2022. What does it mean for advertisers, and how can we plan ahead to meet the big change? The CXM team spoke with Andy McNab, VP at Fanplayr, about the...

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Adapting to the Post-Pandemic Customer Experience

Those who haven’t started to thrive in this new post-pandemic economy should take note of the following trends pertaining to the new customer experience. This pandemic has stripped many businesses of budgets and stunted growth initiatives, whilst simultaneously forcing them to...

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Want to get more from your customer surveys? Close the feedback loop!

Many companies are striving to become more customer centric. They have set up numerous ways of listening to their customers at multiple customer journey touchpoints. However, few have built effective ‘close the loop’ or feedback response mechanisms into their CX...

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FedEx Partners Up for Better CX

The lockdown has changed consumers shopping habits. Online purchasing is here to stay, and shipping companies found themselves in an urge to meet consumers needs and expectations. Now more than ever, businesses have to know their customer’s habits and attitudes, so...

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The Big Three – Ingredients of Success In EX and CX

The Sears ‘employee–customer–profit chain’ was among the first empirical research to make the link between attitudes and organisational performance. Published in the Harvard Business Review in 1998, it found a positive correlation between employee attitudes, customer behaviour, and subsequent impact...

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How to use virtual events effectively to close deals in a post-COVID World

Winning big deals used to mean getting in front of important decisions makers, speaking to them, selling your goods or services and building a genuine relationship with them. This was done through meetings, events and sometimes social outings. Naturally, the...

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The Data Science Behind a Winning Customer Experience

There is ongoing talk about understanding customers’ needs and exceeding expectations in a constantly evolving and uncertain landscape. But what does that actually mean? With the consumer shift to digital only being fast-tracked by the national lockdowns, there is mounting...

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