Category: Customer Experience

The Rise of the Chief Experience Officer

The environment in which CMOs operate today continues to evolve at a rapid rate, with the ongoing shift in global dynamics, intense technological intervention, and emerging buying patterns of a digitally connected client.  Such megatrends have influenced the critical need...

Marketers Plan for Complete Control of CX

Eighty percent of marketers plan to take complete control of their companies’ Customer Experience (CX) initiatives over the next two years according to new research. The findings by Episerver in its CX Today and Tomorrow report incorporates data from 100 in-house marketers across the UK,...

Avaya Opens CX Centre in Riyadh

Contact centre communications firm Avaya has opened a new Customer Experience centre in Saudi Arabia.The company has established office space at the Information Technology and Communications Complex (ITCC), a commercial and housing development that serves as the epicentre of the...

Sales Season Lessons: Personalised Experiences Maintains Momentum

Christmas has come and gone, along with the January sales. As we look back at the month, we can see it’s a delicate balancing act – on the one hand the sales provide opportunities for customer acquisition and revenue growth,...

The Gamification of Citizens

I read an article a few years back explaining how China has developed a new system that gives people a score for how good or bad a citizen they are.‘Sesame Credit’ was the name of that system in 2015, which...

MPs Demand Ombudsman Reforms in Critical Report

The UK’s ombudsman system has been dubbed “as useful to consumers as a chocolate teapot” amid calls by MPs for reform. Westminster’s All-Party Parliamentary Group (APPG) on Consumer Protection – a cross-party group of politicians including MPs and a peer from...

Businesses Warned to Address ‘Customer Experience Disconnect’

Sixty-eight percent of Middle East and African (MEA) businesses say Customer Experience is not represented at board level, with lower-level management or multiple managers often assuming responsibility.The findings by global technology integrator and managed services provider for hybrid IT, Dimension...

AI: Helping the Retail Revolution Take Off

Consumers give brands less and less time to get it right when it comes to Customer Experience. A survey of 14,000 consumers around the globe published by consulting giant PwC last year found that almost a third (32 percent) would...

Why Identity Resolution is key to Enriching Customer Experience

There is no such thing as a typical consumer journey anymore; thanks to digital transformation, consumers have endless choice and the power to interact with brands whenever, wherever, and however they want. But where does this shift leave marketers? The explosion...

The Importance of Your Brand in the Customer Experience Equation

In their quest for the holy grail – being able to render tailored experiences to individual customers – brands seem to have made a strong shift in focus to short-term, ROI-driven communication. Smart move? Shareholders, lured by dividend payments, will...