Category: Customer Experience

The human element in a digital world: balancing tech and personal touch in customer experience

In the rapidly evolving digital landscape, businesses are continually exploring ways to elevate their customer experience (CX). The advent of innovative technologies, artificial intelligence, and data analytics have undoubtedly transformed the way brands interact with their customers. However, amidst this...

CX in mental healthcare: applying your expertise to better the patient experience

Luckily, in recent years, we have seen more and more people talking about their mental health more openly than ever before. It seems that the taboo has lifted.  But now that people are addressing their mental health issues and reaching out...

Time to trust: publishing industry in the age of  disruption

In 2022, Customer Experience Magazine published its first print issue and distributed more than 500 copies. This was the year the world was recovering from the economic losses caused by the pandemic. At the time, the predictions indicated that non-digital...

Creating and measuring value of service: the healthcare industry perspective with Leslie Pagel

The healthcare industry across the world has entered an era of vulnerability. We are facing staff shortages, a cost of living crisis, and general anxiety among workers and patients. Maintaining a high standard of service has become increasingly challenging.  However, there...

Are brands adapting to modern customer search methods?

A whopping 82% of businesses believe that consumers will find brands using social media over the next year. Many are relying on social media to promote and sell stock – often directly through certain platforms. Is this the end of traditional search...

 Vibe Martech Fest is coming on July 26 in South Africa

Global marketing and technology experts will take the stage at Vibe Martech Fest to speak about how to best adopt technology solutions to deliver customer-centric strategies in the emerging digital economy. Our team is more than happy to announce the...

How has social media enhanced the customer experience?

Social media has changed the way we interact not just with each other but with businesses too. Businesses that used to be reachable only via a phone call can now be contacted anytime, anywhere, with your smartphone. But just how...

Conducting consumer interviews: your guide to actionable insights  

Consumer interviews are the most powerful method of understanding how a product or service fits around someone’s life. Through interviews, a researcher gets a rare opportunity to observe facial expressions, emotions, and a broader perspective on what value a product...

Capitalising on feedback with conversation intelligence

According to Forrester Research, customers are in a space of survey overload. “We are now sending customers so many surveys that it hurts our CX performance.” Understanding customer feedback is essential if businesses want to improve customer experiences and boost...

From surveys to business impact: how to make the most of CX signals

Surveys are the most common method to obtain feedback. However, surveys alone cannot keep organisations up to date with changing customer behaviours. Traditional surveys capture information about a limited number of touchpoints or interactions and can be restricted in scope....