Category: Customer Experience

Driving rapid innovation in turbulent times (part one)

The global pandemic has rapidly altered the way in which customers interact with brands and brought in the need for innovation in turbulent times. In-person interactions have been largely replaced by digital, telephone, and other contactless interactions. Significantly, instead of...

iCXTrendTalks: Anita Siassions, Founding & Managing Director, ManagingCX

Anita Siassions, Founding & Managing Director at ManagingCX carefully analyses the state of CX in Australia in 2020, as well as the importance of CX leader’s peripheral vision.See the whole presentation and Q&A session below: [youtube https://www.youtube.com/watch?v=iXoy3cx1w3M?feature=oembed&w=640&h=360] ...

iCXTrendTalks: Yusdi Santoso, Head of Customer XM, EMEA, Qualtrics

As part of CXTrendTalks at the 2020 International Customer Experience Awards, Yusdi Santoso, Head of Customer CX, EMEA at Qualtrics focusses on three ways of finding ROI on CX in times of crisis and the transformative power of CX.See the...

Innovation, Flexibility and Teamwork: 3 CX Essentials to Thrive in 2021

As a new year draws closer, now is the time to rethink, reassess, and reimagine the customer experience. Markets continue to be affected by unprecedented challenges and uncertainty, making it critical that businesses not only win back customers but generate...

Salesforce Acquires Slack for $27.7 Billion

Cloud computing giant Salesforce is acquiring workplace chat app Slack, the two companies announced on Tuesday.Salesforce is paying $27.7 billion for Slack, according to the press release. “Under the terms of the agreement, Slack shareholders will receive $26.79 in cash and...

The Value of B2B Customer Experience

You want to increase your customers’ happiness? Great! But how to measure this phenomenon which seems quite difficult to grasp? How to prove the added value in your company’s revenues to make the financial benefits visible? A guide to square...

CXTrendTalks: Martin Hanley, CX Activation Manager and Chloe Woolger, Commercial Director CX, Kantar UK

Martin Hanley, CX Activation Manager and Chloe Woolger, Commercial Director CX, Kantar UK explore the future of CX and what needs to be done to ensure the customer is placed at the heart of the organisation.See the whole presentation and...

CXTrendTalks: Maxie Schmidt, Principal Analyst CX, Forrester

As part of CXTrendTalks at the 2020 UK Customer Experience Awards, Maxie Schmidt, Principal Analyst CX at Forrester shared The Top 5 CX Predictions for 2021. Trust, safety and inclusion are some of the key elements customers will be looking...

A Story of Hope

Let’s not beat around the bush (an interesting saying!), 2020 has been a tough year and it’s not over yet.But I wanted to share my story, it may just provide some hope to those facing redundancy and/or are thinking about...

What Christmas Shoppers are Looking for This Festive Season

With Christmas markets and Santa’s Grottos cancelled in many cities, it may seem as though traditional Christmas preparations are losing much of their sparkle and cheer this year. As a consequence, savvy retailers are looking for new ways to engage...