Category: Customer Experience

How to choose the right customer experience metrics

Let’s start with “Why”, like Simon Sinek recommends. (1) Before we dive deep into the topic of how to choose the right customer experience metrics, we have a more pressing question to ask. Why do organisations need to measure “customer...

The Message for 2021? Get Some Good Chat

Never before has it been so vital for all businesses to digitally transform – or risk being left behind. Virtually overnight, worldwide lockdowns have driven commerce almost exclusively online, forcing companies of all sizes to contend with dramatically changing customer...

The Third Global Edition of World CX Summit Brought Unending Possibilities of CEM to the Forefront

World CX Summit – Asia digitally congregated some of the distinguished speakers in the Customer Experience ecosystem, while global technology leaders showcased their CX solutions in the presence of more than 200 pre-qualified delegates across Asia. CX visionaries shed light...

Top Trends for Sales and Marketing Leaders in 2021

The impact of 2020 was far-reaching, especially for sales and marketing teams. With business and consumer spending habits having dramatically changed due to uncertainty, as we move forward into 2021, how can businesses overcome this challenge, especially in the wake...

Stop losing customers due to the poor last-mile delivery

When a customer makes a purchase, the baton is passed to the delivery service to complete the final leg and go through with the last-mile delivery. In reality, the CX team’s race has just begun.The post-purchase experience is the most...

CX Global Voices 2021: Have Your Say On Big CX Questions

Last year CX professionals rated their organisations’ maturity as: 39% Foundation, 48% Practiced, and 13% Leading. In an environment where CX focus has increased (and is set to continue) has this evolved or is CX maturity dangerously stagnating?Ipsos MORI and...

How can contact centres help you deliver great CX through improved human experience

It’s the age-old question again: what do customers really want? Just when you finally get the grasp of how customers behave, their needs seem to take a new turn. At the very core of CX lies the seamless and easy...

CX Mids Presents: Unlock Your CX Potential in 2021

The upcoming Unlock Your #CX Potential conference is set to bring global Customer Experience though leaders and practitioners together in a single day.This unique event will feature a range of experts including Ian Golding, Greg Melia and Deborah Cane.Taking place on March...

Looking back at SEECXA 20: An Interview with Nets

It’s been ten months since the first LIVE online event and the inaugural South East Europe CX Awards hosted by Awards International. The event brought together more than 50 contenders from across the region for a chance to win recognition...

Net Promoter Score will only take you so far in the race to catch the CX heavyweights

Your customer knows what good service looks like. Like it, or loathe it, Amazon sells to more than 80% of the UK population every year.  This means your customer is also an Amazon shopper, and probably an Apple shopper too. They compare...