Category: Features

A cup of coffee and a paper are on the table, signalizing the importance of success in EX and CX.

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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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...

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People sit at the desk discussing the top trends for sales and marketing leaders.

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...

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A courier delivers a package as the last step in the last-mile delivery.

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...

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A banner shows the picture of the earth, representing the importance of big CX questions.

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...

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A female employee representing the benefits of remote working

Are there any benefits of remote working for female employees?

All employees have seen sweeping changes over the last year and everyone is experiencing some degree of disruption. But the impact of Covid-19 has not been evenly spread. It has hit people in different ways; while some are thriving and...

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A woman from the contact centre speaks with the customer intending to deliver great CX through improved human experience.

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...

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The banner shows the pictures of leaders and practitioners in the industry who can help you unlock your CX potential.

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...

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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...

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A vector illustration shows you how to build your brand in 2021.

How to build your brand in 2021

After 2020, the rules have changed for many brands. Along with the expected advances in consumer interests, brands have to consider rapidly changing consumer behaviour, navigate a fluctuating economy, and also be mindful of the difficult times that their audience...

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A vector illustration shows a line of people going to a digital platform that can help with attaining consumer loyalty.

Attaining consumer loyalty with CX excellence

We have entered a new era of consumer/brand relationships where attaining consumer loyalty is a challenge. The modern customer not only shops differently, interacts with brands in new ways, and makes purchases via novel channels, but also demands more for...

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Fingers touch the screen trying to find out the role of APM in keeping apps active.

The Role of APM in Keeping Apps Active

Do you know what is the role of APM in keeping apps active? Applications are the lifeblood of any business. However, they’re only as good as their ability to keep running and effectively serve end-users and the business. Downtime, application...

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A bag with the hamburger illustration stands alone on the sidewalk and shows customer engagement is key to success because disengaged people are not inclined to buy stuff.

Customer engagement is the key to success for on-demand food services

This is the season to eat healthy and stay active, burning off the treats consumed over the holidays and numerous lockdowns. It is the time when we need to recognize customer engagement is the key to success for on-demand food...

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It’s not just what they say, it’s what they do – look out for the feedback in your customers’ actions

Interpreting the non-verbal feedback your clients are sending your way is just as valuable as reviewing the written complaints and reviews they leave. If you are alert to changes in revenue trends, influxes of calls relating to anything new or...

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The banner shows the logo of the organization that issues the certification explained in the article My CCXP journey.

My CCXP Journey

Customer Experience is an exciting and disruptive profession that is bashing down the very same barriers that the corporate world has self-embedded into its fabric for decades. Demolishing siloes, creating a customer-centric culture, and managing that transformation from old to...

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A team of employees work on the papers to understand the perfect customer experience journey.

The 4 barriers blocking the perfect customer experience journey

Process professionals — the people charged with mapping, scrutinising, and improving the thousands of processes required to run an enterprise — are the unsung heroes of digital transformation. According to McKinsey, 70% of digital transformation projects fail, resulting in $900bn of wasted investment. Is...

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EZDubai – A story of successful innovation by Dubai South

The United Arab Emirates celebrates its golden jubilee in 2021. In five decades, it has gone from being an undeveloped desert country to reaching the red planet. No country in the world has seen a similar upward growth trajectory. As per...

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How to keep your customer experience resolutions this year

So, it’s March – how are those 2021 CX resolutions going? Last year changed everything, and we all benefited from a new year to start afresh. But while we might want to scratch the last year from our thoughts entirely, there...

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The image explaining the impact of internal communication

The impact of internal communication on business success

Effective communication is fundamental to all successful businesses. Clear, consistent information is vital in maintaining the engagement of employees in their work and customers in the company brand.  Many businesses – mistakenly – view the challenge of internal communications as a...

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Customer acquisition strategy: deliver top-notch gifting experience

The pandemic has forced many shoppers online, forcing changes to customer acquisition strategy planning. With lockdowns and social distancing likely to be part of our ongoing management strategy for Covid-19, the time is now to consider what delightful gifting experiences...

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