Category: Features

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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Thriving in 2021: the Top Trends for Sales and Marketing Leaders

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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The customer experience is getting bulldozed by the ‘last mile’. Here’s how brands can make it stop

When a customer makes a purchase, the baton is passed to the delivery service to complete the final leg. When in reality, the CX team’s race has just begun. The post-purchase experience is the most critical stage of the entire customer...

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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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Are female employees paying the price for the Covid-19 crisis?

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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Human Experience at the Core of CX: How Cloud Contact Centre Helps You Deliver Great CX

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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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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How to be a useful 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 have...

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Attaining Consumer Loyalty with Customer Experience (CX) Excellence

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

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The Vital Role of APM in Keeping Apps Active

Applications are the lifeblood of any business. But they’re only as good as their ability to keep running and effectively serve end users and the business. Downtime, application failures, and the associated scrambling around for a solution is never good....

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The Key Ingredient to Success for On-demand Food Services is Customer Engagement

‘Tis the season to eat healthy and stay active… burning off the treats consumed over the holidays and numerous lockdowns. However, life in lockdown is complicated, so while going vegan which hit record numbers this year, a recent consumer survey...

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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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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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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 impact of internal comms on external comms

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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Driving Customer Acquisition Through a Top-notch Gifting Experience

The pandemic has forced many shoppers online, including those shopping for and sending gifts. 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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