Tag: Customer satisfaction
Accessible design: creating a positive experience for elderly customers
I was born and raised in an Indian joint family with a variety of age groups under one roof. This helped broaden my horizons of different perceptions from an early age. My grandparents were never tech-savvy and always struggled with...
The ultimate, all-encompassing list of customer experience dimensions to help you succeed
Customer experience dimensions refer to the main areas that should be considered when developing a great CX strategy. These dimensions should be the focus areas for building customer experiences that will be great for your consumers. As a result, your business...
UK airlines still leaving customers unsatisfied and disrupted
Heathrow has warned that its 100,000 a day limit on passengers travelling through the airport might be extended. This is due to the unprecedented disruption it is still facing. New data reveals that the top UK airlines are failing to respond...
Emotional intelligence: the secret to a memorable customer experience
In customer experience, we’re often taught to embrace the mantra, “the customer is always right.” This is to ensure the people we work with receive an exceptional experience and return to do business with the establishment. Even when the customer...
Customer Success Operations: the hottest career in the customer service space
In today’s economy, where nearly every company is either “born in the cloud” or transforming into a SaaS-based, recurring revenue business model, almost all have realized that they can’t accelerate growth without investing in Customer Success (CS). Usually, that means...
How Zoom’s new omnichannel contact centre will set a new standard in CX
Zoom has become a staple for many businesses, and here at CXM, it is no different. Therefore, when we received the news that last week, Zoom Video Communications, Inc. announced Zoom Contact Centre, we got intrigued. Will their approach to...
Would not recommend – the scariest words a CX professional can hear
Net Promoter Score has been one of the central topics in conversations between CX professionals for years now. If you regularly read CXM, you know we published many articles on this subject, both from positive and negative points of view. Whether...
What does CX mean?
In the last couple of years, the interest in CX (Customer Experience) has risen significantly. Yet, many CX professionals would say that the term still doesn’t circulate the world to the desired degree. They often emphasize the need to focus...
Conga supports Zoopla’s digital transformation during COVID-19
Zoopla improves customer engagement and satisfaction during the UK’s first lockdown using Conga’s Commerical Operations Suite. We have seen a massive uprise in digital transformation during the COVID-19 outbreak in almost all industries. Some brands were better prepared than others, but...