Tag: Forrester

Forrester’s guide: journey maps to kickstart CX transformation 

Forrester has recently released a guide entitled: “Journey Maps and CX Transformation”, which goes through how to use existing journey maps as methods to create investments, interest in CX, and boost performances. The guide will cover such topics as:   How journey...

Human Customer Service Is A Major Opportunity For Customer Experience

With digital transformation and unexpected events such as the current pandemic, customer service calls’ volume keep increasing. Companies that get caught into obsessing on costs invest in strategies that will back-fire and miss out the major opportunity that human customer...

Getting CX Transformation Right

One of the most common obstacles to CX transformation is a misunderstanding of what CX is really about, among people who are not CX professionals. And if you are a CX professional trying to explain it to colleagues, it can be...

Use Personalisation To Drive Customer-Obsession And Loyalty

Brands have a personalisation problem. While marketers and CX pros alike share visions of delivering individualised and anticipatory experiences that earn loyalty, the execution usually undermines customer relationships. They can’t even get the basics right: only 7 percent of UK consumers...

Free Webinar: Turn Your Contact Centre Recession-Proof With Freshworks

The current situation has made it clear that businesses need to adapt and prepare for the contact centres of the future. Whether this crisis leads to an economic downturn or not, you need to start preparing your contact centre for the...

Journey Mapping And Real-Time Journey Orchestration Are Critical To Crisis Preparedness And Recovery

Companies have woken up to the reality that customer experience (CX) is critical to their business. To help improve experiences that they offer, CX pros have been quick to adopt customer journey mapping — a methodology to deepen customer understanding,...

How to Improve CX In The Middle Of The COVID-19 Crisis

All of a sudden, the whole world is focused on the COVID-19 pandemic, and that includes your customers. Should you review and change your customer experience (CX) efforts in response? Yes. Many of the specifics vary by industry, but here...

Be Positively Disruptive by Uniting Humans With Automation

Organisations are increasingly relying on chatbots for customer service as a way to deflect inbound calls and reduce costs, but Forrester Analytics data shows that consumers aren’t thrilled with this approach.  They found consumers are reluctant to trust a chatbot...

Putting the Pride Back in Customer Service

Working in a call centre has been seen as the very epitome of the “McJob” – a low-paid, unrewarding role that’s usually viewed as a stepping stone to more responsible, better-paid and more meaningful employment. It shouldn’t be this way. Customer service...

Wake-up call for CMOs as CX Survey Spots Critical Flaws

New research has found that 36 percent of CMOs admit their brand still hasn’t invested in Customer Experience, despite 88 percent expecting a focused CX programme to yield long-term customer loyalty and increasing sales over time. The survey of over 100 senior...