CX Network

MAY 4, 2023

As more customer journeys become digital-first, CX Network examines how organizations can manage and orchestrate the customer journey between channels

CX 52

CX 52

Beyond Philosophy

JANUARY 15, 2021

As we all interact more online than we ever have before, digital experiences are becoming an essential part of your CX. Like a physical experience, digital experiences should center around customers and focus on what they want so you can get what you want, customer-driven growth. Sometimes they can go in the wrong direction.

CX 99

CX Government Start-ups Customer Experience 99

Shep Hyken

APRIL 1, 2022

He writes about the future of digital customer experience and explores the CX predictions and trends for 2022. Digital Marketing and purchasing have grown to a large extent over a couple of years. Since the arrival of the pandemic, customers have shifted more towards dealing with businesses digitally. Being Omnipresent.

CX 77

CX Social Media Artificial Intelligence Touchpoint 77

Doing CX Right

MAY 21, 2023

Joerg Storm, a digital transformation expert, and Stacy Sherman reveal emerging tech trends, such as virtual and augmented reality, AI tools, and voice recognition, providing real-world examples of how these innovations shape customer experiences.

Innovation 52

Innovation CX AI Customer Experience 52

CX Network

OCTOBER 4, 2023

Andrew Carothers, senior digital experience leader for Cisco, outlines five steps to successfully orchestrating CX

CX 57

CX 57

CX Network

MAY 31, 2023

Find out how H&M and Boden have embraced a digital CX approach to improve customer experiences and sustainability concerns within the fashion industry

CX 52

CX Customer Experience 52

Zendesk

DECEMBER 16, 2022

Since its launch in 1996, The New York Times website, nytimes.com , has evolved from a basic retread of the print edition to a dynamic digital hub where millions of readers get breaking news, recipe ideas, and their daily Wordle fix. In 2014, The Times had just 800,000 digital subscribers—today it boasts 9.3 And that’s my goal.

CX 52

CX Gaming Engineering Customer Loyalty 52

Execs In The Know

MARCH 13, 2023

Customers now demand personalized and targeted digital experiences that cater to their specific needs and preferences. In the competitive digital market, companies that satisfy and surpass customer expectations have a higher chance of succeeding, whereas those that fail to do so are at risk of losing their customers and market share.

CX 52

CX Hospitality Hospitality Government 52

Zendesk

FEBRUARY 11, 2021

Whether you spent it muting and unmuting yourself in meetings on Zoom, or logging your kids into online classrooms, it comes as no surprise that digital interactions have surged to an all-time high according to Zendesk’s Customer Experience Trends 2021 report. Supercharging CX with the right skills.

CX 52

CX Omnichannel Technology Technology 52

Zendesk

MAY 21, 2021

This renewed focus on improving the customer experience (CX) through IT investments became critical as companies fought hard to retain customers and boost revenue in an environment that had shifted to digital at an unprecedented pace. 18% either expect their spend to remain the same or aren’t certain yet.

CX 52

CX Customer Expectations Customer Service Technology 52

Zendesk

MARCH 12, 2021

Being digital-first and, in many cases, digital-only meant companies had to rapidly acquire new technologies to reach customers and connect remote teams. 34% of SMBs anticipate having more to invest in CX technology in 2021. Best practices for delivering winning CX in 2021. 67% of SMBs implemented new tools or processes.

CX 52

CX Customer Expectations Technology Technology 52

ECXO

APRIL 18, 2024

Delving into Digital Conversations for Business Survival or Irrelevance, featuring Paolo Fabrizio The European Customer Experience Organization (ECXO) is delighted to announce our upcoming session on AI digital conversations, a topic of utmost importance in today’s business landscape. Born and bred in Milan, Italy.

B2B 111

B2B AI CX Customer Service 111

Zendesk

FEBRUARY 19, 2021

The rollercoaster of 2020 changed customer experience (CX) for good. The coronavirus pandemic accelerated businesses’ transition to a digital-first world. Forget multi-year plans for digital transition, CX is at a tipping point—meaning the time to act is now, or risk getting left behind. Explore the investment areas.

CX 52

CX Technology Technology AI 52

Zendesk

MARCH 12, 2021

Being digital-first and, in many cases, digital-only meant companies had to rapidly acquire new technologies to reach customers and connect remote teams. 57% of mid-sized companies and 65% of enterprise companies anticipate having more to invest in CX technology in 2021. Best practices for delivering winning CX in 2021.

CX 52

CX Customer Expectations Technology Technology 52

Uniphore

JANUARY 21, 2022

With more patient and member interactions happening remotely, the pressure to deliver a seamless digital experience is all too real. How can healthcare CX providers ensure that members consistently receive positive, high-quality service while meeting strict compliance and privacy requirements? Download the Article.

Healthcare 246

Healthcare Artificial Intelligence CX Compliance 246

CX Network

DECEMBER 4, 2023

CX practitioners from Pandora, Lenovo and Arvest Bank share their key tips on how to master omnichannel

Omnichannel 75

Omnichannel CX 75

CX Network

OCTOBER 6, 2021

Enhancing online and mobile experiences through channel integration, personalization and real time data.

CX 73

CX 73

1 to 1

JUNE 29, 2022

This year’s Forrester CX conference served as a backdrop for a deeper look at Forrester’s CX Index for 2022 , which revealed that CX quality dropped for nearly 20% of brands, the highest proportion of brands to fall in one year since the survey began. Consumers are “looking for digital fluidity to be graceful and smooth.”

CX 29

CX Customer Expectations Technology Technology 29

MyCustomer Experience

AUGUST 31, 2021

HIf you still think that brand and customer loyalty are what will keep your business ticking, think again! In this age of exponentially. 31st Aug 2021. By HazelRaoult.

CX 52

CX Customer Loyalty 52

Adrian Swinscoe

MARCH 20, 2023

Today’s interview is with Sue Duris, Principal Consultant of M4 Communications, a global CX consulting firm. Sue joins me today to talk about customer understanding, internal […] The post We can’t be digital-first, we have to be customer-first – Interview with Sue Duris of M4 Comms first appeared on Adrian Swinscoe.

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CX 190

Heart of the Customer

JANUARY 8, 2015

Be a mediocre CX program. Ask yourself, how do the best CX organizations tell their story? The post CX people are digital, customers and employees are analog appeared first on Heart of the Customer. These tools are great for the Joe Friday approach (“Just the facts, ma’am”). How do they do it?

Customer Journey Map 96

Customer Journey Map CX Voice of the Customer Innovation 96

Execs In The Know

FEBRUARY 6, 2024

In today’s fast-evolving business landscape, the emergence of the experience economy and digital transformation has significantly altered how organizations interact with their customers and employees. The Rise of the Experience Economy and Digital Transformation The early 2000s witnessed a paradigm shift in business strategies.

CX 102

CX Business Growth Technology Technology 102

Customer Think

NOVEMBER 17, 2023

Alorica and Genesys are teaming up to unlock the highest value of emerging technology for brands to achieve customer loyalty and optimized business outcomes

Innovation 59

Innovation AI Customer Loyalty CX 59

Zendesk

FEBRUARY 12, 2024

. “While most QA software can only score up to 5 percent of CX interactions, Klaus automates QA across 100 percent of customer support interactions. Used this way, companies can identify not only the areas where CX teams should improve, but also areas where a business is lacking structured processes.

AI 144

AI Customer Expectations Customer Satisfaction CX 144

MyCustomer Experience

AUGUST 30, 2022

VWhen it comes to customer experience transformation, the discussion tends to focus on faster and more efficient digital channels. 30th Aug 2022. By Stuart Dorman Chief Innovation Officer.

CX 52

CX Innovation Customer Experience 52

MyCustomer Experience

AUGUST 31, 2022

Customer needs are constantly changing, fuelled by ever-more powerful and engaging technology, the pandemic which has ushered in a “New. 18th Oct 2022. By Ved Sen.

CX 40

CX Technology Technology 40

Customer Think

MARCH 12, 2023

Today’s retail market is increasingly digitized and saturated with competitors, making customer experience (CX) a critical part of the customer journey. Over the last 10 years, brands have invested heavily in CX with the goal […]

CX 144

CX AI Retail Customer Experience 144

DMG Consulting

MARCH 27, 2024

AI is key to modifying and enhancing WFM solutions to enable them to properly address the needs of advanced contact centers and other operating environments that handle voice and digital synchronous and asynchronous interactions. The Report analyzes WFM market activity and provides 5-year projections.

Contact Center 59

Contact Center Artificial Intelligence Innovation AI 59

Lumoa

SEPTEMBER 30, 2022

It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations. That said, there are a huge number of factors that influence the customer experience or CX of your financial institutions. The Current State of Banking CX. Direct Banks and Non-Bank Financial Institutions.

Customer Experience 94

Customer Experience Artificial Intelligence Outlook CX 94

Customer Think

MARCH 19, 2024

However, the digital revolution and subsequent acceleration of consumer expectations have expanded the CCO’s role to include not just customer service but also experience (CX), loyalty, and long-term engagement strategies. […]

CX 80

CX Customer Service Customer Loyalty Customer Experience 80

Customer Think

JANUARY 26, 2023

Center will focus on CX solutions that enable hyper personalized and seamless customer engagement physically and in the metaverse

CX 98

CX Customer Experience 98

Steven Van Belleghem

JANUARY 17, 2023

Here you’ll find useful CX insights from someone with a 20-year background as a marketing and customer experience leader at McDonald’s, Discover, Humana, and two B2B’s. Brian Solis is a digital analyst and anthropologist and a Global Innovation Evangelist at Salesforce. Doing CX Right. Check it here. Brian Solis.

Customer Experience 142

Customer Experience CX Innovation B2B 142

CSAT.AI

JANUARY 18, 2023

Not all businesses have the same budgets, needs, brand or CX goals, it’s true. Digital customer service options are able to help manage the support challenges businesses are facing. This article looks at some of the challenges, how digital solutions can help and how the human touch still has a place in customer experience.

Customer Service 85

Customer Service AI Sentiment Analysis CX 85

Qualtrics

SEPTEMBER 24, 2019

If I were to ask you, “ are you able to confidently view the customer experience (CX) you deliver from the eyes of your customer ”, what would you say? Advances in technology and the significant volume of customer touchpoints that exist in today’s digital world mean CX has become even more complex than it was previously.

Close the Loop 20

Close the Loop CX Social Media E-commerce 20

CX Network

DECEMBER 1, 2021

K V Dipu, head of Bajaj Allianz General Insurance, on the imapct digital solutions have on customer experience.

CX 52

CX Customer Experience 52

CX Network

NOVEMBER 11, 2021

Iain Langridge, product and customer leader at Amazon Games shares his top tips for successful digital transformation.

Gaming 57

Gaming CX Transformation CX 57