VOICE OF EXPERTS 20 Ways To Create An Amazing Customer Experience In 2020 With all the focus on how technology—including AI, data, personalization and more—can drive better customer experience, I wanted to shift my focus back to basics. To this end, I recently published an article in Forbes about ways Read more…
VOICE OF EXPERTS Why Customer Empathy is Important in Customer Experience Management For 20 years now, organisations have worked at delivering customer experience (CX) excellence; appointing a senior CX leader and dedicated team, investing resources into measuring customer satisfaction, mobilising teams to operationalise improvements, reorganising teams to work in new Read more…
Calculating ROI Down To The Last Penny! The importance of calculating your customer experience ROI cannot be overstated—how will you Measure, Act and Improve your customer experience efforts if you don’t know the return on your CX investments? Despite a plethora of qualitative benefits, Customer experience leaders often face hurdles Read more…
The Inevitability of Cognitive Technologies in Customer Experience Customer experience is the most crucial and tiring part of any company’s business strategy. Market volatility and changing customer expectations make it quite challenging for companies to identify customer requirements. CX has been in the centre of every company’s growth strategy and Read more…