AI is inevitable! So are these challenges Previous trends of emerging business technology have often been followed by management disappointment once the implementation challenges became clear. One reason for this may be that, for many Read more…
VOICE OF EXPERTS Shep Hyken: 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 Read more…
VOICE OF EXPERTS Years One Through Four: How to Advance and Elevate the Chief Customer Officer Role As the Chief Customer Officer (CCO) of the organization, you may at times feel like you’re begging for 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 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 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 Read more…
VOICE OF EXPERTS Small Gestures – Creating the right experience As a Consumer Behaviourist, I inhabit the world of ‘Small Data’. I often find myself asking the questions: why do consumers behave so? And the Read more…
8 Steps To Creating A Killer CX Programme If you really want to get ahead in the game, nail down a great customer service strategy. A well-executed customer experience strategy will maximize customer lifetime value, Read more…
It’s not what you think it is: Presenting NPS® 2.0 It is probably time for a new and updated book to be written on NPS® (Net Promoter Score®). So much has changed in the external Read more…
Should data be the only core to all decisions? The use of advanced data analytics in organisations’ decision-making process has increased tremendously over the recent past. Businesses are now focusing on making a data-driven decision-making Read more…
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