A, E, I, O, U – The 5 Pillars Of Great CX Customer experience is the most exciting opportunity for businesses in 2020 and the reason is simple; the companies that focus on customer experience reduce churn and increase revenues – leading to higher profits! For many, customer service and Read more…
How To Extract Customer Insights From Your Front-Line Agents? Your frontline agents are a goldmine of valuable insight into your customer experience. So how do you design a feedback survey for them? Strategies are only as good as boardroom discussions. The front-line agents, however, play a huge role in executing Read more…
33 CX Facts That Will Blow Your Mind! Customer experience has fast become a top priority for businesses and 2020 will be no different. But, why are so many companies focusing on the customer experience and what happens to companies that choose to ignore it? Customers no longer base their Read more…
Here’s How You Can Build A Great Data-Culture! Numbers play a vital role in any business. From the number of stores, the number of customers, profits made, etc are all measures that show you how well your business is doing. In the early days, data was pretty much about money Read more…
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…
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 bigger triggers that impact consumer behaviour are the smaller gestures which the consumer has experienced. 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, increase customer satisfaction and send your revenue soaring. In fact, the only thing going down Read more…