Customer Experience

Best practices for acting on voice of the customer (VOC) insights at scale

The true impact of a holistic voice of the customer (VOC) program doesn’t come from just knowing what your customers…

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CX Is About to Change (Again)

Much has been written about the impact of the pandemic on just about everything, including what it means to be…

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Seven Ways Next-Gen Knowledge Management Is Helping Organizations Respond at the Pace of Change

Since the onset of the COVID pandemic, customers have found themselves in completely different circumstances, and support organizations have had…

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What, Exactly, Makes for Great CX?

We talk a lot about delivering an exceptional customer experience (CX), but the talk focuses on how to deliver it.…

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Transform Your CX from Good to Great by Treating Your Agents Right

Sitting on the front lines of the contact center, agents are the personification of your brand. They provide the human-to-human…

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Balancing Customer Experience with Fraud Prevention in the Contact Center

Cybercriminals exposed 2.8 billion consumer data records in 2018. Breaches have given fraudsters an immense amount of data to work…

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How Embracing Digital Customer Service Can Create Brand Advocates

Rapid swings in consumer brand loyalty is one of the most significant consequences of the digital-first era in customer service,…

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It’s Time to Rethink Your Approach to Supporting Customer Service Agents

Building powerful and engaging customer experiences through the contact center requires several important ingredients—just-in-time and in-context analytics, artificial intelligence for…

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The Matter of why Customer Experience Matters

These are the days when disruptive technologies, social networking and 24/7 media are shaping behaviours and expectations. It is also…

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I am becoming increasingly worried for CX especially in call centres

I am old enough to have been involved in the dot.com explosion of the late 90’s. I was working at…

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Optimizing Operations for Experience Excellence

It is the age of the customer where every experience counts. Companies are beginning to learn and take actions to…

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AI: Streamlining Contact Center Technology

“Integrating AI into daily call center business operations has the potential to reshape the workplace and provide unimaginable opportunities for…

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Need To Improve Your CX? Chatbots Should Be On Your Radar

“Chatbots can make a big impact now, and as artificial intelligence evolves, your organization should be poised to evolve with…

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Dissecting The Customer Experience Management Market

“With software, it’s not always easy to separate a CXM solution from other applications intertwined and provided in the same…

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Digital Feedback Management: The Next Chapter For Customer Experience

“When used in conjunction with other feedback channels, digital feedback can provide unique insights into the ‘why’ behind the ‘what’…

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A Branded Customer Experience®: Transforming Promises Into Action

Creating meaningful experiences with brands is becoming increasingly more difficult to achieve. The rise of the digital age is forcing…

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Digital Customer Care

“A fundamental element of providing an excellent customer experience is making it easy for customers to get their questions answered…

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Gonna Take a Sentimental Journey

Those of you who are music nerds, as I am, probably recognize the sentences below as the first two lines of…

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Customer Service + Branding = Added Value!

Running a customer service center, even when outsourced, is expensive. That’s why, for years, executives have been touting the idea…

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Net Promoter Score: The Reality Behind the Hype

It goes without saying that it is necessary to have confidence that the customer insight metrics we use in our…

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Get Ready For Customer Experience (CX) Version 2.0

Regional customer service professionals are eagerly anticipating the first Middle East CX 2015 Conference (“Real Experts – Real Guidance”) in…

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Middle East CX Conference 2015 Countdown Newsletter

After one of the slowest and hottest regional summers on record, most organisations are now back into their business groove…

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Enter The Most Well-Deserved CX Awards Competition In The Middle East

The INSIGHTS Middle East CX Awards are modelled on the INSIGHTS Middle East Call Centre Awards, the only truly analytical…

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Enough of the ideas, where’s the execution?

I’ve just had the pleasure of chairing a customer engagement conference. There were some great speakers. One of my favourites…

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Electric Customer Experience

EIGHTY PERCENT OF CONSUMERS ARE STILL USING TRADITIONAL SERVICE CHANNELS (PHONE, EMAIL AND IN- PERSON) TO CONTACT A BRAND FOR…

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eXtra Boosts Customer Experience with Altitude Software

eXtra increases operational efficiency and cements customer service excellence Altitude Software, a global provider of omnichannel solutions to deliver great…

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TO NPS OR NOT NPS

If, by chance, you are unfamiliar with the phrase Net Promoter Score (NPS), it is a way of scoring customer…

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Customer Experience: The Ultimate Innovation

Developing a new product feature and enhancing a service through new technology are standard examples of innovation. They are also…

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