Having rung in not just another new year, but also a new decade, now is the perfect time to review how customer experience and Voice of the Customer evolved in 2019, what the key topics were, and how they are likely to develop in 2020. We’ve looked through all our posts from last year and have picked a top 10 to start off 2020.
Customer service is continually increasing in both complexity and the volume of interactions. Gartner estimates that 61% of customer journeys require a mix of live agent and self-service to complete – here are 4 ways to maximize self-service while preserving choice...
Focusing on customer experience delivers clear benefits in terms of increased engagement, higher brand reputation and most of all increased revenues. Achieving CX excellence doesn't happen by chance - following a CX Maturity Model can provide the map to success.
Want to learn about improving your CX and Voice of the Customer programs? Our latest blog highlights 5 must read books to build trust and successfully map the customer journey...
Talk of artificial intelligence is everywhere. Gartner’s latest Hype Cycle focuses on AI’s impact, highlighting how conversational platforms will transform customer experience. Here are 4 benefits that they bring...
By 2021, 15% of all customer service interactions will be completely handled by AI, according to Gartner. At the same time though, it’s important not to forget the human element in customer experience. How do you balance the two?
Given the importance of customer experience and customer service, organizations understand that they need to use technology wisely to help them deliver consistent, high quality and efficient service that meets consumer needs, whichever channel they use to make contact. But with a wide range of solutions on the market, what should you look out for in a CX platform?
Everyone talks about the importance of the customer experience – from CEOs downwards. But what does it actually mean, and how does it impact your business? Based on Gartner’s definition, here are 5 key points to understand...
Understanding how your company is performing in terms of Customer Experience (CX) is a key part of benchmarking against competitors and identifying areas for improvement. But with over 100 commonly used metrics for measuring CX, how do you ensure you are covering all the bases when tracking CX performance?
Trends such as digitalization, the rise of the experience economy and globalization are impacting every market. Network effects and the internet mean that businesses can now operate at greater scale, serving more consumers in more countries than ever before. This is leading to a ‘winner takes all’ world where gaps are growing, even between top organizations