Customer experience (CX) is the heart of any successful business. In this category, you’ll find insightful articles packed with actionable strategies to transform your customer interactions. Discover how to leverage empathy, personalise your approach, and utilise technology effectively to create a seamless and delightful customer journey. Gain expert advice on building customer loyalty, reducing churn, and turning happy customers into brand advocates.
Unleash the power of exceptional customer service! Dive into articles exploring the latest trends, tips, and strategies to elevate your customer experience and build lasting brand loyalty.
Ultimately, investing in CX is an investment in the future of your business. It’s about building a foundation of trust, creating memorable experiences, and fostering a community of loyal customers who not only return but also champion your brand. By understanding and prioritising the customer experience, businesses can unlock sustainable growth, enhance brand reputation, and cultivate a competitive advantage that sets them apart.
The recent acquisition of InMoment by Press Ganey Forsta marks a significant shake-up in the Voice of the Customer (VoC) marketplace. This merger brings together two prominent players, creating a …
In the fiercely competitive quick-service restaurant industry, customer experience (CX) and employee experience (EX) are no longer distinct – they’re two sides of the same coin. For a global giant …
Qualtrics aims to transform how organisations understand and act on customer and employee feedback with its launch of “Experience Agents.” Unveiled at Qualtrics X4 in Sydney, this innovation uses agentic …
Subscription models have become a dominant business model across many industries, from streaming platforms and online learning to digital services and meal kits, with many products and services that were …
For years, organisations have actively sought customer opinions through surveys and feedback forms, directly asking for their thoughts and experiences. While this direct approach still holds value, a silent revolution …
At Zendesk Relate 25, Mark Atterby, CXFocus editor, interviewed Tom Powers VP of Operations at Catapult Sports. Powers explains the evolution of Catapult and its commitment to delivering world-class service …
Customer centricity: the essential driver of growth, powering both organic expansion and the successful integration of acquired platforms. Small is beautiful, as the old saying has it, but it doesn’t …
In a world increasingly driven by efficiency and quantifiable outcomes, the subtle art of building meaningful connections often takes a backseat to transactional interactions. Yet, the human desire for genuine …
For years, businesses have grappled with the challenge of balancing robust security measures with a seamless customer experience. The traditional belief that stronger security inevitably leads to greater friction in …
The landscape of marketing analytics has undergone a dramatic transformation in the past two to three years, driven primarily by the surge in artificial intelligence. What was once a complex, …