Customer experience (CX) quality languished for the third year in a row, according to Forresters CX index from 2018. With firms failing to perform the core CX management activities and …
The decisions being made by AI algorithms and machine learning are having an increasing impact on our lives, our jobs and our businesses. AI promises exciting possibilities for a wide …
Two years ago Caroline Maillols was appointed by MedicalDirector, a leading provider of healthcare and practice management software, to take charge of their CX and digital transformation strategy. Caroline’s job …
Only 5% of customers with a problem will contact your organisation. The rest will just leave. Customer churn prediction based purely on analysing data from the contact centre or from …
Most brands understand that purchasing decisions are based more on how people feel rather than logic. According to Forrester, a customer’s emotional reaction to an experience impacts loyalty greater than …
Buyer or customer personas are a great tool to develop a profound understanding of your customers and the factors that influence their buying decisions. Personas are essential in creating engaging …
In terms of customer service, most companies tend to be reactive. This tendency stems from fear. Many executives I’ve met have demonstrated fear when it comes to proactively contacting customers. …
Giving employees collaboration tools via the cloud and unified communications (UC) to create better customer experiences (among other critical objectives) is smart business … and Australian business leaders know it. …
Worldwide spending on CEM and CRM applications grew 15.6% to reach $48.2 billion in 2018, according to research from Gartner. Worldwide enterprise application software revenue totalled more than $193.6 billion …
To cope with the avalanche of digital information and activities, customers — like organisations — are increasingly turning to automation. There’s a lot of discussion about how enterprises continue to …