Category: Customer Experience

Spark kicked off a new initiative with Calabrio to align customer and employee experiences

Spark, New Zealand’s telecommunications and digital services company, chooses to support 1500 employees in the multi-channel customer services with the help of Calabrio.The cloud-first workforce management solution coming from Calabrio should enable Spark and other companies to balance customer and...

Rethinking Retail Customer Services in 2021

What are the biggest challenges retail customer services face in 2021? How can they overcome these obstacles to deliver what customers want? In their latest press release, FM Outsource shares valuable data that might help retail services strategize around online...

The End of Third-Party Cookies: How Can Brands Prepare?

The giant Google announced the phase-out of third-party cookies starting with 2022. What does it mean for advertisers, and how can we plan ahead to meet the big change?The CXM team spoke with Andy McNab, VP at Fanplayr, about the...

Adapting to the Post-Pandemic Customer Experience

Those who haven’t started to thrive in this new post-pandemic economy should take note of the following trends pertaining to the new customer experience.This pandemic has stripped many businesses of budgets and stunted growth initiatives, whilst simultaneously forcing them to...

Want to get more from your surveys? Close the customer feedback loop!

Many companies are striving to become more customer-centric. They have set up numerous ways of listening to their customers at multiple customer journey touchpoints. However, few have built effective response mechanisms into their customer surveys and managed to close the...

FedEx Partners Up for Better CX

The lockdown has changed consumers shopping habits. Online purchasing is here to stay, and shipping companies found themselves in an urge to meet consumers needs and expectations.Now more than ever, businesses have to know their customer’s habits and attitudes, so...

The big three ingredients of success in EX and CX

What makes up for the big success in EX and CX? Do you know how to achieve it?The Sears ‘employee–customer–profit chain’ was among the first empirical research to make the link between attitudes and organisational performance. Published in the Harvard...

How to use virtual events effectively to close deals in a post-covid world

Winning big deals used to mean getting in front of important decisions makers, speaking to them, selling your goods or services and building genuine relationships. This was done through meetings, events and sometimes social outings. Naturally, the pandemic put a...

The Data Science Behind a Winning Customer Experience

There is ongoing talk about creating a winning customer experience through the understanding of customers’ needs in a constantly evolving and uncertain landscape. What does that actually mean? With the consumer shift to digital-only being fast-tracked by the national lockdowns,...

How to choose the right customer experience metrics

Let’s start with “Why”, like Simon Sinek recommends. (1) Before we dive deep into the topic of how to choose the right customer experience metrics, we have a more pressing question to ask. Why do organisations need to measure “customer...