Category: Customer Experience

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...

The Message for 2021? Get Some Good Chat

Never before has it been so vital for all businesses to digitally transform – or risk being left behind. Virtually overnight, worldwide lockdowns have driven commerce almost exclusively online, forcing companies of all sizes to contend with dramatically changing customer...

The Third Global Edition of World CX Summit Brought Unending Possibilities of CEM to the Forefront

World CX Summit – Asia digitally congregated some of the distinguished speakers in the Customer Experience ecosystem, while global technology leaders showcased their CX solutions in the presence of more than 200 pre-qualified delegates across Asia. CX visionaries shed light...

Top Trends for Sales and Marketing Leaders in 2021

The impact of 2020 was far-reaching, especially for sales and marketing teams. With business and consumer spending habits having dramatically changed due to uncertainty, as we move forward into 2021, how can businesses overcome this challenge, especially in the wake...

Stop losing customers due to the poor last-mile delivery

When a customer makes a purchase, the baton is passed to the delivery service to complete the final leg and go through with the last-mile delivery. In reality, the CX team’s race has just begun.The post-purchase experience is the most...

CX Global Voices 2021: Have Your Say On Big CX Questions

Last year CX professionals rated their organisations’ maturity as: 39% Foundation, 48% Practiced, and 13% Leading. In an environment where CX focus has increased (and is set to continue) has this evolved or is CX maturity dangerously stagnating?Ipsos MORI and...

How can contact centres help you deliver great CX through improved human experience

It’s the age-old question again: what do customers really want? Just when you finally get the grasp of how customers behave, their needs seem to take a new turn. At the very core of CX lies the seamless and easy...