Category: Customer Experience

The Complete Contact Centre Transformation

Delivering consistent and effective customer service is key within any contact centre, but providing exceptional Customer Experience and personalised journeys for individual customers will set you apart from the competition and build lasting relationships. For most companies, transformation of the contact...

Customer Satisfaction in a Data Driven Era

Customer Experience is a potent thing in determining a brand’s success; according to the 2017 Gartner Customer Experience in Marketing Survey, in two years’ time, 81 percent of marketers say they expect to be competing mostly or completely on the...

Customer Journey Mapping: On the Right Path

If you live in the software-as-a-service (SaaS) world, then you probably understand the gravity of customer retention. Recurring revenue is key to sustaining any SaaS business, which is why it is critical to understand not just how to win customers, but...

Meet the Masters: Sign up now for CXM Masterclasses

As summer heats up, so too does your ability to hone skills in a wide range of areas thanks to Masterclasses offered by CXM. Throughout the second half of 2018, expert-led Masterclasses will train participants to perfect abilities in delivering Customer...

Data’s the way to do it: Enhancing CX in a Digital World

Today’s businesses operate in an overwhelmingly digital world, and every customer interaction, whether over the phone or online, generates data. This data can then be added to all the other information a business has gathered from their customers through their...

Why AI is key for Banks to get Ahead of Customer Expectations

It’s no secret most businesses are playing catch up with their customers. Most organisations have a Customer Experience strategy in place, but our research reveals just 14 percent feel they are ahead of the market’s expectations.  The banking sector in...

Ask Ian: Gold Standard Advice from Customer Experience Kingpin

Customer Experience specialist Ian Golding, author of new book Customer What: The Honest and Practical Guide to Customer Experience, today begins a new feature in Customer Experience Magazine, in which he offers his expert insight to help businesses improve their...

Three Ways AI can Improve Customer Experience

In an increasingly fluid retail marketplace, where purchasing continues to shift from the physical to the digital, companies both big and small must look for new ways to differentiate their brands, build loyalty and keep their customers coming back for...

Billing Issues: Time for Tech to Save Telcos

Billing and accounting errors have become disappointingly normal for the telco industry; a recent study from software company Brite Bill found that a substantial proportion of complaints about telecoms operators were due to billing and contract issues, with billing issues...

Customer What?: Exclusive Excerpt from new Book by Ian Golding

Customer Experience professional consultant Ian Golding is well known to CXM readers thanks to his role as a Non-Executive Editor and a CX Masterclass leader, but his influence is expanding dramatically with the recent publication of his first book, Customer...