Tag: Customer Experience

The Changing Face of the Contact Centre

The COVID-19 crisis has completely changed the contact centre industry, with more customer service agents than ever working from home. Going forward, if we are to establish effective post-COVID customer service, we will need to ensure that the contact centre lies at the heart of a company’s digital transformation strategy. ​Therefore, it’s important that...

CXPA Marks 10 Years of Nurturing Results Through CX

As organizations seek to ensure success, an increasing number are adopting customer experience as the cornerstone of sustainable return on their investments of time and money. With interest in customer experience on the rise, the Customer Experience Professionals Association (CXPA),...

Adapting to Thrive, Not Just Survive, Through Conversational Commerce

The Covid-19 pandemic accelerated adoption of digital solutions for thousands of businesses that suddenly found themselves cut off from their customer base.For many, the speed of bringing these new solutions on board became the difference between success and failure but,...

Kissing a Cactus: How Your CX Listening Skills Can Make This World A Better Place

“Have patience, the sun will return… Midsummer Night’s Dream will be performed again. We will be able to meet and hug each other again”, King Willem-Alexander of the Netherlands said in his Christmas speech. He gave his audience a message...

iCXTrendTalks: Anita Siassions, Founding & Managing Director, ManagingCX

Anita Siassions, Founding & Managing Director at ManagingCX carefully analyses the state of CX in Australia in 2020, as well as the importance of CX leader’s peripheral vision.See the whole presentation and Q&A session below: [youtube https://www.youtube.com/watch?v=iXoy3cx1w3M?feature=oembed&w=640&h=360] ...

iCXTrendTalks: Yusdi Santoso, Head of Customer XM, EMEA, Qualtrics

As part of CXTrendTalks at the 2020 International Customer Experience Awards, Yusdi Santoso, Head of Customer CX, EMEA at Qualtrics focusses on three ways of finding ROI on CX in times of crisis and the transformative power of CX.See the...

Medallia Collaborates with Oracle Cloud CX to Help Brands Reinvent Customer Service Engagement

Medallia, a global leader in experience management and a member of Oracle PartnerNetwork today announced it plans to integrate with Oracle CX Service to deliver real-time feedback on what customers think and feel about customer service interactions with a brand....

Online Fashion Retailer Gains Three Million Customers as Profits Soar amid Pandemic

Online fashion retailer Asos added three million customers in the past year despite the pandemic. The company’s annual profits have also skyrocketed thanks to cost-cutting and fewer returned items during this period.Asos has now reached more than 23 million customers globally, with...

CXDay Spotlight: Interview With Faran Niaz

Faran Niaz is a global CX professional with a proven track record in the banking and financial industry. Faran is an accomplished Customer Experience, Digital Transformation & Change Management Expert, as well as a CX Judge, Trainer and speaker on...

Online Retail and Take-away Brands are the UK’s Fastest Growing Brands During the Pandemic

Online retail and take-away brands Ocado, Deliveroo and Just Eat are the UK’s fastest growing brands according to the 2020 BrandZ™ Top 75 Most Valuable UK Brands report, launched by WPP and Kantar. Already gathering pace pre-COVID-19, Ocado’s online capabilities and perceptions of...