Customer Experience
How Context Drives Great Customer Experience
Organizations know how crucial the level of customer experience is in the pursuit of business goals. Gartner’s CX study released last May reports that 75% of organizations in its global survey have already formed a dedicated CX team. One in four of these CX teams reports directly to the company CEO–a clear indication that CX is … Continued
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Digital Trends and Technologies Transforming CX in Banking and Finance
The financial services sector is in for a challenge. By 2020, it’s estimated that digital natives will make up half of the world’s population. These digital natives will not just comprise the new workforce, they will also define the new breed of customers for financial services companies. The taste of this new class of customers … Continued
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5 CX Myths That Can Destroy Brand Reputation
In the last several years, the rise of customer experience as the main focus of most digital marketing campaigns has resulted in the proliferation of various CX myths. Many inexperienced marketers who are just starting out can easily fall prey to some of these myths that reference half-researched articles and make potentially harmful conclusions. Because of … Continued
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The Benefits of CTI for Cisco Users
Are you in a high call volume environment? You’re probably familiar with how important it is to save time on each call while also ensuring the quality standards are met. For call centers, sales floors, and other client-facing teams engaged in huge amounts of voice-based activities, there is a constant need to improve efficiency and … Continued
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Raising the Bar for Ecommerce: The Omni-Channel Approach to Customer Experience
In the last decade, the growing adoption of ecommerce has been swift–and ruthless. Huge retail market players like Best Buy and Toys R’ Us are shutting down huge chunks of their physical locations due to plummeting revenue. Not only is this a result of not embracing ecommerce early in its wave, they are also now competing with ecommerce … Continued
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Who Owns CX?
Customer experience is the new frontier –– while this concept has been shopped around for a few years, it really captured business minds in 2017. Influencers and marketing blogs alike are all over this topic, giving tips on how to enhance Customer Experience and theories on how CX “works”. Beyond the buzz CX has … Continued
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