CX

WHAT’S INSIDE This free report forms part of our Innovator Intelligence series, which focuses on emerging technologies that …

In CX, we all focus on making the experience easier on our customers. (We even made …

Companies called to account Nothing is more likely to sabotage a brand’s reputation than a customer …

Any discussion of the features and functionality of ESPs vs. CDPs needs to start with the …

In a recent post, we looked at the cost of providing a poor Customer Experience (CX).  …

The pandemic and its accompanying recession has customers’ emotions running high. Brands should take a step …

Alistair Rennie and Jonny Protheroe work on Google’s consumer insights team, which means they spend a …

In my last post we talked about what Trust is, why it’s more important than CSAT or NPS, …

Measuring Customer Experience is important, right? We need to know how customers feel about their interactions …

Suman Reddy, MD, Pegasystems, India ‘AI models need to be tuned to be more empathetic to …

In the digital era, customers expect contextual, intuitive and experiential engagement with businesses across touchpoints. As …

This article is an excerpt from the CustomerThink research report Customer Experience at a Crossroads: What Drives …