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- customer experienceMarketing Strategy
CX: An Effortless Experience Isn’t Enough
by Jim Tincherby Jim Tincher 2 mins readIn 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). …
- Digital Marketing
To build customer loyalty during COVID-19, maximize interactions between transactions
by Marti Bellerby Marti Beller 2 mins readThe pandemic and its accompanying recession has customers’ emotions running high. Brands should take a step…
- Marketing Strategy
How people decide what to buy lies in the ‘messy middle’ of the purchase journey
by adminby admin 2 mins readAlistair Rennie and Jonny Protheroe work on Google’s consumer insights team, which means they spend a…
- Marketing Strategy
5 Ways Your CX Team Can Build Customer Trust
by Tom Andersonby Tom Anderson 2 mins readIn my last post we talked about what Trust is, why it’s more important than CSAT or NPS,…
- ArticlesMarketing Strategy
YOU’RE MEASURING CX…BUT WHAT ARE YOU DOING ABOUT IT?
by adminby admin 2 mins readMeasuring Customer Experience is important, right? We need to know how customers feel about their interactions…
- AI
Organisations must allow humans to take over beyond AI’s reasoning capabilities, says Suman Reddy of Pegasystems
by adminby admin 2 mins readSuman 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…
- ArticlesMarketing Strategy
What is Customer Experience Management (CXM)?
by adminby admin 2 mins readThis article is an excerpt from the CustomerThink research report Customer Experience at a Crossroads: What Drives…