CX Metrics

Too many brands claim to be customer-obsessed while outsourcing their CX intelligence. Yara Milbes, VP of Marketing at Lucidya, shares why owning the data, and knowing when to step back, is the only way to build trust in MENA’s complex, privacy-conscious markets.

KPI dashboards may show green, but your customer’s experience could be flashing red. While early-stage companies focus on metrics, what’s often missed is the growing disconnect between customer expectations and what’s actually delivered.

Between cost reductions and cloud adoption, speech analytics will enhance customer interactions in 10 key ways.

Are APAC shoppers excited about BFCM? The western shopping trend may not hold a candle to China’s Single’s Day but brands still see it as the largest growth market

Matteo Pomoni, Global Head of Retail Daily Banking at ING discusses what it means to be customer obsessed in an intentional, scalable and measurable manner.

From creating a strong customer feedback loop to leveraging real-time ticket categorisation, AI is revolutionising customer support.

Don’t just ask customers, validate your findings by using AI across multiple sources to predict information before something terrible happens to your reputation. According to Dr Zuhair Khayyat, Chief Technology Officer at Lucidya, combining AI with other technologies like blockchain, AR, voice technology and IoT can help create the best customer experience analysis for any business.

Ahead of the CX NXT KSA summit, Martechvibe spoke to some customer experience experts about the value of CX measurement and customer feedback, and the significance of using metric tools.

Customers are loyal based on pleasant feelings, encouraging reinforcement, and satisfying experiences. This justifies looking into the resources that will enable brands to gauge customer sentiment.

Customer data, when used optimally, can help companies predict trends and avoid backlash.