customer experience

Adrian Swinscoe discusses CX myths, the role of technology for customers and agents and the true meaning of customer-centricity 

Auto dealerships and car sales people notoriously have dealt with a bad rap. However, most of today’s dealerships and sales teams are about customer experience. 

Mike Wittenstein advises that all CX professionals are to try their hand at experience design – not only to look at things from the customer's perspective but to organise the business in a way that delivers better CX.

Martechvibe spoke to Abdulaziz Alshamsan, Founder & CEO of CXKSA, and the Former Executive Director General – Customer Experience, Ministry of Human Resources and Social Development, KSA, about what it takes to help decision-makers make the right decision at the right time. Customer feedback is essential to improve product quality, says Abdulaziz Alshamsan. Ahead of […]

Uber will migrate some of the company’s most critical infrastructure to Google Cloud and will be able to take advantage of additional Google capabilities. Google and Uber announced an expanded partnership in which Uber has selected Google to support the modernisation of its data cloud infrastructure and reimagine the customer experience for Uber users, drivers, […]

TLDR: The earned growth rate ratio is the ratio of earned growth to total growth. Since this metric is derived from audited accounting reports, it’s almost impossible to manipulate.

These are difficult times for consumers, companies and their employees. The post-pandemic and politically unstable world of recession has an impact on many. It is no wonder we see quite a few companies making hard decisions and looking into cost-cutting. That’s only normal in the current context. But the budget cuts resulting in a decreased […]

A hefty majority, 80 per cent, of consumers report higher frustration levels when it comes to using customer service chatbots, while 72 per cent stated using a chatbot for customer service was a waste of time. Those are top findings from a Uject Inc. research report that polled nearly 1,700 consumers over the past 12 […]

Microsoft Middle East & Africa (MEA) announced the regional launch of the seller experience business application, Viva Sales. The product was announced during Microsoft’s Customer Experience Reimagined event, which brought Microsoft customers from across the UAE and the wider MEA region together to unpack the latest trends and best practices shaping Customer Experience. Viva Sales […]

Chat apps are fast becoming crucial communication channels for consumers, given an 80 per cent spike in WhatsApp usage and a 62 per cent increase in rich communication services interactions (RCS) the first half of this year compared to a year ago. The data, from cloud communications platform Infobip, reveals consumers want conversational experiences. Infobip […]