Research consistently tells us that earning customer loyalty is about understanding, designing and then persistently delivering an end-to-end experience that meets both the rational and emotional needs of customers, reiterates Andrew Clayton, Group Head of CX, Close Brothers.
How customer mapping journeys and gaining actionable insights can reduce customer churn risks and drive revenue growth in uncertain times.
Martechvibe spoke to Stas Tushinskiy, the CEO at Instreamatic, an AI-powered audio ad platform, about why social listening is not enough, and how to make the most of CSAT-influencing tools.
Nancy Dafiewhare, Head of Digital Marketing at Phoenix Group, discusses the changing expectations of customers in the pension and saving sectors, and how decisioning engines can help brands engage with customers based on their behaviours and needs.
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.
Insights from multiple global surveys and consumer focus groups shed light on adoption of self-service tools and offer actionable steps to improve CX through conversational AI Talkdesk, a cloud contact centre provider for customer-obsessed companies, released a new Talkdesk Research report: “The promise (and pitfalls) of self-service automation in customer service.” As customer experience (CX) […]
Enlighten Actions allows organisations to build AI-powered CX processes and make Enlighten accessible with a human-like interface that can generate actionable outputs that are brand-specific. NICE introduced Enlighten Actions, which brings together its own artificial intelligence and generative AI models from Open AI. Enlighten’s specialised AI models for customer experience have been trained using billions […]
In Forrester’s latest report on the future of the European market, there’s a concerning prediction. In 2023, the analyst firm estimates that one in five customer experience (CX) programmes will disappear if they cannot prove their return on investment (ROI). At the same time, ten per cent of projects will become stronger than ever. Here, […]
This expanded partnership enables Five9 to resell Invoca PreSense, delivering a solution that provides contact centre agents with a complete, pre-call picture of a customer’s digital activity. Five9, a provider of the Intelligent CX Platform and Invoca, a AI conversation intelligence provider, announced that they have expanded their strategic partnership to deliver a solution that […]
Brands that want to influence customer behaviour must begin with understanding it. Behavioural data is the gold standard because it’s a direct measure of what consumers care most about, says Patrick Fagan, a behavioural scientist and CX consultant. “We all live in a reality which is mostly constructed in our heads,” says Patrick Fagan, […]
