CX

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. 

Unlike traditional bricks-and-mortar stores, Vodafone’s Hubs reflect the brand’s ethos as a digital operator and its approach to evolving the retail experience in the Omani market, transitioning to completely digital experiences.

Social listening enables companies to understand customer sentiment, identify emerging trends, and proactively address concerns, fostering stronger brand resonance and driving business success.

The mental health and well-being of employees are not just internal matters; they are strategic imperatives that directly impact customer satisfaction, brand reputation, and even revenue.

As touchpoints with consumers multiply, maintaining a consistent brand identity across all channels is vital for success. Businesses are required to deliver rich, interactive experiences that resonate with emotions both in the offline and online realms.

Customers nowadays like to have many options. It is important to have touchpoints where your customers are, says Edwin Octavana Mahaditya, Head of Growth & Performance Marketing at Erajaya Digital Group.

Ron Kaufman shares his future projections on mutually beneficial partnerships offering customers a consolidated convenience. He speaks about how synergy between various service providers drives these partnerships and interconnected ecosystems.

Leveraging Merkle GenCX, businesses that use Salesforce Einstein GPT will help accelerate business outcomes for marketing and commerce leaders

It sounds simple, but that doesn't mean it's easy. It's not. Some may even say it's not realistic. So, here's a way to start.

When decision-making is easier, agents don’t have to click between multiple tabs to compare offers. That makes them faster and more efficient.