CX

Martechvibe highlights voices whose work explores organisational culture, marketing strategy, bias, resilience, and the realities of building influence in complex systems.

What does it take to power a truly real-time customer experience? More than just data collection. Let’s start there.

Home to some of the world’s earliest adopters of new technologies, understanding the evolving needs and preferences of consumers living at the digital edge in Singapore will be critical as the country works to reposition itself for a post-pandemic world.

How customer mapping journeys and gaining actionable insights can reduce customer churn risks and drive revenue growth in uncertain times.

Mundane customer surveys are things of the past. Half-wit insights and hidden bias, will only take your brands so far. Modern marketers need to whip up innovative strategies to glean valid feedback.

Martechvibe spoke to Abdullah Asiri, Founder and CEO at Lucidya, about how enterprise leaders must keep up with CX trends and give customers everything they want.

Learn how AI and automation transform customer service, improve agent productivity, reduce support volume, and increase customer happiness.

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

Modern contact centres need to add intelligence not only in the way it deals with customers but also with agents says Einat Weiss, Chief Marketing Officer at NICE Systems  There is a significant shift in how contact centres operate and measure results. “Instead of looking at specific interactions and the type of efficiency, we’re calculating […]

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, […]