CX

Customers experience a brand across multiple touchpoints and at various stages of a buying journey. An omnichannel experience is not only expected by 90% of customers, a cohesive, valuable experience can pay off in spades: Adobe found that companies with the strongest omnichannel customer engagement strategies enjoy a 10% YOY growth, a 10% increase in average order value and a 25% increase in close rates.

Negative customer experiences present an opportunity to show your brand’s dedication to resolving any issues with transparency and empathy. Martechvibe asked the CX stalwarts how to deal with customers on edge It’s a human tendency to share more when we’re unhappy about things. Here’s proof; just 30% of happy consumers will talk about their positive […]

Discover how to harness the power of customer service management (CSM) to create a future-proof customer service strategy. From resolving issues to optimising processes, learn how to drive a better customer experience in an experience economy.

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

Achieving successful personalisation efforts can be a daunting task, if the right people, processes, and platforms aren’t in place from the start. Here is how personalised marketing campaign can maximise return on investment (ROI).

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.

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.

The enterprise conversational AI market is at least $1bn dollar worth of on-chat, with 100s of players sharing this space today. With an aggressive pricing expectation from ChatGPT, most of them, if not all, are looking at a bleak and redundant future.

ChatGPT burst onto the scene in November 2022 — and the hype around it shows no sign of fading. But will generative AI really revolutionise digital customer experiences?

Brands are putting their best foot forward to avoid leaving negative impressions on consumers. One way to ensure the same is having synchronicity or orchestration across multiple channels. Lack of orchestration is the latest CX challenge many digital-first businesses face. Martechvibe speaks to Darren John Rushworth, President International at NICE, about top marketer challenges in […]