CX

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.

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.

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

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 the journey excellence score,” says Einat Weiss, Chief Marketing Officer at NICE Systems. She talks about creating a culture of transparency and engagement to find the right fit between […]

Don’t just ask customers, validate your findings by using AI across multiple sources to predict information before something terrible happens to your reputation. According to Dr Zuhair Khayyat, Chief Technology Officer at Lucidya, combining AI with other technologies like blockchain, AR, voice technology and IoT can help create the best customer experience analysis for any business.

Hamish White, CEO of Mobilise, shares insight into how service providers can avoid CX disasters.

A drastic reduction in media spending can lead to a decrease in market visibility, resulting in a lower share of voice and, ultimately, a smaller market share. We asked the experts how to navigate the slowdown and look for hidden opportunities.

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.