CX

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 […]

TLDR: The earned growth rate ratio is the ratio of earned growth to total growth. Since this metric is derived from audited accounting reports, it’s almost impossible to manipulate.

These are difficult times for consumers, companies and their employees. The post-pandemic and politically unstable world of recession has an impact on many. It is no wonder we see quite a few companies making hard decisions and looking into cost-cutting. That’s only normal in the current context. But the budget cuts resulting in a decreased […]

Customers are loyal based on pleasant feelings, encouraging reinforcement, and satisfying experiences. This justifies looking into the resources that will enable brands to gauge customer sentiment.

Better customer experiences are more likely to lead to faster revenue growth for brands than poorer CX experiences do.