CX

From basic experiences like in-store interactions and fair pricing to a world of predictive intelligence, customer experience has come a long way We may have a new normal, but one universal element that ties all businesses together across sectors is offering a better customer experience (CX). As it has always been, customers appreciate great products […]

Gone are the days when price and product solely decided a customer’s loyalty to brands. Today, customers value the time spent together with a brand. If the experience is memorable, the brand is rewarded with increased business. Conversely, if the experience is mediocre and “taxing” for the customer, the brand may not have a great […]

Martechvibe, in partnership with Sprinklr, is pleased to present Customer Experience Week. Find out why everyone is talking about CX.

As the industry gravitates around Customer Experience (CX) for revenue growth, CX measurement becomes a vital element of business strategy

When he talks, Brian Solis, Global Innovation Evangelist at Salesforce, digital anthropologist and futurist and author of eight books, including The Experience When Business Meets Design, uses the words challenge and opportunity interchangeably. The pandemic, he says, is an opportunity to reimagine the way customers experience a brand by considering changing consumer behaviour and redefining brand […]

Dubai-based brand engagement and customer loyalty solution provider Yegertek has identified personalised employee journeys as the key to enhancing productivity and talent retention. With economies reopening, businesses are coming to terms with the lasting impact of the global pandemic on their workplaces. A global Gartner HR survey, released when the pandemic began, found that 88 […]

It’s not about a takeover by robots. If anything, robotic process automation or RPA helps the contact centre agent focus on more meaningful tasks by taking on repetitive chores. 

Findings from the report reveal a large gap between organisations’ desire to leverage AI in the contact centre and their ability to manage it effectively.  Customer experience company Talkdesk, Inc. released its new research report, The Future of AI in the Contact Center. The report examines the key drivers and expectations of AI growth between […]

Businesses are making progress by adding more digital service channels to keep up with customer demands; however, this progress often comes at the expense of service quality by creating more inconsistencies and increasing customer frustration, according to new research by Pegasystems Inc., the digital process automation company.  Over the course of 2020 and into 2021, the […]

When marketers say the customer has the last word, the feedback is not limited to the product alone. Today’s customer is intelligent and forever on the move, balancing presence across multiple platforms with ease. How the marketer attends to the customer, to how they interact after the sale – everything can make or break a […]