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 […]

Marketers always stress the importance of having omnichannel marketing to view the business from the customer’s perspective. Great customer experience is an upshot of an effective and well-designed omnichannel ecosystem. To achieve it, companies must understand customer journeys across devices and channels.  To support a marketer in their functioning, to help increase retention and boost […]

The biggest challenge most marketers face isn’t attracting new customers and expanding the business. Or product innovation and the need to be on top of trends. It is customer retention. Digitisation has permeated every aspect of our lives, and marketers today are witnessing the rise of the “intelligent customer”. Before we look at how a […]

Martechvibe spoke to Ilaria Buonpane, Head of CX and strategic marketing, Chalhoub Group. The group is the region’s foremost name in luxury retail, beauty, and fashion.  The customer experience (CX) is a cross-functional effort for any organisation. How does the Chalhoub Group view it? Customer Experience is an integral part of Chalhoub Group vision to […]