Industry experts share their opinion on the CX trends and challenges that will drive businesses in 2022 While customer experience (CX) has the prime focus of companies in 2021, has it impacted customer lifetime value? It’s time brands align CX to their core business values as customers want the best experience possible, not just attention […]
Earlier this year, Coca-Cola replaced its logo with inspiring resolutions for 2021 on its new cans. It was a marketing strategy to inspire positivity and change. The brand replaced the logo entirely. Through its online customisation, users could write custom messages on the cans and send them to their friends and family. During the pandemic, […]
A customer experience (CX) management platform enables businesses to manage, measure, and improve their overall customer experience. To deliver amazing CX across channels and customer lifecycle stages, businesses need a robust technology stack for data collection, management, and analysis. We have compiled a list of CX management platforms to help you achieve the CX goals. […]
Speaking at the CX NXT, Alexander Genov, Head of Customer Experience Research, Zappos said appealing to customers’ emotions is more powerful than pricing. When businesses measure its growth by numbers, they can lose sight of their customers as people. But the best customer-centric companies not only put their customers first – they design products and […]
For brands seeking to improve customer experience and increase customer loyalty, the payoff can be huge if they create an emotional connection. Day 1 Emotion is the most important component of the customer experience, and businesses cannot afford to overlook its importance anymore. They should pursue emotional connection as a science, and a strategy. On […]
Providing an outstanding customer experience (CX) has become increasingly important as we move to hybrid environments. CX isn’t just about digital spaces. Even for local shops, hotels, or restaurants, it is just as important. Customers want to enjoy every step of the way and illustrate. We have compiled some of the best CX examples. Gamified […]
The 2021 State of CX Maturity Report surveyed more than 3,000 CX decision makers to understand the characteristics and benefits of CX leadership. Improving customer experience matters. According to recent research by Zendesk, in partnership with Enterprise Strategy Group (ESG), companies that have continued to invest in their customer experience (CX) over the past year are 10 […]
The COVID-19 pandemic has galvanised companies to reorganise their business around delivering exceptional experiences, as many, even the ones known for delivering exceptional customer service, were caught off-guard. Even product fulfilment rose to crisis levels as manufacturing stalled and supplies dwindled. The crisis presented a choice for businesses to build a next-gen customer experience, to […]
According to an Optimizely report, Reimagining Commerce Report 2020, most consumers use six or more channels and two devices before making a purchase. They research products on the brand’s website while multitasking on their laptop, check another retailer’s mobile app for in-store availability, then go to Amazon because they got an email about a deal […]
It is no secret that Gig Customer Service, or GigCX, a term used for deploying gig-based people to provide customer service, is attracting quite a lot of attention. The 2020 Gig, Customer Service report makes an exciting read — it says that GigCX is being used by mainstream brands like National Express, Sage and Unilever. […]
