CX

How a Middle Eastern telecommunications company revolutionised its customer experience management with Sprinklr, an AI-powered solution.

As the amount of digital customer data continues to explode, being able to listen, analyse and act on feedback across touchpoints will be critical for brand success. How can the function align people, processes and a unified view of the customer?

Love it or hate it, the future of contact centres rests on AI. From NLP and data analytics to predictive analytics and speech recognition, technology and agents will work in tandem to revolutionise the concept of customer service.

How AI-driven data analysis transforms customer churn management. Michael Amori, CEO of Virtualitics, shares insights, predicts churn and proactively intervenes with tailored strategies for improved customer retention.

In a world where customer loyalty and satisfaction reign supreme, here’s a list of the top 10 books on customer experience (CX) written by global experts in the last two years.

Demonstrating concrete, measurable results and advantages that arise from experience-driven strategies is a critical KPI for CX leaders. The CX function is strategic, not functional. But, is it effectively demonstrating business potential?

It sounds simple, but that doesn't mean it's easy. It's not. Some may even say it's not realistic. So, here's a way to start.

How can brands form a continuous customer loop? Jason Smith, VP of MoEngage Europe, emphasises the importance of understanding customer behaviour, leveraging data insights so customers are not only delighted but moved to become advocates.

How to cultivate open communication, align vision and mission, embrace shared values, support growth and development, and create a supportive environment. By implementing these strategies, you can inspire and empower your employees, increasing engagement, loyalty, and overall organisational success.

Operating in diverse markets presents both challenges and opportunities. One of the key challenges is the varying levels of "CX Maturity" across different markets.