Tag: Customer experience

When the pandemic hit, more consumers in India started to use digital channels and platforms for daily tasks such as ...

State of Personalisation Report Uncovers Consumer Behaviours   In the race to personalise everything sold online and making that experience memorable, ...

Gartner says sales leaders looking to cultivate an adaptable sales organisation should rethink their current sales efforts across three dimensions. ...

In a Forrester study commissioned by CINNOX, only 16% of all surveyed customers recently experienced interactions that exceeded their expectations. ...

* Editor's note: This article is co-produced by Sukhpreet Kaur According to Forrester, 44% of purchase influencers in Asia-Pacific consider ...

Gartner surveyed 362 global customer experience (CX) practitioners from October through December 2021 to understand CX priorities, processes, and measures ...

Recently I was calling my airline to inquire about expiring award miles. I approached them via three channels: through their ...

Two years into the COVID-19 pandemic, the region continues to adjust with cycles of change and adaptation. Customers today are ...

Gartner predicts that by 2025, 75% of companies will “break up” with poor-fit customers as the cost of retaining them ...

Gartner says the increased pace of change in customer preferences and expectations will force chief supply chain officers (CSCOs) to ...

The annual Zendesk Customer Experience (CX) Trends Report highlighted the potential for businesses to drive business success with a focus ...

The use of artificial intelligence (AI) and automation is becoming more widespread, proving to be a significant business driver especially ...

Most financial services leaders are heavily invested in learning more about what customers care about most. Often overlooked, however, are ...

Organizations in Asia/Pacific – private sector, government, and educational institutions – have reached a digital transformation tipping point and are ...

Setting up a business is not a pursuit for the faint of heart, yet an increasing number of Hong Kongers ...

The insights in this Boomi report, The State of Modernization, Transformation, and Innovation in the Digital Age, are based on ...

Although higher than pre-pandemic levels, the levelling of online activity since Wave 2 of Experian’s Global Insights Report (mid-September 2020) ...

Technology will be the cornerstone of brands that try to re-establish relationships with customers and consumers in a new version ...

Forrester’s CX Index benchmarks the CX quality of brands and is based on a survey of more than 5,000 Australian ...

According to the IDC Future Enterprise Resiliency and Spending (FERS) survey improving the customer experience (CX) directly impacts the organization's ...

Commissioned by CINNOX, the Forrester Opportunity Snapshot report Infuse Digital Experiences with the Right Dose of Human Touch revealed that ...

OpenText survey highlights the critical role digital experience plays for customers post-pandemic, with almost three quarters (72%) saying the pandemic ...

A platform that is powered by AI creates an intent-enabled action by the system and use that information to support ...

New Qualtrics study reveals that consumers are willing to move to digital-only providers for a better product and customer experience

Asia/Pacific Organizations ramping up CX investments but vendors must combat privacy and data security challenges, IDC Reports

Rackspace Technology survey finds continued resistance to digital transformation among Hong Kong businesses

Gartner says rampant rep disengagement could lead to poor customer service experience and economic cost

CX events elsewhere are having their impact on utility companies, themselves focusing on the customer journey and all touchpoints along ...

This OutSystems eBook to learn how customer feedback and AI can help you constantly iterate and improve your application releases ...

More than 80% of decision-makers view smart checkout, workforce software and prescriptive analytics as key emerging technologies by 2025

Product analytics has overtaken legacy marketing analytics to measure digital customer experiences

Frost says user interface technologies have moved beyond the concept of simply representing machines to their users to enabling sophisticated ...

As the COVID-19 crisis drives home the importance of automation, enterprises look to scale RPA initiatives and large tech players ...

Customer experience remains the ultimate battle ground where if you don’t innovate, you will be disrupted. But how to make ...

Service organizations can gain insights from customer motivations, impressions and experiences using a VoC strategy focused on cx

Gartner’s marketing predictions explore how post-pandemic renewal strategies put marketing on the hook for redefining and re-establishing customer relationships in ...

If 2020 has taught us anything, it’s that change is inevitable and that customer insights leaders must constantly look to ...

AFFINBANK builds deeper customer relationships, lowers operational costs, improves telesales capabilities and reduces average call abandonment rate using Genesys customer ...

To help build the business case for customer experience, look at metrics such as cost of service or compensation costs. ...

IDC says the most digitally mature organizations adapted quicker to challenges brought by the COVID-19 pandemic.

TOT ups customer engagement by embedding machine learning and conversational AI capabilities into its existing processes, savings allowed it to ...

Contextual banking – the next level of customer relationship – is realized through developing a deeper relationship with each customer ...

Customer Service and Support technology investments must be scrutinized for their ability to deliver on customer experience goals

In this episode of Podchats for FutureCIO entitled “How edge influences your customer engagement strategy” we dissect how businesses are ...

AI applications continue to be at the forefront of digital transformation (DX) initiatives, driving both innovation and improvement to business ...

Changing customer expectations, an erosion of consumer trust, and regulatory influence will drive banking to be invisible, connected, insights-driven, and ...

Forrester’s US 2020 Customer Experience Index reveals CX differentiation is the key to post-pandemic success building experiences that help them ...

Brick-and-mortar retail may be readying for a resurgence. And somewhat ironically, a handful of digital brands are leading the charge, ...

Conversational AI is the process of enabling machines to have a conversation with the customers, with the end customers and ...

5G is almost here. I say ‘almost’ because we have yet to see broad deployment by major mobile operators across ...

Most everyone will agree the strategy and execution rests largely on the CMO. But for winning sales leaders, CX is ...

The Zendesk Customer Experience Trends Report 2020 says ease and excellence of customer experience has a direct impact on customer ...

Augmented intelligence reduces mistakes while delivering customer convenience and personalization at scale, democratizing what was previously available to the select ...

How do you measure customer effort? Most customer experience (CX) pros use surveys. While the question text and scale they ...

5G, Artificial Intelligence (AI), Blockchain and Distributed Ledger, Human Brain-Computer Interface, Human Intelligence Augmentation, Internet of Things (IoT), Natural Language ...

MSB views digital transformation as a critical tool to understand customer's needs better, serve them seamlessly, and provide superior customer ...

Seventy-five percent of organisations surveyed by Gartner increased their customer experience (CX) technology investments in 2018. For 2019, 52% of ...

https://youtu.be/yzk-AicFeZE When was the last time you went to a bank and was greeted with a warm and sincere ‘welcome ...

https://youtu.be/lCmDD3-J93w “Most of us understand that innovation is enormously important. It's the only insurance against irrelevance. It's the only guarantee ...