864 results
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digital retail

CX Leaders: why you aren’t getting emotional enough about digital experience

As customer experience (CX) leaders, you will be well-versed in the need to differentiate through delivering your customers exceptional experiences. We often evangelise about delivering a more human experience, and putting the customer-first. But... Read More

customer experience small

How data and employee advocacy help Volkswagen achieve CX innovation

Published: Wednesday, May 23, 2018
Adopting AI-based capabilities for social media and text analytics are just the latest examples of how Volkswagen is opening up “customer insights gems” that improve its experience game, its CX leader says.SEE ALSO: Customer experience management:... Read More


Inbox incarceration? App apathy? The solution to your customer engagement woes!

How do you communicate with your customers? How many do you reach using email? And how many are using your brand’s app? Engaging proactively at relevant times during the customer journey is key to the best subscriber experience – and ultimately... Read More

Terminator AI

5 companies transforming their customer experience with AI

Published: Monday, May 21, 2018
 'Come with me if you want to live.'When it comes to customer experience, artificial intelligence (AI) is no longer the stuff of dated science fiction. It is a matter of life and death for today’s businesses. Adapt to survive or be left in the dust... Read More


Yanny vs. Laurel typifies customer personalisation

Published: Thursday, May 17, 2018
This week’s hottest internet debate is an important reminder for CX professionals on service personalisation.If there’s one thing internet denizens love to do, it’s to find something to get irritated about.A few years ago, you would have been... Read More

Cheryl China, Citizens Bank

‘Every conversation with a customer matters’

Published: Thursday, May 17, 2018
The SVP Group Director, Contact Centre Escalation and Specialised Teams at Citizens Bank talks about the importance of listening and focusing on every customer conversation, to drive success. EPISODE OVERVIEW:Cheryl China is the SVP Group Director,... Read More


3 quick-fire customer experience questions with Nissan

Published: Wednesday, May 16, 2018
Nissan’s GM Customer Quality and Training is back in the hot seat today, to answer three burning customer experience questions.Guillaume Langle is the General Manager – Customer Quality and Training at Nissan Europe, where he is responsible for... Read More


Going from theory to practice: Leveraging customer feedback to drive loyalty

In this webinar, the VP Customer Experience Assurance at Comcast shows us how they’re using customer feedback as a core part of their loyalty strategy. Join Dana Wilson, VP Customer Experience Assurance at Comcast as she provides insight into how... Read More


Customer obsession in an age of omni-channel experience

Published: Monday, May 14, 2018
Industry survey launched to gauge organisations’ customer-centricity and how they adapt in an omni-channel landscape. We all know that customer experience can be a key differentiation in an overcrowded market, but how customer-centric are... Read More


Capturing the voice of the customer through data insights

In this webinar, the Head of Customer Experience at Loewe Technologies discusses how to overcome VoC challenges by capturing customer feedback and making the insights actionable. Most organisations have never had as much data on their customers as... Read More

CX Network LIVE: The Smart Customer Experience

CX Network LIVE: The Smart Customer Experience

How can the intelligent enterprise enhance your customer experience? Buzzwords such as artificial intelligence, chatbots, machine learning and automation are dominating the landscape, but let’s not forget about long-term developments in digital and... Read More

Angela Hunter, Prudential

‘Being customer-centric means different things to different people’

Published: Thursday, May 10, 2018
Interview with Prudential’s Chief Customer, Marketing and Digital Officer on the importance of shifting from product-centricity to customer-centricity.  EPISODE OVERVIEW: Angela Hunter is the Chief Customer, Marketing and Digital Officer for... Read More

Rhona Bradshaw

‘Amazon’s customer experience has been an industry game changer’

Published: Wednesday, May 09, 2018
The VP Customer Experience Transformation of Liberty Global says that Amazon’s CX is a driving force of businesses having to embrace experience. Rhona Bradshaw is the VP Customer Experience Transformation for the consumer organisation at Liberty... Read More


The positive economics of customer engagement

Published: Monday, May 07, 2018
The premise of this whitepaper is bold, it connects customer engagement with hard economic benefit. Many organisations have failed to find the secret formula to justify new investments to focus on customer engagement and loyalty activities. This... Read More

Ketan Samani, UBS

‘We give employees ammunition to provide best in class service’

Published: Thursday, May 03, 2018
Interview with UBS Wealth Management’s APAC CDO about the importance of internal culture and the power of an emotional connection with customers.  EPISODE OVERVIEW: Ketan Samani is the Managing Director, Chief Digital Officer at UBS Wealth... Read More

864 results
of 58