A drastic reduction in media spending can lead to a decrease in market visibility, resulting in a lower share of voice and, ultimately, a smaller market share. We asked the experts how to navigate the slowdown and look for hidden opportunities. Value and cost are not the same things. Value is subjective and determined by […]
Customers experience a brand across multiple touchpoints and at various stages of a buying journey. An omnichannel experience is not only expected by 90% of customers, a cohesive, valuable experience can pay off in spades: Adobe found that companies with the strongest omnichannel customer engagement strategies enjoy a 10% YOY growth, a 10% increase in […]
Negative customer experiences present an opportunity to show your brand’s dedication to resolving any issues with transparency and empathy. Martechvibe asked the CX stalwarts how to deal with customers on edge It’s a human tendency to share more when we’re unhappy about things. Here’s proof; just 30% of happy consumers will talk about their positive […]
Discover how to harness the power of customer service management (CSM) to create a future-proof customer service strategy. From resolving issues to optimising processes, learn how to drive a better customer experience in an experience economy.
Personalisation has become an increasingly important part of modern marketing strategies, especially when it comes to engaging customers online, where competition for attention can be fierce. By taking this approach, marketers can more effectively target their messages and create more meaningful customer experiences that drive purchasing decisions while strengthening loyalty over time—which are both vital […]
Ahead of the CX NXT KSA summit, Martechvibe spoke to some customer experience experts about the value of CX measurement and customer feedback, and the significance of using metric tools. Is CSAT your go-to CX metric tool, or is it ‘profit’? Regardless, measuring CX is not a question of addressing one metric, and brands need […]
The enterprise conversational AI market is at least $1bn dollar worth of on-chat, with 100s of players sharing this space today. With an aggressive pricing expectation from ChatGPT, most of them, if not all, are looking at a bleak and redundant future. The Power Concentration in the software world that ChatGPT would create is not […]
ChatGPT burst onto the scene in November 2022 — and the hype around it shows no sign of fading. But will generative AI really revolutionise digital customer experiences? When OpenAI released ChatGPT, it took the internet by storm. This AI chatbot can produce poetry, write code, draft essays, come up with recipes, and provide a […]
Brands are putting their best foot forward to avoid leaving negative impressions on consumers. One way to ensure the same is having synchronicity or orchestration across multiple channels. Lack of orchestration is the latest CX challenge many digital-first businesses face. Martechvibe speaks to Darren John Rushworth, President International at NICE, about top marketer challenges in […]
TLDR: The earned growth rate ratio is the ratio of earned growth to total growth. Since this metric is derived from audited accounting reports, it’s almost impossible to manipulate. As the branding and business world becomes increasingly more customer-centric, the customer experience (CX) is integral to brand growth. And word-of-mouth. i.e. the referrals and recommendations […]
