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. […]
Customer Experience (CX), the powerhouse of business growth across industries, is a competitive advantage that every organisation needs today. According to Gartner, almost 90 per cent of companies have a CXO as compared to the 65 per cent in 2017. With hundreds of books in the markets and keynote speeches on CX, there is no […]
Ron Kaufman is a global service consultant, speaker and educator who specialises in building uplifting service cultures with company leaders. Through his consultancy Uplifting Service, he has worked with brands like Coca Cola, HP, Microsoft and many more. In addition, he has written over 15 books, of which the latest one, UPLIFTING SERVICE: The Proven […]
Sprinklr announced that Mashreq – a leading financial institution in the United Arab Emirates – is using Sprinklr Modern Care, Modern Sales & Engagement, and Modern Research to advance its customer-centric and client-focused strategies. Mashreq joins other leading financial institutions worldwide that are using Sprinklr as a core element of their digital customer experience management […]
Despite the rapid migration to eCommerce, companies realise that customers still wish to go to in-store locations that include elements of online shopping. Abdel loves shoes and shopping. The only hiccup that dampens his spirits is the long wait for the store employees to find his size. But now, he can reserve his shoes online, […]
Colin Shaw is recognised as one of the World’s Top 150 Business Influencers. As the Founder and CEO of Beyond Philosophy, he helps organisations improve their Customer Experience (CX) by identifying the hidden, unmet needs of customers. Colin has written seven bestsellers on customer-driven strategies, including Unlocking the Hidden Customer Experience: Short Stories of Remarkable […]
Marketers use various tools to track successes and failures, a number of marketers also face challenges while choosing technology that maximises value and increases ROI. What makes selecting elements of a MarTech stack challenging? What should marketers keep in mind when creating the perfect stack for their business? When it comes to understanding consumers, marketers […]
