Forrester Digital Transformation

DECEMBER 7, 2022

I’m pleased to share that on November 1, 2022, I joined Forrester’s Customer Experience (CX) team reporting to Rick Parrish. Now, this doesn’t mean that […].

Service 130

Service 130

Groove Technology

APRIL 3, 2023

Introduction to Anypoint Platform In today’s competitive business landscape, customer experience (CX) is a critical differentiator. Businesses are constantly seeking ways to enhance their customer interactions, and the Anypoint Platform by MuleSoft is a powerful tool to achieve this. Why Improve Customer Experience?

Flexibility 130

Flexibility Analytics Service Outsourcing 130

IBM Services

JANUARY 19, 2024

The future of customer experience (CX) is more : more data, more technology, more surprising and delighting. It’s also more pressure to retain those customers, whether those interactions happen online or in-store. As customer expectations and habits change, so too must the CX that organizations provide.

Design 91

Design Customer Service Service Marketing 91

IBM Services

FEBRUARY 12, 2024

Customer experience (CX) defines a customer’s journey with a company, including both direct and indirect touchpoints. Businesses that place the emotional needs of the buyer persona at the forefront of the customer experience strategy fosters great relationships. We’re #2.”

E-Commerce 75

E-Commerce Customer Support Design Marketing 75

3Pillar Global

MAY 18, 2023

While companies claimed the “secret sauce” to winning over customers depended solely on the quality of their service or product offerings in the past, this no longer holds true. Now, a far more important success factor has emerged—delivering the best possible customer experience. One example of this is the banking industry.

Banking 98

Banking Automation Out-Tasking Marketing 98

IBM Services

JANUARY 25, 2024

Organizations that provide an excellent customer experience (CX) can improve sales revenues by 2 to 7 percent and profitability by 1 to 2 percent, according to McKinsey. Focusing on good CX can increase customer satisfaction and drive more meaningful customer interactions, ultimately increasing sales and customer retention.

E-Commerce 72

E-Commerce Retail Right-Sizing Customer Service 72

Perficient Digital Transformation

NOVEMBER 14, 2023

Consent management plays a crucial role in meeting these requirements and maintaining customer trust. How Consent Management Impacts Customer Experience Consent management goes beyond compliance with data privacy regulations; it also plays a crucial role in enhancing the overall customer experience.

Management 98

Management Advisory Regulations Automation 98

Forrester Digital Transformation

NOVEMBER 22, 2021

The new PMA has three priorities: employee experience, customer experience, and managing the business of government. In this blog post I evaluate the CX priority and offer advice to implement it.

Management 246

Management Government 246

IBM Services

FEBRUARY 12, 2024

An evolution of customer experience (CX) was to be expected. Throughout modern history, organizations have encountered internal and external challenges that changed how they interact with customers and how customers view those organizations. Customer needs changed. Customer retention is difficult to keep high.

E-Commerce 100

E-Commerce Retail Manufacturing Analytics 100

Forrester Digital Transformation

NOVEMBER 4, 2021

Forrester has launched a new feature in its FeedbackNow platform that lets brands move into the predictive era of customer experience. Learn more here.

Management 173

Management Customer Service Service 173

Forrester Digital Transformation

OCTOBER 26, 2021

In 2022, brands will look to customer experience teams to help them navigate their way through the pandemic. Find out more.

Management 130

Management 130

Perficient Digital Transformation

JANUARY 31, 2024

Similarly, Customer Experience professionals looking to uplevel consumer engagement and redefine what’s possible looked to AI and Machine Learning to build new experiences. Today, CX and UX teams create predictive, adaptive, and intuitive experiences that act in ways that delight and amaze customers.

Retail 98

Retail Customer Service Design Efficiency 98

Forrester Digital Transformation

APRIL 7, 2022

It’s 2022 but there are still an alarming number of companies that focus on everything but customer experience. Let's look at the systemic issues behind this lack of focus.

Design 130

Design Management 130

Forrester Digital Transformation

OCTOBER 19, 2021

Guide your holiday logistics planning around: 1) speed; 2) fulfillment options; and 3) transparency to create seamless and stellar experiences for your customers. Speed, Options, And Transparency Should Guide Holiday-Season Planning Retailers, get ahead of the holiday-season chaos and prepare your order management processes.

Order Management 246

Order Management Management Retail Marketing 246

Raya Contact Center

APRIL 19, 2024

Cairo, Egypt, 17th of April 2024: Raya Customer Experience (RCX), a leading BPO company, is pleased to announce the appointment of Alaa ElKhishen as its new Chief Executive Officer (CEO), effective April 2024. About RAYA CX RAYA CX provides next-generation customer support on behalf of clients across verticals.

BPO 64

BPO Business Process Outsourcing Outsourcing Administrative 64

Perficient Digital Transformation

APRIL 23, 2024

This is what we call Global Depth.

Flexibility 52

Flexibility Automation Collaborations Service 52

31 West

APRIL 22, 2022

There are a lot of important metrics and KPIs (key performance indicators) that can help businesses figure out how trustworthy they are to their customers. To figure out how happy customers are with a company and how many people have had a good experience with them, it is important to use the most well-known and standard CX metrics.

Out-Tasking 130

Out-Tasking Sales Customer Service Service 130

Everest Group

JANUARY 22, 2024

Generative Artificial Intelligence (AI) is poised to revolutionize customer experience management (CXM) by creating personalized, empathetic, and more fulfilling experiences that drive brand loyalty and business growth.

Management 64

Management Regulations Sales Banking 64

Forrester Digital Transformation

MARCH 15, 2022

Luxury brands continue to grapple with their evolving digital go-to-market strategies in the face of ingrained traditions, placing a premium on the in-store customer experience. But it is not a case of digital versus store.

Marketing 130

Marketing Retail 130

Influx

FEBRUARY 1, 2024

We’re on a mission to make your customers happier and your working life simple, 24/7. Learn more about how it works → How do you acquire new customers? An exceptional CX is characterized by the overall satisfaction, positive emotions, and lasting impressions that customers have after interacting with a business.

Customer Support 52

Customer Support Customer Service Service Software 52

Forrester Digital Transformation

JUNE 9, 2022

Forrester’s Customer Experience Benchmark Survey, Canada Consumers, 2022, reveals that CX quality in Canada has slipped in 2022 following several years of stability.

Analytics 130

Analytics Management 130

Forrester Digital Transformation

OCTOBER 18, 2021

Forrester surveyed customers of the 32 of the largest and most important auto and home insurance brands in France, Germany, Italy, Spain, and the UK about the quality of their experiences as a part of our European Auto And Home Insurers Customer Experience Index, 2021.

Insurance 130

Insurance 130

V-Soft Consulting

AUGUST 3, 2023

Customer experience has become a key differentiator for success. In fact, according to Dimension Data, more than 80% of organizations consider customer experience as a competitive differentiator and around the same number of consumers say they consider experience as essential as a part of the services the company offers.

Analytics 98

Analytics Service Customer Service 98

Everest Group

MARCH 6, 2024

Discover the upcoming locations for customer experience management delivery in Africa, Latin America, and the Asia-Pacific region.

Management 59

Management Marketing BPO Outsourcing 59

Zinnov

AUGUST 8, 2023

With Gen Z characteristic traits such as voracious appetite for seamless connectivity, personalized experiences, and instant gratification pushing today’s businesses to new heights, it is also prompting never-before-seen experiences, and a round-the-clock customer service experience.

Customer Service 98

Customer Service Analytics Automation Customer Support 98

McKinsey and Company

JANUARY 18, 2022

The COVID-19 pandemic has highlighted the necessity to center customer experience in dealings with government agencies. This benefits customers, government employees, and agencies’ reputations alike.

Government 111

Government 111

IBM Services

DECEMBER 20, 2023

Customer experience strategy (CX strategy) is when organizations optimize customer engagements to create happy customers, drive customer loyalty and help to recruit new customers. Providing a better customer experience takes into consideration the entire customer journey and every customer touch-point.

Customer Service 68

Customer Service Customer Support Service Sales 68

Forrester Digital Transformation

MAY 26, 2022

Forrester defines RTIM as: Enterprise marketing technology that delivers contextually relevant experiences, value, and utility at the appropriate moment in the customer lifecycle via preferred customer touchpoints. RTIM enables next best experience (NBX) decision-making in the face of changing […].

Management 130

Management Marketing 130

IBM Services

OCTOBER 11, 2023

This operations manager understood the importance of catering to their loyal customer base, some of whom resided in different time zones. In their quest to provide exceptional service, they faced a challenge—how to ensure that customers could place orders as soon as new shipments of their artisanal products arrived. Click Create.

Sourcing 90

Sourcing Streamline Operations Accounting Service 90

IBM Services

FEBRUARY 15, 2024

Their approach to leveraging technology to boost both employee and consumer experiences varies by brand, yet some industry-wide themes are becoming apparent—especially with shifts in consumer habits and generational behaviors. The magic just doesn’t happen.

Retail 65

Retail Management Service 65

VXI

AUGUST 17, 2021

Nothing quite defines the future of customer service than customer experience agility. Transposing this to the Business Process Outsourcing (BPO) industry terms, customer experience (CX) agility is the ability of the service provider to swiftly mobilize tactics and adapt to the volatile and ever-changing customer environment.

Customer Service 105

Customer Service Service BPO Business Process Outsourcing 105

Simplr

FEBRUARY 22, 2022

The technologies and processes behind customer service have changed dramatically over the years, yet the messaging and mindset around customer experience roles remains disproportionately unaffected. But what exactly does it mean to redefine customer experience? REGISTER NOW. About CXLife.

Customer Service 105

Customer Service Service 105

McKinsey and Company

MARCH 17, 2022

To successfully enhance customer experience, companies need to build the right organizational capabilities and culture to plan, execute, and sustain the transformation.

Sales 101

Sales Management Marketing 101

Forrester Digital Transformation

JUNE 6, 2022

Forrester’s Customer Experience Benchmark Survey, US Consumers, 2022, reveals that CX quality in the US has fallen back to early-2020 levels, reversing gains made in 2021.

Supply Chain Management 130

Supply Chain Management Analytics Management 130