Net Promoter Score – the root of all that’s wrong with customer surveys?
Well actually no! We must remember that Net Promoter Score or NPS for short is one of the forefathers of today’s short, intelligent and low effort surveys. Without which, many businesses would still...
View Article5 Tips for Achieving CX Success While Working Remotely
In the last month or so we’ve all seen our priorities and approaches to work upended. Our world is completely different than in it was just days and weeks ago. Our daily routines have changed, and so...
View ArticleAutomation To The Rescue: Optimise Your CX and Remote Workforce
The COVID-19 pandemic has demonstrated that many companies had not implemented an adequate business continuity strategy, resulting in a frantic rush to roll out technology that enables staff to work...
View ArticleAwards International and CXPA are Partnering in Advancing CX
Customer Experience Professional Association (CXPA) and Awards International are pleased to announce they have become Global Partners in Advancing CX. By supporting both companies’ values and services...
View ArticleCan We Really Be Productive In the Comfort of our Own Home?
All it takes is one major event or natural disaster to disrupt the way businesses operate, which can ultimately negatively impact productivity and the bottom line. These events can often prevent us...
View ArticleTraditional Customer Experience (CX) vs Meta Customer Experience (MCX): Are...
The father of Management thinking, Peter Drucker said: “The purpose of business is to create and keep a customer”. No matter if you are in B2B, B2C or government organisation, the goal is to sustain...
View ArticleThe Symbiosis of CX and EX: A Path To Human Experience
2020 – A global crisis or a valuable lesson? 2020 has been a tough year so far, but at the same time, it should be considered as a year of wisdom for professionals who choose to focus on the...
View ArticleSteps To Ensuring Sustainability and Customer Satisfaction
Sustainability generally is the continuity of a business now and in the future. It involves the ability to maintain or support an activity or process over the long term. Customer satisfaction plays an...
View ArticleThree Customer Experience Mistakes Result in Failure Even If You Design the...
Imagine having a conversation with your CX sponsor: “Dear CX sponsor, We defined our customer experience strategy with the help of the best strategy firm We deployed cutting edge technology to listen,...
View Article“Trust Me, I’m a Brand!” – What Exactly is The Value of Branding?
Brands are part of our everyday lives, fully entrenched. Many things can be branded, and we immediately think of products and services. But places too can be branded and yes, even religions are brands....
View ArticleLiving the Change: Continuous Transformation in the Experience Economy
We are living in non-linear times. In the past, we had enough time to learn and analyse events, in order to initiate actions in the present that will secure our future. Today, the problem is that when...
View ArticleKeeping Experience in Mind: The Neuropsychology Behind Customer Journey Maps
Brands are often missing one key piece of data that will bring them the greatest customer benefits. Typically brands know the age, gender, spend, location, online duration time, and basket contents of...
View ArticleNICE acquires MindTouch for advanced smart self-service
The CXM team reports that NICE announced the acquisition of the leading cloud-based CX knowledge management platform MindTouch. Through the action, NICE aims to enhance expertise in the customer...
View ArticleOutperforming competitors with a powerful brand purpose
When was the last time you smiled? A smile is a simple act that stimulates a chemical reaction in the brain, releasing a suite of ‘feel-good’ hormones. To cheer myself up, I occasionally look into the...
View ArticleBT partners with Cisco to deliver smooth hybrid working
With hybrid working being a new norm, enhancing voice and collaboration solutions for customers became a must for digital businesses. The CXM team reports on a new partnership between BT Wholesale and...
View ArticleThree ways to prioritize consumer well-being
We can only imagine the massive pressure consumers felt during the past year. Our lives changed dramatically with enforced remote work, homeschooling, job losses, and the social (and psychological)...
View ArticleHow smart technology is transforming our lives: An interview with Barry Cooper
In the last couple of years, we’ve witnessed a heavy boost in smart technology use. Some people are more thrilled than others, but we’re all talking about digitalization and wondering what the future...
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