Based on extensive research and packed with practical insights, our 2017 report is essential reading for anyone who wants to understand how to use CX as a mechanism for superior profitability.
Customer experience remains a top priority for every forward-thinking telco. But delivering a seamless customer experience in an increasingly connected world is no simple endeavour. This report provides valuable insights and a deeper understanding of global best practices and key trends that will enhance the ongoing efforts of telco's to create a better customer experience.
In the wake of Brexit and its economic impact, businesses look to protect themselves. They face tough decisions – many are making cost cuts – but they would be wise to pause for thought.
Insurance has traditionally been a transactional and commoditized sector where it is difficult to sustain customer engagement outside a claim or renewal. But insurers are acutely aware that it must change.
The future of customer experience measurement is rooted in the collection of data in new and exciting ways, but also in recognising that CXM has the power to influence business change and growth.
The future of customer experience measurement (CXM) as a concept, is its positioning as an integrated data-gathering framework to enable decision-making within organisations.
It could be argued that customer expectations are increasing at a faster rate than ever before. This can be problematic when devising a customer experience strategy.
There are many moments that have the power to make or break a B2B relationship. The Six Pillars should never be neglected when B2B organisations are looking to rejuvenate their customer experience design.
The principles of The Six Pillars are essential for customer journey mapping in both the digital and human world. Identifying these hotspots, and planning for them, means that brands are better equipped for delivering customer experience best practice.
5 minute read
by Tim Knight, David Conway
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