In today’s competitive landscape, demonstrating the ROI and business impact of CX initiatives is crucial. But it can be challenging to quantify the impact of customer experience on the bottom …
Nespresso has harnessed the power of chatbots to elevate customer interactions and has also employed AI to optimise employee training and knowledge management. Mark Atterby from CXFocus talks to Heather …
Mark Atterby, Editor of CXFocus, recently interviewed Ledi Lapaj, Director Customer Experience Bank-al-Etihad, who is the international keynote speaker for the CX Retreat in October. Ledi explains the customer centric …
A new study by CX Network has identified convenience as the paramount customer behaviour shaping the strategies of customer experience (CX) professionals in 2024. This dramatic shift, up from fourth …
The marketing landscape is evolving rapidly, driven by technological advancements, shifting consumer behaviours, and heightened expectations. To thrive in this dynamic environment, marketers must prioritise a combination of strategic, technological, …
Ever felt frustrated by a chatbot that just doesn’t seem to get what you’re saying? You’re not alone. Traditional chatbots often struggle with natural language and can misinterpret even simple …
At its X4 event In Sydney last week, Qualtrics revealed its vision and roadmap for the future development of its products. That vision firmly embraces AI and the capabilities it …
For 15 years, Rebecca Burns, General Manager, Support at MYOB, has demonstrated her passion for customer experience (CX) and success. Throughout her career in customer success and project management, she …
For years, omnichannel customer experience (CX) has been the holy grail. But the way customers interact with businesses is changing. They don’t think in terms of channels – website, app, …
It’s easy to get caught up in the efficiency and automation that technology offers. But what about the human element? How do we ensure that empathy and a positive human …