319 article results
of 28
January 11, 2017 by Jonathon Little
Data Law
Jonathon Little, Partner at Jones Day, talks about what changing data Protection laws mean for global customer experience and insight professionals. 2016 has been a big year for data privacy. After more than four years of consideration, the EU has implemented a fundamental review of its data protection laws. Consequently, an updated regime will
Tags: data | law | regulation
January 9, 2017 by Paul Sands
Customer Experience 2017: Phygital Goes Mainstream
Paul Sands, Director of Retail Development and Customer Experience at Bang and Olufsen and a CX Network Advisory Board member, predicts that one of the biggest trends for CX in 2017 is that ‘phygital’ will become more mainstream. It’s a buzzword so contrived it might make you itch, but one that we had all better get used to. Phygital refers to a
January 2, 2017 by Ian Miller
7 Tips for Delivering Customer Service Excellence
Can your company or organisation really deliver excellence to your customers? Now, more than ever is the time to try. Customer service excellence is nowhere near as challenging as people think, but an alarming number of companies don’t bother worrying about it. They either don’t understand how greatly it affects their profits, or they just don’t
December 19, 2016 by Mike Ashton
Customer Experience Transition:  Turning Data Into Action
Customer experience expert Mike Ashton shares 5 practical and proven suggestions on how to harness customer data to transform customer experience and avoid vital insight slipping through the cracks. Companies invest heavily to measure customer reaction to the service experience they deliver and frequently obsess over the results. Yet in so many
December 14, 2016 by Radhika Jindal
Customer Experience Transformation: Financial Services
The 6th Annual Customer Experience Transformation: Financial Services assembled CX leaders from across the financial services sector, who shared their insights on keeping up with evolving consumer demands and digitalisation of this traditional industry. The event tackled major CX challenges and provided innovative ideas to develop and tailor a
December 7, 2016 by Zarina de Ruiter
What are the biggest trends, challenges and investments that will impact customer experience, service, insight, digital and marketing in 2017? Virtual reality? Biometrics? Omni-channel? Self-service? AI? Emotional Engagement? Retargeting? One of our biggest and most popular reports this year was The Global State of Customer Experience 2016. The
November 30, 2016 by Mark Middlebrook
Customer Engagement Email Marketing Automation
When a customer becomes a client for the first time after buying a product or service, many companies neglect to establish ongoing touch points within the first 90-180 days. Email marketing automation can help setup and run multiple common and sophisticated conversations with the client in order to keep them engaged with the company or sales
November 23, 2016 by Innovation Management
Culture Innovation Customer Experience
In a field centred around fresh, outside-the-box thinking, it is no wonder that there is such a broad range of definitions for the term innovation. Creating a clear-cut definition for the term is critical in shaping the culture of innovation at your organisation and will help you determine which resources to allocate to your innovation and
November 18, 2016 by Zarina de Ruiter
cx network editorial calendar
Download our 2017 Editorial Calendar for an overview of they key topic areas we’ll be covering throughout the year, as well as our monthly and quarterly in-house produced expert reports with which you can align your branding. We write the content, we deliver you the leads.
November 9, 2016 by Brian Solis
Digital Transformation Customer Experience
Brian Solis, Principal Analyst at Altimeter Group, discusses key findings from his report The 2016 State of Digital Transformation. Capturing the state of digital transformation has become a staple in my research agenda. Every two years, I survey executives around the world to understand where they are, where they aim to go, and what challenges
November 2, 2016 by IQPC Editorial Team
The CEM Telecoms Annual Report 2016
In advance of the CEM in Telecoms Global Summit, taking place in January 2017 in London, industry leaders from across the globe provide their insights into the initiatives optimising customer experience in their organisation. Download this report to learn about:A financial services approach to customer experience in telecomsThe dynamic evolution
319 article results
of 28