Data & Analytics
Posted: 02/15/2017
Data Customer Contact Centres
In this content piece ahead of Customer Contact Week, we speak to Nicola Millard, Customer Insights & Futurology at BT, and Philip Purdy, Customer & Client Services Manager at Travelzoo, who discuss how data and analytics is impacting customer contact centres. Full Article »
Contributor: Tania Silva-Jones
Posted: 02/16/2017
CX TALK: Accor Hotels’ Devotion to Changing the Customer Experience
Mariana Machado is the Customer Behaviour Director at Accor Hotels. In an interview at the Customer Experience Exchange Europe she spoke about:The role of data in the wider customer experienceLinking CX initiatives with their business outcomesEnsuring experience consistency across the entire group of hotelsTheir devotion to changing the CX they're Full Video »
Contributor: Zarina de Ruiter
Posted: 10/04/2015
Podcast interview with James Frost, CMO of Worldpay UK, about the importance of data as part of a CX strategy and the trends that will define the industry in 2016. James Frost is the CMO of Worldpay UK, where he is responsible for the development and management of all marketing across the UK and Ireland – from sole traders to the largest Full Podcast »
Posted: 11/07/2016
NPS Data Customer Experience Success
Net Promoter Score (NPS) has become the most widely accepted measure of customer loyalty and retention. It is also the only customer experience metric proven to be a leading indicator of a company’s growth potential and financial health. For companies using NPS as part of their customer experience management (CEM) programme, one of the most common Full Whitepaper »