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Reports

February 20, 2017 by
Forrester
A customer-centric culture is a system of shared values and behaviours that focus employees’ activity on improving the customer experience in order to win, serve, and retain customers. Everyone knows that embedding customer obsession into an organisation’s culture matters. Ninety-seven percent of respondents to a Forrester survey said that their
February 6, 2017 by Zarina de Ruiter
Customer Loyalty Challenges Telecoms
Long-term customer loyalty is the holy grail for many companies, but it’s often easier said than done. And in no industry is this, arguably, more challenging than within telecoms. With a highly competitive market, mergers and acquisitions impacting upon brand identity, customer service not always being best-in-class, and customers switching
December 12, 2016 by Zarina de Ruiter
customer experience predictions trends 2017
With the year drawing to a close, we sat down with a panel of experts from the likes of Facebook, Forrester, Bang & Olufsen, O2, and many more to look at the biggest topics that will be making waves within customer experience in 2017 – and beyond. Customer Experience Predictions for 2017 looks at how more established subjects such as omni-
Tags: cx | trends | predictions
November 28, 2016 by IQPC Editorial Team
Customer Insight Data Analytics Multi-Channel Contact Centre
We are in a new age of the contact centre. We’re living in a multi-channel world where the customer has never been more vocal and digital channels provide a platform for constant feedback – both positive and negative. But what does this new environment mean for quality assurance (QA)? How do you define quality in this fast-paced digital age and
November 21, 2016 by
Amazon First Direct John Lewis Atom Bank Winning Strategies Customer Experience
We’ve all heard the same organisations pop up time and time again when people discuss the brands that have the best customer experience; Amazon, first direct, John Lewis, USAA and Disney, to name but a few.SEE ALSO: 3 Lessons From Amazon's Jess Bezos to Improve Your Customer Experience They consistently score highly in reports from the likes
November 16, 2016 by Victor Milligan
forrester
Human emotion is a primary driver of how people feel about brands and the extent to which those feelings — along with needs/wants — drive spend. This basic reality sits underneath customer experience (CX) initiatives, as one of CX’s core objectives is to design experiences that evoke emotions that drive affinity and spend.SEE ALSO: The Customer
November 14, 2016 by Zarina de Ruiter
The Big Book of Customer Insight, Data & Analytics
Customer insight, data & analytics have become an imperative part of customer experience. With constantly rising customer expectations and an increasing demand for a quicker service, more channel choice and a highly personalised interaction, the only way you can achieve all three of these and ensure you’re providing an excellent CX is by truly
September 19, 2016 by Ingrid Lindberg
Key Steps for Customer Experience Leaders to Gain Senior Management Buy-In
It seems so simple. There is a huge customer need and you have a solution. Getting money to fix it should be easy, right? Unfortunately, that fairy tale world isn’t the one that most customer experience practitioners live in. Most of us are fighting for dollars against everything, from data security needs to foundational operational requirements
September 12, 2016 by
forrester exclusive customer experiencr revenue growth europe
Recent research by Forrester in the US showed that superior customer experience (CX) drives superior revenue growth when customers are free to switch their business and competitors offer differentiated CX. Does that relationship hold true in Europe as well?To find out, Forrester compared the revenue growth of European companies with superior
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August 22, 2016 by Zarina de Ruiter
What is the Role of the Chief Digital Officer CDO in a Saturated C-Suite?
The digital revolution hasn’t only changed the tools, processes and channels organisations use, but it has fundamentally changed the way they do business and interact with their customers. SEE ALSO: How to Capitalise on the Digital Disruption Impacting Customer Experience Rather than having an isolated digital strategy to ensure you stay ahead