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
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