164 results
of 15
Contributor: CX Network
Posted: Thu, 02/08/2018
As communication channels expand and customer inquiries become more frequent and complex, customer care leaders are facing a tough question: ‘How do we deliver the best customer experiences to a market that wants to self-serve in digital channels, but still needs agent assistance in crucial moments?’ Today, big customer experience (CX)... Full Content »
Contributor: Seth Adler
Posted: Wed, 01/31/2018
Miao Song
In this week’s podcast, the Global Chief Information Officer at Mars Petcare talks about digital transformation and the impact on the customer experience. EPISODE OVERVIEW: Miao Song is the Global Chief Information Officer at Mars Petcare. In this week’s podcast with host Seth Adler, she shares her thoughts on the digital transformation journey... Full Content »
Contributor: CX Network
Posted: Tue, 01/16/2018
Learn how to utilise digital interaction data from multiple channels to deliver better customer experiences. If 2017 was the year of (digital) transformation then 2018 must be the year brands welcome in the “experience era”. In a fast-evolving digital world, our expectations are set by the innovators and disruptors we encounter in our everyday... Full Content »
Contributor: CX Network
Posted: Thu, 01/11/2018
Create a connected CX to increase engagement and customer lifetime value
Learn how to manage valuable digital brand assets across multiple channels and drive better customer engagement. In our digital age, organizations are seeking ways to reinvent how they market and strengthen their brand, manage their assets, and provide compelling customer experiences that reach the right customer – with the right content, at the... Full Content »
Contributor: Zarina de Ruiter
Posted: Mon, 12/18/2017
CX predictions
It’s that time of the year again where at CX Network we look deep into our crystal ball to predict the biggest trends, disrupters and changes that will impact customer experience in the 12 months ahead. Okay, it’s not quite as fantastical as that, we base our predictions on industry research and in-depth conversations with senior practitioners... Full Content »
Contributor: CX Network
Posted: Tue, 10/24/2017
Eliminate digital asset chaos with a rich media ecosystem
Learn how to manage valuable digital brand assets to multiple channels and devices and create better customer engagement along the way.  Everywhere you turn – whether working online, browsing your favourite print catalogue or simply strolling through a retail store saturated with revolving product ads embellished by video and music – you can... Full Content »
Contributor: Zarina de Ruiter
Posted: Tue, 10/10/2017
Aisling McCarthy
Bord Gáis Energy’s Head of Customer Experience says how their values of ‘simplicity, integrity and understanding’ help them deliver a better CX. Aisling McCarthy is Head of Customer Experience and Operational Improvement at Bord Gáis Energy, a dual fuel Irish utility company owned by Centrica. She has held senior leadership roles in customer... Full Content »
Contributor: Zarina de Ruiter
Posted: Mon, 09/04/2017
Three Ireland’s pursuit of the ultimate customer experience
Interview with Head of Transformation, Justin Conry, about CX, omni-channel, building a customer-first culture and how create a frictionless experience in the digital space. Justin Conry is currently Head of Transformation (CRM) for Three Ireland. He has 20 years of industry experience in senior roles leading change, CX, strategy and planning,... Full Content »
Contributor: Zarina de Ruiter
Posted: Tue, 08/22/2017
The global state of customer experience 2017
The biggest CX trends, challenges and investment priorities for the next 12-18 months With The Global State of Customer Experience 2016 being the most popular of CX Network’s reports last year, we conducted our in-depth research for the second year running through a comprehensive annual survey. We gauged the views of global customer experience... Full Content »
Contributor: Seth Adler
Posted: Tue, 08/08/2017
Podcast interview with Jennifer MacMenamin on utilising guest-centric terminology
How do you care for the fracture points in the digital experience you’re providing? Discover the solution in this week’s podcast interview. EPISODE OVERVIEW: Recorded at the Customer Experience Exchange for Retail, this week Jennifer MacMenamin, Director of Digital Solutions Guest Experience at a large American discount store retailer, joins CX... Full Content »
Contributor: Gustavo Imhof
Posted: Mon, 08/07/2017
Defining the new normal with AI: How the Nordics are transforming CX
What can global organisations learn from the AI-road being paved by Nordea and Nordic Choice Hotels? Every now and then, I find myself discussing with acquaintances a phenomenon I usually describe as “The Nordic Innovation Paradox”. Ask anyone in the streets, at the office or at home, what is the first thing that comes to their mind when they... Full Content »
164 results
of 15