Digital
Digital customer experience is the sum of all interactions and touchpoints a customer has with a brand online. Consumers increasingly rely on digital platforms for shopping, communication, and entertainment, therefore crafting seamless and engaging digital CX has become imperative for businesses.
This encompasses everything from a user-friendly website or app interface to personalized recommendations, efficient customer service chatbots, and streamlined checkout processes. A well-executed digital CX strategy not only enhances customer satisfaction but also drives customer loyalty and advocacy.
Explore how businesses are adapting to digital transformation with the resources below.
A Comprehensive eBook on Insights of Contact Centers Experts
November 18 by CX NetworkCustomer service leaders explain how their contact centers achieved growth with key customer engagement metrics
Golden rules for digital CX transformation
November 11 by Olivia PowellIain Langridge, product and customer leader at Amazon Games shares his top tips for successful digital transformation
Using psychographics to influence customer behavior
November 09 by Olivia PowellMillie Gillon, MD and global head of CX at Standard Chartered Bank, explains what psychographics are and how they can be used to understand consumer behavior
Drive employee engagement by building value beyond wages
November 08 by Olivia PowellSandra de Zoysa, group chief customer officer at Dialog Axiata, shares how to make sure employees are engaged and motivated
Using trust to increase employee empowerment
November 04 by Olivia PowellCaren Cheng, head of customers, fulfillment and product development at DiGi Telecommunications shares her strategy for employee empowerment
Prevent The Great Resignation by increasing employee loyalty
November 03 by Olivia PowellBruce Temkin, head of the Qualtrics XM Institute, explains how companies can increase employee engagement to help retain their most impactful talent
More than 30 per cent of CX professionals surveyed admit to reaching out to the wrong customer
October 29 by CX NetworkRecent research saw almost a third of CX and marketing professionals surveyed admit to reaching out to the wrong customer because of poor customer identity management
Stay close to your customers for CX success
October 28 by Olivia PowellAndré Grandt, customer experience chapter lead at Roche, shares his golden rule for success in digital CX
Actioning Customer Data for VoC Success
October 15 by Olivia PowellAmelia Maye, VoC lead at AustralianSuper, on why automating processes is key to VoC success
Customer behavior reveals need for sustainability
October 06 by Olivia PowellCustomer engagement trends suggest that companies must become more sustainable or risk losing market share
Using Voice of the Customer to empower change
October 04 by Olivia PowellJessica Dawson, associate director of customer sentiment and insights at Optus, talks with CX Network about her experience using VoC to empower CX practitioners
The Global State of Customer Experience in 2021
September 30 by Chanice HenryInsights from more than 200 customer experience management experts mapping market opportunities and hurdles over recent months and forecasts for the remainder of 2020