Customer Experience

The latest customer experience (CX) content from CX Network, including reports, videos, news, podcasts and more.

403 results
of 37
Contributor: Seth Adler
Posted: Wed, 02/21/2018
Alvin Neo, IHH Healthcare/Parkway Pantai
In this week’s podcast, the Chief Marketing Officer of IHH Healthcare/Parkway Pantai talks about delivering a premium customer experience that matches expectations.   EPISODE OVERVIEW: Alvin Neo is the Chief Marketing Officer of IHH Healthcare/Parkway Pantai. In this week’s podcast interview with host Seth Adler he shares that his... Full Content »
Contributor: CX Network
Posted: Tue, 02/20/2018
self service
Self-service has become an integral component of journey design as the modern customer demands speed, accuracy and consistency across all support touchpoints. By incorporating elements of self-service into the design phase of journey mapping, companies are improving customer satisfaction on the one hand and their key business metrics on the... Full Content »
Contributor: CX Network
Posted: Mon, 02/19/2018
journey
In 2018, understanding your customers’ journeys as they interact with your brand across touchpoints and channels is paramount for driving optimal business results. But with so many disparate channels, tools and data sources accomplishing this can be a near-impossible task (with traditional analytics methods and tools, that is). In this... Full Content »
Contributor: Seth Adler
Posted: Tue, 02/13/2018
Thom Hacker
In this week’s podcast, the Director Online Contact Center at The Home Depot talks about his career to date and the importance of the associate-centric culture in his current role. EPISODE OVERVIEW: Thom Hacker is the Director Online Contact Center at The Home Depot. In this week’s podcast interview with host Seth Adler he says that the ‘h’... Full Content »
Contributor: CX Network
Posted: Fri, 02/09/2018
voc
Customer feedback surveys are essential for understanding what contributes to satisfaction and emotional engagement for your customers. Quantitative (choose an answer) and qualitative (open ended questions) will help you identify your core components of loyalty and sentiment. A Voice of the Customer (VOC) programme that includes customer surveys... Full Content »
Contributor: CX Network
Posted: Wed, 02/07/2018
customer journey
What are the most important issues that you should zero in on when examining your customer journeys? Knowing what to look for first can go a long way toward helping you get jump-started on implementing corrective action. Based on their experience in conducting customer journey mapping for leading global enterprises, Convergys discovered the... Full Content »
Contributor: CX Network
Posted: Wed, 02/07/2018
Comcast
Graham Tutton is the Vice President of Customer Insights at Comcast. In this interview he explains how they're using insights from customer and employee data to improve the customer experience, set CX strategy and encourage an enterprise-wide CX culture. Full Content »
Contributor: Gustavo Imhof
Posted: Tue, 02/06/2018
exp
This isn’t the year of futuristic innovations and a complete industry overhaul, 2018 is about customer experience maturity across the board.Year after year, we see people talking about the next 12 months as announcing a fantastic revolution, with innovation transforming life as we know it and redefining the standard in customer experience. There... Full Content »
Posted: Mon, 02/05/2018
insight
Drive action from customer feedback insight with a framework that creates a culture of CX optimisation. So many CX teams capture feedback from their customers, but are challenged to turn that insight into action. This whitepaper zeros in on this seemingly universal pain point by offering a comprehensive model for working with frontline employees... Full Content »
Contributor: Gustavo Imhof
Posted: Fri, 02/02/2018
feedback
It’s a new world of customer feedback measurement, but is it out with the old and in with the new, or can traditional and futuristic tech work alongside each other to paint a complete picture? Let’s face it, surveys have lost a lot of their popularities over the years. Decreasing response rates and an ever shorter attention span from customers... Full Content »
Contributor: Seth Adler
Posted: Wed, 01/24/2018
Ganesh
In this week’s podcast, the Senior Director of Global E-Commerce for Mondelez talks about the challenge of the brands going digital and partnerships with online platforms to help with this. EPISODE OVERVIEW: Ganesh Kashyap is the Senior Director of Global E-Commerce for one of the world’s largest snack companies, Mondelez. He joins host Seth Adler... Full Content »
403 results
of 37