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Customer Experience

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

345 results
of 32
Contributor: Matt Willden
Posted: 08/31/2017
How Amazon applies learnings in CX to employee experience
In early 2015 I was asked to begin building a new team in Amazon’s HR Shared Services department focused on measuring and developing the way employees experience our services. I admit that the initial charter was somewhat daunting – to benchmark Amazon’s external customer experience and re-tool it to focus on creating a bar-raising experience for e Full Content »
Contributor: Colin Shaw
Posted: 08/30/2017
The magic of Disney: The secret to its status as a CX leader
CX expert and blogger Colin Shaw says that a quality customer experience like Disney’s relies on constant technological innovation At their parks and resorts, Disney use the phrase ‘the magic of Disney’ to describe what they create for their guests. Ordinarily we would call it ‘customer experience’, yet this somehow seems inadequate. You don’t bec Full Content »
Contributor: Colin Shaw
Posted: 08/14/2017
Do you know where your customer experience starts and stops?
CX expert and blogger Colin Shaw says that the experience your customers have starts long before the initial direct interaction, so how do you optimise the journey from that very first moment? Customer experience is a process customers go through during their interaction with your company. It begins long before any direct contact has taken place a Full Content »
Contributor: Zarina de Ruiter
Posted: 08/10/2017
Ten inspirational quotes from CX thought leaders
Check out these quotes from our recent podcast interviews to inspire you on your CX journey Over the past few months you’ve had the chance to listen to insightful and in-depth interviews with a range of industry leaders in our podcasts with host Seth Adler. To celebrate the first ten interviews having gone live in our podcast theatre, we’ve taken Full Content »
Contributor: Zarina de Ruiter
Posted: 08/09/2017
Consumer appetite for chatbot experiences on the rise
New survey reveals that 83 per cent of consumers would be more loyal to a brand offering a chatbot to check order status and product research Artificial intelligence (AI) and chatbots are a hot topic within customer experience, but how valuable do consumers really find interactions with these new technologies? SEE ALSO: What role will AI play int Full Content »
Contributor: Seth Adler
Posted: 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 N Full Content »
Contributor: Gustavo Imhof
Posted: 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 thi Full Content »
Contributor: Sarah Lattouf
Posted: 07/27/2017
Podcast
The series of CX Network podcasts has already been recognised as one of the leading customer experience podcasts globally CX Network has launched a dedicated podcast theatre, which sees the publication of a new thought leading and personal podcast with an industry leader each week. The series offers listeners access to executives’ insights on-the- Full Content »
Contributor: Colin Shaw
Posted: 07/26/2017
CCO
CX expert and blogger Colin Shaw’s top tips for CCOs to help drive a company-wide customer experience focus The role of a Chief Customer Officer (CCO) is to represent the customer at the executive level – and to ensure that customer experience is at the forefront of a company’s concerns. But such a mandate can be at odds with a company’s underlyin Full Content »
Posted: 07/20/2017
How TM Lewin’s is improving their CX through multi-channel
Keith Nesbitt is the Chief Operating Officer of tailoring chain TM Lewin. In a presentation at the Customer Experience Exchange for Retail he spoke about the opportunities of implementing multi-channel customer initiatives to maximise the In-store experience and how they’re planning to improve their customer experience by keeping multi-channel fro Full Content »
Contributor: Rob Walker
Posted: 07/19/2017
What role will AI play in the future of customer experience?
Artificial intelligence is a real industry buzzword right now, but what are the true challenges and opportunities within this field for CX? Artificial intelligence (AI) is the term on everybody’s lips at the moment, having moved in recent years beyond the realms of science fiction into mainstream consciousness. Companies everywhere are seeking to Full Content »
345 results
of 32