Customer Experience

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

430 results
of 40
Contributor: Vicky Katsabaris
Posted: Mon, 04/23/2018
Prediction
Most businesses are aware of the importance of managing the customer experience (CX). However, while 80 per cent of CEOs believe their company offers exceptional CX, just eight per cent of their customers agree.Organisations need to differentiate on CX because nine out of 10 customers are willing to pay significantly more for a better experience.... Full Content »
Contributor: Zarina de Ruiter
Posted: Wed, 04/18/2018
Alex Genov Zappos
In this interview, Alex Genov reveals the most overrated industry buzzword, the best experience he has received and the biggest learning on his journey so far.Alex Genov is the Head of Customer Research at US online shoe and clothes retailer Zappos, which is known for its exceptional customer experience.   Genov is an experienced customer... Full Content »
Contributor: Zarina de Ruiter
Posted: Tue, 04/17/2018
Podcast
Podcasts are more popular than ever before, but what are the best series to get stuck into for CX and leadership inspiration?Podcasts are a convenient way of consuming information on-the-go. Whether you’re stuck in traffic on your way to and from work, ploughing through endless exercises in the gym, or spending hours every day on public transport... Full Content »
Contributor: Seth Adler
Posted: Thu, 04/12/2018
Marc McAllister
Podcast interview with the VP and MD of the International Markets on the Harley Davidson experience beyond the machine. EPISODE OVERVIEW: Marc McAllister is the Vice President and Managing Director of the International Markets for Harley Davidson. In this week’s CX Network podcast with host Seth Adler, he shares that he’s responsible for a good... Full Content »
Contributor: Gustavo Imhof
Posted: Tue, 04/10/2018
Banking
To truly thrive, banks need to provide value beyond handling money, delivering a transformational customer experience. Joe Pine and James Gilmore pioneered customer experience with The Experience Economy. In this book, they share four stages to economy value: commodities, products, services and experiences.Banks are on the verge of the highest... Full Content »
Contributor: Seth Adler
Posted: Thu, 04/05/2018
Sally Toister
Podcast interview with the Senior Director of Operational Excellence on the importance of balancing a focus on CX with the focus on the bottom line. EPISODE OVERVIEW: Sally Toister is the Senior Director of Operational Excellence, Six Sigma – US & Canada for Marriott Hotels. She joins host Seth Adler in the CX Network podcast theatre and... Full Content »
Contributor: Zarina de Ruiter
Posted: Tue, 04/03/2018
Alex Genov Zappos
“We’ve been obsessed with our customers’ happiness from day 1,” says the online retailer’s Head of Customer Research. Alex Genov is the Head of Customer Research at US online shoe and clothes retailer Zappos, which is known for its exceptional customer experience. Genov is an experienced customer research professional who applies his... Full Content »
Contributor: Seth Adler
Posted: Thu, 03/29/2018
voice of the customer
Podcast interview with Citi’s Director of Customer Listening and Engagement on capturing customer’s behaviours to solve a problem before it becomes one. EPISODE OVERVIEW: Michelle Brigman is a Director of Customer Listening and Engagement for Citi. She joins host Seth Adler this week for an in-depth podcast in which she shares that we all know... Full Content »
Contributor: Zarina de Ruiter
Posted: Tue, 03/27/2018
survey
The annual in-depth research dissects the future of the customer experience landscape. What are the biggest trends, challenges and investments that will impact customer experience in 2018? Chatbots? Personalisation? Culture change? Omni-channel? Speech and text analytics? One of our biggest and most popular reports in the past year was... Full Content »
Contributor: Seth Adler
Posted: Thu, 03/22/2018
Chris Dotson EA
The Global Director, Player Experience Protection, Worldwide Customer Experience at EA shares how they ensure that players don’t just have a great in-game experience but that they also optimise it around the entire game. EPISODE OVERVIEW: Chris Dotson is the Global Director, Player Experience Protection, Worldwide Customer Experience at... Full Content »
Contributor: CX Network
Posted: Tue, 03/20/2018
digital
Rooms To Go is a major US independent furniture retailer. The company employs nearly 7000 members of staff across 11 US states and turning over $1.5 Billion in sales, annually. Since its inception in 1991, Rooms To Go has offered customers the opportunity to purchase an entire room for their home; everything from furniture, accessories right down... Full Content »
430 results
of 40