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Customer Experience

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

347 results
of 32
Contributor: Gustavo Imhof
Posted: 09/25/2017
The 3rd generation of FinTech is fantastic news for customer experience in niche segments, says CX expert Gustavo Imhof. The surge of technology-savvy and customer-centric entrants in the financial services industry has caused great disruption in the market, forcing the industry as a whole to enhance experiences delivered to customers – putting t Full Content »
Contributor: Seth Adler
Posted: 09/21/2017
Rod Johnson
In this in-depth podcast interview, the SVP of Service Operations discusses customers’ interactions with agents in person, on phones and digitally EPISODE OVERVIEW: Rod Johnson, Senior Vice President of Service Operations at Farmer’s Insurance, joins CX Network podcast theatre host Seth Adler in this week’s episode. Johnson says that he’s respons Full Content »
Contributor: Zarina de Ruiter
Posted: 09/20/2017
New research into the intelligent enterprise reveals the biggest trends and challenges to impact the CX industry by 2020 CX Network, a leading online community for global customer experience (CX), service, insight, digital and marketing practitioners, is to publish a ground-breaking report in October 2017 on the role of intelligent enterprise (IE) Full Content »
Contributor: Seth Adler
Posted: 09/19/2017
Kristin Guthrie
It’s not about getting more data but it’s about getting the right data, the VP Customer Experience further explains. EPISODE OVERVIEW: Kristin Guthrie, VP Customer Experience at ICW Group, joins CX Network podcast theatre host Seth Adler to discuss the importance that realising the long pole in the tent is your data. The very first person she hir Full Content »
Posted: 09/18/2017
How can you move your digital analytics strategy from delivering value in isolation to a fully integrated personalised approach? Digital intelligence is the practice of coordinating and directing investment, operation and technology to optimise customer engagements at scale using insights that come from a holistic understanding of customers and th Full Content »
Contributor: Seth Adler
Posted: 09/14/2017
This in-depth podcast interview also delves into what merchants can do to improve their customer’s experience EPISODE OVERVIEW: Celebrated author, Paco Underhill joins CX Network podcast theatre host Seth Adler today. He shares that when he was doing research for commercial zoning issues for cities on the roof of the SeaFirst Bank building in Sea Full Content »
Contributor: Zarina de Ruiter
Posted: 09/13/2017
Artificial intelligence is allowing customer interactions to become swifter and more efficient, but how do you ensure you don’t lose the human input and personal touch of the experience? Michael Housman is Chief Science Officer and co-founder of live chat platform RapportBoost.AI. Prior to founding the company he spent nearly a decade architecting Full Content »
Contributor: Katie Sadler
Posted: 09/12/2017
Artificial intelligence
The beverage industry embraces artificial intelligence to develop services through chatbot capabilities Coca-Cola (NYSE:KO) has been working on a new smart vending machine, which uses artificial intelligence (AI) to power its customer experience. The revamped vending machine, due to initially launch in New Zealand, allows the beverage company to o Full Content »
Contributor: Zarina de Ruiter
Posted: 09/06/2017
IBM’s Brian Kaminski joins Conversica as Chief Customer Officer
Kaminski’s responsibilities as CCO will include delivering a seamless customer onboarding experience and creating exceptional value for customers. More and more companies are hiring Chief Customer Officers (CCO) to head up their customer experience capabilities, and the latest to join the line-up is Conversica, a provider of AI-driven lead engagem Full Content »
Contributor: Mike Ashton
Posted: 09/05/2017
Total CX transformation: Collaboration is the name of the game
Customer experience expert Mike Ashton discusses the importance of inspiring and involving staff in development and delivery of a CX transformation. In this series of articles we’ve looked at the process of creating value by delivering powerful and distinctive customer experiences; experiences that solve problems and make life easier. We’ve seen h Full Content »
Contributor: Zarina de Ruiter
Posted: 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, prog Full Content »
347 results
of 32