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Customer Experience

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

376 results
of 35
Contributor: Seth Adler
Posted: 11/21/2017
‘We want to make banking a delight for customers’
In this week’s podcast interview, the Head of Customer and Digital Experience, APAC & EMEA for Citi discusses their focus on becoming a customer-led organisation EPISODE OVERVIEW: This week, CX Network podcast theatre host Seth Adler is joined by the Head of Customer and Digital Experience, APAC & EMEA for Citi, Niamh Byrne. Her focus is Full Content »
Contributor: Zarina de Ruiter
Posted: 11/20/2017
CX in telecoms global benchmarking report 2018
The biggest customer experience trends, challenges and investments that will impact the telecoms industry in the next 12 months We are in the age of the customer. The acceleration of technological advancements have made customer experiences faster, more efficient and more memorable – and this has driven a change in customer behaviours and expectat Full Content »
Contributor: Zarina de Ruiter
Posted: 11/14/2017
Get ready for our customer experience predictions for 2018
Last year, CX Network and industry experts from the likes of Facebook, Heathrow Airport, O2, Atom Bank and Shop Direct predicted that key 2017 trends would be:Customers demanding an emotional connectionCulture change as a mission statementOmni-channel trumping multi-channelThe next level of data scienceVideo at the heart of everythingThe rise of ar Full Content »
Contributor: CX Network editorial team
Posted: 11/13/2017
A step-by-step guide for best practices when outsourcing contact center services
Despite the proliferation of contact channels available to customers nowadays, call centers haven’t gone anywhere. In fact, they’re only growing in popularity and expanding into full fledged contact centers that are no longer solely manning the phone lines but interact with customers through a variety of other touch points too. Outsourcing has gon Full Content »
Contributor: Zarina de Ruiter
Posted: 11/08/2017
personalisation
New research reveals that nearly a third of consumers are reluctant to share more than their name and email address with brands. The General Data Protection Regulation (GDPR) is set to come into force in May 2018, and will affect companies that have customers in EU countries (even if the organisation isn’t based there). There will be stricter rules Full Content »
Contributor: Seth Adler
Posted: 11/07/2017
Ted
In this week’s podcast interview, the drinks manufacturer’s Senior Director of Opex discusses the importance of value for a successful opex programme, and factors attribute to this. EPISODE OVERVIEW: This week, CX Network podcast theatre host Seth Adler is joined by the Senior Director of Operational Excellence – Global Shared Services at Coca-Co Full Content »
Contributor: Gustavo Imhof
Posted: 11/06/2017
customer
The latest tech is helping to streamline CX in the hospitality industry, but what are some of the key players to look at to create that unforgettable experience? There is no denying that over the past ten years technological advancements have taken up a much more prominent position across industries; from chatbots in customer contact centres to sm Full Content »
Posted: 11/03/2017
CX Live
Join this session with Andrew Mann, VP Insight Pricing CRM at Asda, to learn:The cultural barriers to using dataHow to remove those cultural barriersFour broad uses of data in organisationsGlobal case studies explaining how they are used Full Content »
Contributor: Seth Adler
Posted: 11/01/2017
Suzanne
In this week’s podcast interview, Suzanne Henricksen talks about the importance of exmployees fitting into the company culture, saying that skills can be taught but culture cannot EPISODE OVERVIEW: Suzanne Henricksen is Senior Director, Innovation Insights, Sense & Respond Insights, Burt's Bees Insights and Consumer Affairs at The Clorox Compa Full Content »
Contributor: Katie Sadler
Posted: 10/31/2017
Loyalty
Research reveals key drivers that keep consumers returning to brands time and time again The technology sector ranks top of the UK’s first Brand Loyalty Index, following a study that questioned 7,000 consumers on their loyalty towards household name brands within the food, drink, household and personal care, technology and supermarkets sectors. T Full Content »
Posted: 10/30/2017
CX Live
Is your data science strategy suffering from confusion, hype and failure to start? Many data science initiatives fail to launch because organisations do not understand the dependencies, people, process and technologies needed to make data science work for them. This is all the more challenging in large enterprises with legacy systems, technology co Full Content »
376 results
of 35