58 results
of 6
Contributor: CX Network
Posted: Tue, 01/16/2018
Learn how to utilise digital interaction data from multiple channels to deliver better customer experiences. If 2017 was the year of (digital) transformation then 2018 must be the year brands welcome in the “experience era”. In a fast-evolving digital world, our expectations are set by the innovators and disruptors we encounter in our everyday... Full Content »
Contributor: Seth Adler
Posted: Fri, 01/12/2018
Peter P
In this week’s CX Network podcast interview, the Vice President Sourcing of Carhartt discusses creating experiences for their ‘amazingly loyal’ customers. EPISODE OVERVIEW: Peter Paluzi is the Vice President Sourcing at Carhartt. He joins host Seth Adler in this week’s CX Podcast Theatre interview to explain that the bond between his brand and... Full Content »
Contributor: Zarina de Ruiter
Posted: Mon, 12/18/2017
CX predictions
It’s that time of the year again where at CX Network we look deep into our crystal ball to predict the biggest trends, disrupters and changes that will impact customer experience in the 12 months ahead. Okay, it’s not quite as fantastical as that, we base our predictions on industry research and in-depth conversations with senior practitioners... Full Content »
Contributor: Seth Adler
Posted: Wed, 11/15/2017
‘Loyalty is a huge aspect of the customer experience’
In this week’s podcast interview, Lenovo’s Director of Services - Customer Experience discusses loyalty and how her employees have become her customers. EPISODE OVERVIEW: This week, CX Network podcast theatre host Seth Adler is joined by the WW Director of Services - Customer Experience (CX) at Lenovo, Deborah Alvord. Alvord shares that her... Full Content »
Contributor: Katie Sadler
Posted: Tue, 10/31/2017
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.... Full Content »
Contributor: Zarina de Ruiter
Posted: Tue, 10/10/2017
Aisling McCarthy
Bord Gáis Energy’s Head of Customer Experience says how their values of ‘simplicity, integrity and understanding’ help them deliver a better CX. Aisling McCarthy is Head of Customer Experience and Operational Improvement at Bord Gáis Energy, a dual fuel Irish utility company owned by Centrica. She has held senior leadership roles in customer... Full Content »
Contributor: Adrian Swinscoe
Posted: Mon, 04/17/2017
Are You Truly Engaging With Your Customers?
As firms are looking at strategy and budgets for next 12-18, how to improve customer service, customer engagement and customer experience are likely to be playing a large part in many of the discussions. Now, customer service and overall customer experience is pretty easy to understand. At least, it’s pretty straight forward to gauge what is good... Full Content »
Contributor: Zarina de Ruiter
Posted: Mon, 02/06/2017
Customer Loyalty Challenges Telecoms
Long-term customer loyalty is the holy grail for many companies, but it’s often easier said than done. And in no industry is this, arguably, more challenging than within telecoms. With a highly competitive market, mergers and acquisitions impacting upon brand identity, customer service not always being best-in-class, and customers switching... Full Content »
Contributor: Colin Shaw
Posted: Wed, 02/01/2017
How to Connect Employee Loyalty with Customer Loyalty
Customer experience author, blogger and speaker Colin Shaw says that successful companies have loyal employees. They also have loyal customers. But the question for researchers and consultants for the past two decades is how these two groups are related, if at all. Over the past 20 years, the connection between the two groups, loyal employee and... Full Content »
Posted: Mon, 11/07/2016
NPS Data Customer Experience Success
Net Promoter Score (NPS) has become the most widely accepted measure of customer loyalty and retention. It is also the only customer experience metric proven to be a leading indicator of a company’s growth potential and financial health. For companies using NPS as part of their customer experience management (CEM) programme, one of the most... Full Content »
Contributor: Tania Silva-Jones
Posted: Tue, 10/18/2016
Philips Customers Human Level Digital World
Anouk Vastert is the Global Director Transformation, Marketing & Digital at Philips Consumer Care. In this interview from the Digital Marketing Exchange she discusses:Building loyalty within the any time, anywhere, any place principleHow to engage with customers on a human level in a digital worldThe challenge of undergoing a company-wide... Full Content »
58 results
of 6