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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: 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: 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: 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: 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: 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 »
Posted: 11/08/2016
Cath Kidston CX Customer Experience Change Legacy Environment
Karl De Bruijn is de IT Director of British retailer Cath Kidston. At the Customer Experience Exchange for Retail he presented an insightful session on creating a customer experience strategy in a legacy environment. You can watch his full presentation below. Full Content »
Contributor: Zarina de Ruiter
Posted: 07/06/2016
customer service, contact centre, outsourcing, case studies, interviews
The customer service technology, tools and processes have evolved tremendously, accelerating in the last few years, and so have the requirements for your people. But what have been the biggest changes in recent years? And how will this continue to develop? In this report we look at the developments on the people side of customer service (such as ou Full Content »
Contributor: Zarina de Ruiter
Posted: 06/14/2016
Sachin Kumar Das is the Vice President (National Head Customer Service Mobility Operations) of Aircel, one of India’s leading innovative mobile service providers. At the CEM Telecoms Global summit in London, CX Network caught up with him to discuss customer experience challenges in the India telecoms industry, investment priorities in the near fut Full Content »
Contributor: Zarina de Ruiter
Posted: 06/01/2016
Neil Roberts is the Head of Digital at Eurostar. At the recent CX Excellence World conference in Paris, he presented an insightful session on examining the power and the capacity for mobile to improve user experience and ROI, and what’s next within this field. Full Content »
46 results
of 5