42 results
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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 »
Contributor: Sheryl Kingstone
Posted: 05/30/2016
Customer Experience | Digital Transformation
Sheryl Kingstone is a Research Director at 451 Research, and in this article she looks at the relation between customer experience and the digital transformation, and where the biggest opportunities for organisations are today. Businesses are struggling with adjusting to empowered customers and their demands. There are changes businesses must embr Full Content »
Contributor: Innovation Management
Posted: 05/11/2016
B2B Customer and Open Innovation
Today, almost any B2B firm claims to be “customer-oriented”. However, only few firms have a rigorous and stringent system that integrates the “best” (B2B) customers into its innovation process. “Best” in this context is measured not by volume of sales but by contribution to the firm’s innovation. A lot of insight has been generated on how to engag Full Content »
Contributor: Zarina de Ruiter
Posted: 04/26/2016
It’s long been a topic of debate how digital has impacted upon IT, and whether there is even space for the traditional IT department in a digital world. At the Digital Transformation+ conference in London, Phil Pavitt, Global CIO of Specsavers, gave an enlightening presentation on the topic, in which he said that the IT department is indeed close Full Content »
Contributor: Zarina de Ruiter
Posted: 04/15/2016
Despite the acceleration of omni-channel sales, it still is one of the one of the biggest challenges facing retailers. So how do you prepare? Scott Kelly is the Senior Manager, Retail Engagement and Merchant Sales at Visa Europe. During his insightful presentation at the Digital Transformation+ conference he discussed staggering stats for the reta Full Content »
Contributor: Zarina de Ruiter
Posted: 04/01/2016
Phil Pavitt, Global Chief Information Officer (CIO) of Specsavers, spoke at the Digital Transformation+ conference in London about how he has helped large organisations with legacy engines go digital. Highlighting examples from his own experience, he explains why digital needs to be the default DNA of any organisation and the importance of cross-fu Full Content »
Contributor: Zarina de Ruiter
Posted: 03/06/2016
Interview with the Customer Service Director at FinTech company Euroloan Group about optimising call centre outsourcing, employee engagement, and customer complaint management. Petra Mengelt is the Customer Service Director at Euroloan Group PLC where she is an advocate of involving all organisational layers to participate in customer experience. T Full Content »
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