Reports & Articles

AI 2020: The future of customer experience

AI 2020: The future of customer experience

Take an in-depth look into the intelligent enterprise investments, trends and challenges that will reshape the CX landscape over the next two years. Download your copy if this report now.
Market report: Customer experience predictions for 2018

Market report: Customer experience predictions for 2018

Learn about the top 7 predictions on the biggest trends, disrupters and changes that will impact customer experience this year. Download this report now and take these predictions into consideration when planning your strategy for 2018. 
Your guide to omnichannel support

Your guide to omnichannel support

Omnichannel - An omnichannel approach is unparalleled in providing a seamless customer experience and meeting customer expectations. But how exactly do you go about doing so?

Collating insights from 45,000 practitioners, this guide provides everything you need to enable conversations with customers to flow across channels seamlessly.

3 Customer Service Megatrends in 2019

3 Customer Service Megatrends in 2019

Great customer service is not just about cutting costs or making operations more efficient.

With automation and artificial intelligence (AI), customer service operations become more efficient. And that enables your company to deliver differentiated experiences, uncover new revenue streams and reinvent business models.

This report reveals the top customer service trends in 2019 for application development and delivery (AD&D) pros supporting customer service.

The 30-under-30 Panel:  An inside look

The 30-under-30 Panel: An inside look

Last year CX Network brought together the innovators, the game-changers and the rule breakers who have devoted their careers to revolutionising digital customer experiences and have in-turn leaped up the corporate ladder. This year we take a behind-the-scenes look at the 30 under 30 panel to discover the moments and mind-sets that drove them to become the CX trailblazers they are today.

Striving For Omnichannel Excellence

Striving For Omnichannel Excellence

Customers expect a channel-rich environment to be available to them and companies that provide the right channels in the right way are rewarded.

However, companies cannot rely on merely having a multichannel strategy. Customers expect a consistent experience wherever they engage as they tend not to segment their journey according to the channels they choose.

CX Network gathers insights from 140 professionals to find out the top hurdles to providing a seamless omnichannel customer experience and understand why organisations with CX leadership driving a customer-centric environment are the most successful.

The Ultimate VoC Starter Kit

The Ultimate VoC Starter Kit

Having a customer experience road map is crucial for any organisation looking to expand their CX efforts. But even though countless vendors tout the power of their voice of the customer platforms, few VoC software or service providers actually deliver the knowledge and expertise you need to implement and carry out your VoC program.

This starter kit helps you map your VoC program plan and start taking action.

The Power Of Intelligent Automation: Making Customer Interaction Smarter In The GCC

The Power Of Intelligent Automation: Making Customer Interaction Smarter In The GCC

The rapid advancement of technology and changes in customer behavior are causing the industries of today to transform dramatically. Facing disruption, companies are erasing boundaries that once distinguished them from other industries. 

In a survey of senior executives, 53% in the Middle East and North Africa (MENA) region say that AI and robotic process automation (RPA) are the most prominent technologies on their boardroom agenda — compared to 46% worldwide. 

Read on to find out how much of a great opportunity the GCC has over the next few years for both public and private sector organisations to accelerate development and be at the forefront of digital transformation, especially in customer-facing operations.

The Ultimate Guide To Customer Acquisition

The Ultimate Guide To Customer Acquisition

This guide will provide you with a roadmap to use your insights, to find and keep high lifetime value customers that are the lifeblood of your business. In this report, you will learn more on: 

  • How to effectively set up intelligent CX to improve the buying cycle
  • How to give customers the freedom and flexibility they deserve
  • How to put the spotlight on service and create long-term advocates
  • What your to do list should be to find and keep high lifetime value customers
  • Pro-level customer profiling for earlier engagement
  • Personalised social engagements and NPS
  • An emerging conversion channel
  • How a global gaming company reduced support costs with optimised self-service