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Reports

14 report results
of 2
May 15, 2017 by
Forrester
This brand-new report from Forrester for CX Network highlights how to tap into the full scope of emotion to go beyond customer delight. Effective product and service design is human-centred. It starts with a change of perspective: seeing the world through your customers’ eyes. That shift helps kindle the empathy required for understanding your
May 10, 2017 by
The Customer Experience Buyer’s Guide 2017
Your ultimate resource to the key CX investment areas for 2017 and how to make the most from your vendor partnerships. There is no denying that in 2017 for organisations to stay ahead of their competitors and differentiate themselves within the market, they need to focus on providing an excellent customer experience. But while some elements of a
March 15, 2017 by
Customer Experience Challenges Retail
The challenges facing CX practitioners in the retail industry range from industry-specific obstacles, such as bricks and mortar vs online, to those that affect the entire customer experience market, such as achieving cross-sector and company wide customer-centricity. In this report, we cover the biggest challenges as cited by our expert
March 6, 2017 by Tania Silva-Jones
Report: Retail Without Borders
The retail landscape has already changed dramatically in 2017. Retailers analysing their holiday sales have begun to highlight some of the key areas generating buzz in the customer marketplace, and are putting plans in place to invest in the cutting edge customer technology to capitalise. Chat bots, AI, personalisation and other technology
February 20, 2017 by
Forrester
A customer-centric culture is a system of shared values and behaviours that focus employees’ activity on improving the customer experience in order to win, serve, and retain customers. Everyone knows that embedding customer obsession into an organisation’s culture matters. Ninety-seven percent of respondents to a Forrester survey said that their
February 6, 2017 by Zarina de Ruiter
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
December 12, 2016 by Zarina de Ruiter
customer experience predictions trends 2017
With the year drawing to a close, we sat down with a panel of experts from the likes of Facebook, Forrester, Bang & Olufsen, O2, and many more to look at the biggest topics that will be making waves within customer experience in 2017 – and beyond. Customer Experience Predictions for 2017 looks at how more established subjects such as omni-
Tags: cx | trends | predictions
November 28, 2016 by IQPC Editorial Team
Customer Insight Data Analytics Multi-Channel Contact Centre
We are in a new age of the contact centre. We’re living in a multi-channel world where the customer has never been more vocal and digital channels provide a platform for constant feedback – both positive and negative. But what does this new environment mean for quality assurance (QA)? How do you define quality in this fast-paced digital age and
November 21, 2016 by
Amazon First Direct John Lewis Atom Bank Winning Strategies Customer Experience
We’ve all heard the same organisations pop up time and time again when people discuss the brands that have the best customer experience; Amazon, first direct, John Lewis, USAA and Disney, to name but a few.SEE ALSO: 3 Lessons From Amazon's Jess Bezos to Improve Your Customer Experience They consistently score highly in reports from the likes
November 16, 2016 by Victor Milligan
forrester
Human emotion is a primary driver of how people feel about brands and the extent to which those feelings — along with needs/wants — drive spend. This basic reality sits underneath customer experience (CX) initiatives, as one of CX’s core objectives is to design experiences that evoke emotions that drive affinity and spend.SEE ALSO: The Customer
November 14, 2016 by Zarina de Ruiter
The Big Book of Customer Insight, Data & Analytics
Customer insight, data & analytics have become an imperative part of customer experience. With constantly rising customer expectations and an increasing demand for a quicker service, more channel choice and a highly personalised interaction, the only way you can achieve all three of these and ensure you’re providing an excellent CX is by truly
14 report results
of 2