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Reports

17 report results
of 2
July 17, 2017 by
Forrester
A brand-new report on the CX ecosystem outlining the key challenges, initiatives for successful adaptation and improvements to help you transform your businessSEE ALSO: Forrester exclusive: Designing for emotion in CX Four years ago Forrester introduced the concept of the customer experience ecosystem to CX professionals. To see how this model
June 22, 2017 by
Rethinking your CX
Rethink. Unify. Innovate. Deliver. These four core pillars of the 5th Annual Customer Experience Management Asia Summit are integral to creating great customer experience. Ahead of Asia’s number one customer experience event, we shall be exploring these four areas in a series of articles providing you with a taster of how to approach your customer
June 5, 2017 by Zarina de Ruiter
How travel & hospitality companies can achieve business success through CX
Our latest market report delves into the biggest trends, challenges and disruptors in the travel and hospitality industry with case studies and expert advice to help you optimise your own CX strategy The travel and hospitality industry has seen a massive change in recent years. It’s moved from being dominated by traditional travel agents booking
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
17 report results
of 2