Faster Together: keeping up with subscription consumers
Guest Article
cx
74% of customer experience leaders expect budgets to rise in 2020
Gains must justify growing budgets
There is an inconsistent picture across organizations of the perceived importance of customer experience management, but there are signs of greater … [Read more...] about 74% of customer experience leaders expect budgets to rise in 2020
Should a loyalty programme be kept away from the customer service department? Discuss.
Comment
When I rang a contact centre the other day, the call began with a recorded message from the CEO saying she fully understood my frustration, but it was no excuse for anger or rudeness and could I … [Read more...] about Should a loyalty programme be kept away from the customer service department? Discuss.
Only 22% of companies use real-time metrics
Study calls for better use of APM (application performance measurement
A recent survey has revealed that only 22% of companies have access to real-time metrics meaning that … [Read more...] about Only 22% of companies use real-time metrics
Opinion: Experience more important than speed
A point of view from Dino Forte, CEO, Ventrica
Customer experience (CX) has become a priority for the vast majority of organisations – or has it? With the large volumes of contact centre … [Read more...] about Opinion: Experience more important than speed
Financial services firms top China CX rankings
Financial services firms top China CX rankingsBank and insurance company rated best for customer experience … [Read more...] about Financial services firms top China CX rankings
Customer experience the key as ‘satisfaction’ is no longer good enough
Customer experience the key as ‘satisfaction’ is no longer good enoughEight out of ten Europeans willing to pay more for a better customer experience … [Read more...] about Customer experience the key as ‘satisfaction’ is no longer good enough
