Recently, we have seen organisations shifting their focus from standalone technology implementations to adopting customer experience technology solutions using new approaches and tools to plan their technology transformation and CX roadmap. Here are some of the top trends we are seeing in this market: Embracing the new future of workforce Organisations now have the ability…
Often, we see businesses and leaders thriving to deliver great Customer Experience (CX). Over the last few years, many businesses have made significant investments in numerous channels to enhance customer satisfaction levels and customer retention, thereby improving what these businesses consider performance. These investments we have found block into two groups including “good CX” and…
So, what’s on trend right now? There is a new measure in town, ROX – Return on Experience. It is a hybrid metric that captures the ROI of the existing measurements of CX Customer Experience and Employ Experience, (EX). It is now finding its way to board tables and government. It may be new in…
There is no doubt that accurate and rapid resolution of customer requests is key to the delivery of excellent, cost-effective customer experience. Whilst that excellent, cost-effective customer experience is quite obviously a great outcome for customers, it typically also results in more fulfilled employees, better delivered business objectives and great reputational benefits. Speed-to-competency is often…
Customer Experience
Digital
People and Business
Technology
