Opinion

What is the impact of brand values on Customer Experience?

October 31, 2022

Finding common ground with your customers can be extremely helpful, as discovering that your values and outlook are aligned can do wonders...

Focus on retaining and attracting talent, or risk a collapse in essential service provision

October 25, 2022

Another week, another raft of concerning headlines and political upheaval. Amongst the myriad of gloomy news reports, I was concerned to see...

ChatLingual and HGS announce new partnership to pioneer multilingual CX

Multilingual messaging provider ChatLingual is thrilled to announce its partnership with HGS UK, a leader in providing world-class customer care and digital...

Leveraging Blockchain as a CX Disruptor

October 16, 2022

In their efforts to improve customer interactions, CX leaders are challenged to optimize processes, improve cyber security / data protection, and empower...

Is The Metaverse Heading For A Snow Crash?

October 12, 2022

A couple of weeks ago I talked to the founder of TrendzOwl, Stephen Loynd, on my CX Files podcast. Our conversation was...

The CX Blockchain Institute Annual Report Reveals Blockchain’s Disruptive Impact on CX Industry

September 27, 2022

2022 CX Blockchain™ Market Intelligence Report highlightssignificant differences in CX blockchain use between 2019 and today. Industry leaders cite better understanding of...

The Importance of Recruitment on CX

September 20, 2022

Many companies may feel that employee retention and recruitment efforts are becoming increasingly difficult. What is it that employees want in 2022,...

The intersect between Employee Experience and Customer Experience

September 15, 2022

When considering how these two experiences work together, it’s a simple equation: Employee Experience (EX) + Customer Experience (CX) = Customer Success...