All posts tagged "Opinion"
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3.3KOpinionWhat is the impact of brand values on Customer Experience?
Finding common ground with your customers can be extremely helpful, as discovering that your values and outlook are aligned can do wonders...
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2.9KOpinionFocus on retaining and attracting talent, or risk a collapse in essential service provision
Another week, another raft of concerning headlines and political upheaval. Amongst the myriad of gloomy news reports, I was concerned to see...
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3.7KOpinionLeveraging Blockchain as a CX Disruptor
In their efforts to improve customer interactions, CX leaders are challenged to optimize processes, improve cyber security / data protection, and empower...
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3.4KOpinionIs The Metaverse Heading For A Snow Crash?
A couple of weeks ago I talked to the founder of TrendzOwl, Stephen Loynd, on my CX Files podcast. Our conversation was...
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3.2KOpinionThe CX Blockchain Institute Annual Report Reveals Blockchain’s Disruptive Impact on CX Industry
2022 CX Blockchain™ Market Intelligence Report highlightssignificant differences in CX blockchain use between 2019 and today. Industry leaders cite better understanding of...
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2.9KOpinionThe Importance of Recruitment on CX
Many companies may feel that employee retention and recruitment efforts are becoming increasingly difficult. What is it that employees want in 2022,...
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4.6KNewsThe intersect between Employee Experience and Customer Experience
When considering how these two experiences work together, it’s a simple equation: Employee Experience (EX) + Customer Experience (CX) = Customer Success...
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2.2KNews
Don’t delude yourself that technology will solve all service problems
Without doubt, technology has enabled organisations to make big strides in key aspects of customer service – and customers welcome many of...
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3.6KNewsTEM: A Strategic Opportunity for Procurement
When it comes to enterprise telecom, cloud, and other IT expenses, today’s procurement departments must balance mandates for operational efficiency, cost reduction,...
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3.0KNewsProductivity mining in the contact centre
We are half way through 2022 but reading about poor customer experience and staff attrition rates in contact centres you would think...
