All posts tagged "Opinion"
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4.5KOpinionIs 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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4.0KOpinionThe 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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3.9KOpinionThe 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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5.8KNewsThe 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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2.9KNewsDon’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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4.6KNewsTEM: 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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3.6KNewsProductivity 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...
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3.1KNewsDigital nomads can fuel Gig CX
Even before the pandemic hit, more and more workers began shunning the traditional office in favor of other environments in which they...
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Record customer service complaints point to trouble ahead unless businesses take action
Last month I wrote about the need for organisations to have a customer service reset in order to avoid the risk of...
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Why Customer Experience is a Key Differentiator in the Banking Industry & How the Industry Is Set to Change for Consumers
Customer Experience, or CX, is fast becoming the competitive differentiator in the banking industry. Banks – and financial institutions in general –...
