Customer Experience

Oct 15, 2019

Customer retention rates depend on understanding these 3 personas

There are three types of churning customer - the Dissatisfied, the Vulnerable and the Disengaged. Meet them here and discover how to keep them loyal.

Sep 24, 2019

Above all, consumers want their expectations met - here's how to craft a consistent customer experience strategy and win long-term loyalty.

Aug 7, 2019

When CX professionals create customer journey maps, it's frontline contact center agents who can provide the most valuable insights.

Jul 29, 2019

Effortless customer experience is the name of the game for leading companies - discover why it matters and how you can drive long-term loyalty.

May 7, 2019

This survey unpacks the NFF returns problem, why more consumers are sending back non-defective electronics and how companies can address the issue.

Apr 10, 2019

Get the inside track on how Comcast, BT, Verizon, Vodafone and T-Mobile set out to improve customer experience in telecoms.

Mar 27, 2019

Gain a deep understanding of what NPS is, how it is calculated, and what it really says about how customers view your company.

Feb 6, 2019

2019 is set to be a pivot year for CX initiatives. Check out the 5 trends set to define Next-Gen Customer Experience in 2019

Jan 29, 2019

Computer vision has become a key to personalizing the customer experience in sales and commerce, marketing and customer service.

Jan 2, 2019

A list of the hottest Smart Home events on the 2019 CES schedule, as well as the most promising CES Smart Home startups not to be missed.