New CX Research Shows Significant Shift to Digital Channels and AI
New findings have been unveiled by the Sabio Group in their latest market survey that highlights how the COVID-19 crisis...
Aftermath of COVID and Shifts in Customer Expectations
COVID-19 has changed us. Many of us might not even notice it, but our expectations when it comes to purchasing...
Companies Are Still Viewing Customer Service as an Expense
According to the 2020 State of Customer Service Annual Report by HubSpot, as many as a third of customer service...
Journey Mapping the Customer Experience
Article by Chris Beaudin, director of marketing at Atlatl Software Steve Jobs once famously said, "You've got to start with...
Not Everyone Gets Personalisation Right
Personalisation is the big buzzword that is circulating among customer experience experts as of late. This is not a big...
B2B Slowly Wakes Up To The Customer Experience
The customer experience has become an integral part of B2C businesses. These businesses realise that their customers are willing to...
3 Companies That Made Successful CX Turnarounds
Every company, without exception, will have its ups and downs. A business crisis is not a matter of ‘if’, it...
How Customers Have Changed and How We Should Respond
COVID-19 has disrupted the global economy, slowed the supply chain to a crawl, and caused many businesses to shut their...
What Does Gen Z Really Want From CX
The people of Generation Z live in a completely different world compared to Millennials and the preceding generations. They are...
Leveraging Technology to Enhance Customer Experience
Article by Epson The customer has become increasingly influential in determining businesses’ strategies and shaping their reputations across the globe....
