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CX

AI is the power tool of CX 

A new global research report from MIT Sloan Management Review (SMR) Connections, Delivering Experiences That Win Business and Build Loyalty: CX Champions Share Their Strategies, sponsored by SAS, has revealed that customer experience (CX) champions gain better returns from...


Report uncovers attitudes about data collection practices and personalisation 

3radical, a leader in audience engagement and consented data solutions, has announced the launch of its annual consumer survey report. As consumers become increasingly aware of the value of their personal data, this report uncovers the gaps between consumer expectation and personalised brand...


90% of Brits will leave a brand they trusted after only two or three poor customer experiences 

Emplifi, a leading unified customer experience platform, has released, 11 key things consumers expect from their brand experiences today, a new report which reveals that the majority (90%) of UK consumers will leave a brand they were once loyal to after only two or three bad customer service...


Zendesk finds customer experience maturity leads to business resilience, revenue growth and agent retention

According to new research released by  Zendesk in partnership with Enterprise Strategy Group (ESG), companies that have continued to invest in their customer experience (CX) over the past year are 10 times more likely to have maximised their resiliency during the pandemic and...


Puzzel launches in the Netherlands to meet growing demand for smart customer experiences

Puzzel, a leading European Contact Centre-as-a-Service (CCaaS) provider, has announced its expansion into the Netherlands to meet a growing demand for enhanced, smart customer experiences in the market.  The move will see Puzzel hire a dedicated team in the Netherlands, as well as investing...


Brands and companies need to make seamless, intuitive customer journeys the digital priority

In today’s increasingly digital-led way of life, retailers, service providers and other businesses are digitalising more of their operations and dealing with customers across a range of channels – whether it’s via a website, mobile app, email and other messaging formats, social...


Only 13% of marketers believe NPS accurately measures customer satisfaction

New research has found that over three quarters of marketers believe that Net Promoter Scores (NPS) do not accurately measure customer satisfaction. That’s according to new research from experience analytics company, Contentsquare. The research comes from Contentsquare’s Digital...


Changing the face of deliveries

Branded deliveries through Picup, a crowdsource delivery and tech company, is now possible. The innovative last mile delivery company has introduced a unique concept where its drivers become the face of any specific brand. Picup has become a model for innovation in the courier and logistics...


Amazon Connect reinventing the call centre

With organisations embracing Digital Transformation efforts to remain competitive, the call centre industry is poised for significant disruption. Those who embrace this change will be the ones that see significant benefits for not only themselves but also their clients. To this end, global...


Matrix42 CEO on enabling a smart and secure digital workspace

Organisations around the world are now relying on digital tools to help them deliver positive experiences for both their employees and end users, particularly given the shift to remote working brought about by the COVID-19 pandemic. Here, Oliver Bendig, CEO, Matrix42, talks us through the...


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