CX + AI: Balancing a Human Touch with Machine Learning
Artificial intelligence (AI) is particularly impactful in the provision of personalisation and efficiency for a customer’s experience. This blog post looks...
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Learn about all things customer experience from our team of experts. From the latest CX trends to tips and advice to improve your voice of the customer programme and performance.
How to Respond to Customer Comments: the Good, the Bad & the Ugly
Consumer Generated Content and digital reviews are having a serious effect on businesses, with 90% of customers reading online reviews before deciding to make...
Read MoreThe Top Five Reasons CX Programmes Can Fail
Introducing a CX programme to a business is a huge commitment requiring ample financial backing and effort. The failure rate of IT-enabled business initiatives...
Read MoreCheck Out Our New White Paper: Strategies to Measure the ROI of a Voice of the Customer Programme
Measuring the financial gains of a programme can be a complicated mix of qualitative, quantitative and finding that some factors are ultimately immeasurable....
Read MoreThe 3 Most Widely Used CX Metrics
In this post we provide a brief outline of the three most widely used CX metrics. While these metrics will be recognisable to people who work in the CX...
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