Richard Farrell, CIO at Netcall explains how businesses do not necessarily need to turn back on previous pandemic-driven investments, but instead should consider leveraging and developing CX technologies to reinvent and reinforce the customer and employee experience. 2021 was another year of epic firefighting in which customer experience (CX) innovation …Read More »
CX technology struggles to satisfy many, finds NTT’s latest CX research
NTT Ltd. has released the 2021 edition of the Global Customer Experience Benchmarking Report (GCXBR), an annual survey assessing the global state of play for CX. This year, NTT interviewed 1,359 professionals across 34 global markets and 14 different sectors. For the first time, the research also included a voice …Read More »
Is your marketing platform really open?
Customer experience (CX) is one of the leading ways that marketers seek to differentiate their brands these days. A brand’s success is becoming increasingly dependent on how quickly and effectively they can tap into new marketing channels including voice assistants and mobile apps to reach their intended audience. But are today’s …Read More »
One strike and you’re out: why marketers must get CX right first time
With consumers now demanding an enhanced digital experience more than ever, Lynne Capozzi, CMO at Acquia, looks at how marketers can operate in the modern climate. One of the great things about technology is that it has raised all of our expectations. Once upon a time, people worried that controlling their …Read More »