IDC and Liferay release report analysing customer experience trends in the insurance industry
It is crucial for insurance companies to develop a relationship with each individual and customise marketing messages to meet specific individual needs.
The practical realities of contact centre trends in 2020
While the potential of innovative contact centre technologies can be tempting, companies must first be certain these will solve business problems.
IDC and Liferay release report highlighting customer-centricity in manufacturing
The report emphasises the need for manufacturers to invest in technology to optimise customers' experience across all touchpoints and activities.
CX trends: The rise of extreme automation, edge computing
By 2030, 67% of engagements between brands and consumers will be completed by smart machines rather than the human agents of today - Futurum Research
Going from zero to customer hero means learning to listen
Research shows the majority of businesses are only ‘okay’ in the eyes of their customers, so how do they bridge this expectations gap?
Customer experience is the future of product design
Companies have to get their priorities right when designing a product by focusing on creating a concise customer experience strategy, says Nihilent’s Deepak Prabhu.
More unhappy customers take online revenge against brands
Technology is creating powerful, assertive consumers who require more value-based services and will stop at nothing to get them, says Julia Ahlfeldt, CX adviser and management consultant at Julia Ahlfeldt CX Consulting.