Customer experience

Gartner proposes new customer experience approach

To turn the customer experience vision into reality, Gartner advises leaders to dispel three myths around the approach in general.


Benefits, challenges of social BI

With social data becoming more available to BI teams, companies are now able to dig into the psychology of the customer.


Up your customer experience to survive digital economy

Organisations are realising they need to track customer expectations, pain points and trends to gain valuable insight into how to prosper in the digital age.


The art of the customer experience

Customer experience is everything a customer appreciates about a brand, whether that's a quality product, short lines or a friendly cashier, says Arihant Jain, head of business for MEA at Freshworks.


Pinning down the elusive 'single customer view'

Understanding customers, their preferences and the ways these evolve allows companies to speak directly to them as individuals.

Aug 21, 2018

eBook: The art of customer experience

Customer experience has to be at the epicentre of an organisation's DNA.

Aug 20, 2018

Business Process Management is not an IT function

Who should drive an organisation's critical BPM efforts? The answer is not as obvious as you would expect.

Aug 13, 2018

eBook: Eight drivers for cloud transformation

Contact centres need the agility to adapt to the new ways of customer engagement.

Jul 23, 2018

inQuba introduces solution to map out customer journey

The analytics solution maps out the journey customers take when engaging with service providers and facilitates return on customer experience.

Jul 20, 2018

Customer experience took centre stage at Genesys' G-Summit

Genesys' inaugural G-Summit Johannesburg focused on the latest CX trends and the impact of AI, IoT and mixed reality.

Jul 18, 2018

Why are companies still failing their customers?

Artificial intelligence, the Internet of things and mixed reality are shaping the future of customer experience, says Merijn te Booij, CMO of Genesys.


Time to rethink organisational design

Slow, rigid companies will never thrive in a talent-scarce, customer-led, robot-enabled market, says Forrester Research.

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