The difference between CX and DX and why they matter in ecommerce

mei 19, 2021 admin 0

We talk a lot about CX (customer experience) and DX (digital transformation) in ecommerce, especially since the pandemic pushed retailers to focus more on digital channels and customers encountered some rocky experiences during the abrupt shift. Both CX and DX are crucial to merchant success, but digital transformation and customer experience aren’t synonymous.

Staying Focused on Customer Experience

mei 11, 2021 admin 0

Emily Videtto and her perspective on what it’s like to run a large, innovative marketing team. Her vision to be a customer centric company is clear, but their go to market strategy is more complex. Pella has a dynamic sales model where they are selling through both B2B and B2C channels.

Why You Shouldn’t Engage with Customer Complaints on Twitter

mei 5, 2021 admin 0

Over the last several years, it’s become increasingly common for consumers to share their negative experiences with brands on social media. According to the 2020 National Consumer Rage Study, the number of customers who prefer to vent their grievances via digital platforms rather than by phone or in-person has tripled in the last three years, and 48% of American consumers rely on social media to gauge other people’s experiences with a company’s products and services.

Joe Pine – The Experience Economy is All About Time Well-Spent

april 23, 2021 admin 0

A returning guest from season one of Voices of CX, Joseph Pine II, or Joe Pine, is an internationally acclaimed author, speaker and management advisor to fortune 500 companies and entrepreneurial startups alike. He is cofounder of Strategic Horizons LLP, a thinking studio dedicated to helping businesses conceive and design new ways of adding value to their economic offerings.

Adapting customer experience in the time of coronavirus

april 16, 2021 admin 0

In a short period of time, COVID-19 has overwhelmed lives and livelihoods around the globe. For vulnerable individuals and the customer teams that serve them, it has also forced a rethinking of what customer care means. Suddenly, examinations of customer journeys and satisfaction metrics to inform what customers want have given way to an acute urgency to address what they need.

CX Strategy

Augmented Agents for Personalised CX

februari 16, 2021 admin 0

What is Agent Augmentation? how does it work and why is it so popular right now?
What’s a typical customer scenario?
What’s the best way to get started with AI in a contact centre?

6 Customer experience trends in 2021

januari 28, 2021 admin 0

Met de aanhoudende beperkingen in veel delen van de wereld als gevolg van de pandemie, is ook het typische consumentengedrag verstoord, waarbij bedrijven zich aanpassen om klanten op nieuwe manieren te ondersteunen. De coronacrisis is als geen ander een duidelijke oproep geweest voor CX-leiders. Toen de pandemie uitbrak, werd het vijfjarenplan het vijfdaagse plan.