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Data sharing still daunting despite GDPR
Strategy
Brand purpose delivers ad impact but can backfire
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CMOs ignoring IT despite customer consequences
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Retailer warnings as ecommerce expectations rise
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How to deal with difficult customers
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The 2019 CRM buyer's guide
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How ABANCA created a customer-centric culture
Management
Who should own customer journey mapping?
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Should service & marketing have a shared budget?
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Seven proven ways to improve NPS
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MBA in Customer Love: Could you pass the 10 tests?
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What you should (and shouldn't) use NPS for
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iPhone vs. Android App Development – 11 Difference
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Resources
Events & webinars
CX Leader of the Year
MyCustomer
Seven proven ways to improve NPS
21st Oct 2019
17th Oct 2019
7 comments
Who should own customer journey mapping?
18th Oct 2019
How ABANCA created a customer-centric culture
18th Oct 2019
Data sharing still daunting despite GDPR
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14th Oct 2019
What you should (and shouldn't) use NPS for
11th Oct 2019
CMOs ignoring IT despite customer consequences
Popular resources
30th Sep 2019
How Tesco Mobile acts on customer feedback
InMoment
25th Jun 2018
Customer journey mapping research report 2018
Quadient
25th Sep 2019
Transforming the VoC: Turning insights into action
Usabilla
25th Sep 2019
The ultimate guide to customer feedback
Usabilla
13th Aug 2019
How to boost CX from inside your company
Keatext
Customer experience management
CX Leader of the Year award: 2019 finalists
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Using emotional connections to create superior CX
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A roadmap to CX success
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Events
Webinar
22nd Oct 2019
2020 vision: What are the CX trends of tomorrow – and how can you prepare?
Webinar
On Demand
How to plan and begin your contact centre’s digital transformation journey
Webinar
On Demand
What do your customers really think about you?
Webinar
On Demand
Evolution or revolution? Why CX rock stars need both
Industry insights
Read more Industry insights
By eGain |
17th Oct 2019
eGain Reimagines Omnichannel Customer Engagement
Sunnyvale, CA (October 15, 2019): eGain (NASDAQ: EGAN ), the leading provider of omnichannel customer engagement solutions, today announced major...
By eGain |
25th Sep 2019
eGain makes disruptive free chatbot offer
Sunnyvale, CA (September 25, 2019): eGain (NASDAQ: EGAN ), the leading provider of omnichannel customer engagement solutions, is offering free,...
By Talkdesk |
19th Aug 2019
EmployBridge moves hundreds of agents to Talkdesk
Talkdesk replaces first-generation cloud provider with rare combination of cutting-edge solutions and AI-driven Talkdesk Agent Assist EmployBridge to...
By Confirmit |
14th Aug 2019
Industry expert promoted to Confirmit consult lead
Appointment marks continued focus on best practice and partnership London, UK, New York, NY and Oslo, Norway: 14th August 2019: Confirmit has...
Trending
Engagement
9 sample customer journey maps to learn from
Voice of the Customer
Seven proven ways to improve NPS
Voice of the Customer
What you should (and shouldn't) use NPS for
Loyalty
MBA in Customer Love: Could you pass the 10 tests?
Management
Who should own customer journey mapping?
18th Oct 2019
Five myths about Workforce Management
For many businesses, Workforce Management tools are a core part of their customer engagement strategies. Yet some remain sceptical about...
16th Oct 2019
MBA in Customer Love: Could you pass the 10 tests?
Personally, I mostly tend to respect MBAs when they enter a business. There are dangerous elements to what we teach MBAs, yes — it’s...
15th Oct 2019
Brand purpose delivers ad impact but can backfire
New research has demonstrated the advertising impact that organisations are having by marketing their ‘brand purpose’. But the findings are...
14th Oct 2019
Get personalisation right for your customers
Today, personalisation lets your customers easily get what they want in life, any way, anytime and anywhere. They also expect that customer...
11th Oct 2019
2 comments
Should service & marketing have a shared budget?
10th Oct 2019
How to introduce agent self-scoring evaluations
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9th Oct 2019
Podcast
What data is required to create a journey map?
By
Chris Ward
Editor
7th Oct 2019
Frustrated service agents call for chatbot support
7th Oct 2019
1 comment
CSAT, NPS or CES - it's not about the numbers
4th Oct 2019
2 comments
The 2019 VoC buyer's guide
4th Oct 2019
1 comment
How brands have aligned sales, marketing & service
3rd Oct 2019
Level-up to a (better) cloud contact center
3rd Oct 2019
5 hard truths for marketers
3rd Oct 2019
1 comment
6 commonalities of CX Leader of the Year finalists
2nd Oct 2019
How to solve your content crisis
2nd Oct 2019
2 comments
90% of consumers want service resolution in 24hrs
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