What does John Kotter’s 'Leading Change' teach us about applying change management to ensure CX efforts are sustained?...
As a core component of digital transformation, customer journey orchestration enables organisations to optimise their use of digital technology to:...
Customer experience professionals are contemplating a very different future than they anticipated at the beginning of the year. Everything is in a...
Emotions are a huge part of the customer experience. Emotions drive or destroy value for a business, and as CX thought leader Bruce Temkin has noted...
65% of c-level executives rank improving customer experience as their most important overall business objective. Yet studies indicate that many...
With the coronavirus pandemic forcing large numbers of staff to work from home, customer service and CX leaders must ensure that their teams remain...
It might seem that it’s supermarkets, food delivery companies and healthcare firms who can make the biggest difference during the coronavirus...
Contact centres are a crucial touchpoint in the customer journey, and the quality of experience delivered will go a long way to determining whether...
Award recognises TTEC's innovative RealPlay™ technology solutions TTEC Holdings, Inc. (NASDAQ: TTEC), a leading global Customer Experience as a...
Callmedia CX Now helps businesses take on-premise customer experience solutions to the cloud London, UK – Tuesday September 8th 2020: Maintel has...
Sunnyvale, CA (August 20, 2020): eGain (NASDAQ: EGAN ), the leading provider of customer engagement solutions, today announced that a leading...
New centre is set to transform customer experience and drive improved loyalty, retention and advocacy LONDON, 3 August 2020 -- TTEC Holdings, Inc. (...
Sunnyvale, CA (July 20, 2020): eGain (NASDAQ: EGAN ), the leading provider of customer engagement solutions, today announced that a financial...
Rotterdam, The Netherlands: CX Company, the European leader in chatbot technology & conversational AI helps housing associations Orbit and VIVID...
The process of customer journey mapping can take many forms. In this post we highlight some of the most effective methods, with some tips for...
