MyCustomer

Management

McDonald's new CX team and the need to restructure

McDonald’s has announced a corporate reshuffle to place a greater focus on CX. What are the key considerations with such a restructure?

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McDonald's announces the creation of a customer experience team

Who should be in a customer experience team?

sessions cx team Who should be in a customer experience team?
Contact centres

Is Zoom’s acquisition of Five9 a game-changer?

by
customer engagement game changer
Engagement

Why encouraging effortless experiences is wrong

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effortless experience
Engagement

Public sector must cope with digital demands

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government
Data

How can analytics help vulnerable customers?

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analytics files vulnerable
Loyalty

How to regain forgiveness for post-COVID CX

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customer forgiveness
Engagement

Why you need to map the customer's ecosystem

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4
customer ecosystem
Engagement

What do great customer experiences smell like?

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customer experience smells
Engagement

Debunking the myth that CX & EX are linked

by
4
customer experience connected to employee experience
Report
Sponsored

Leading contact centre teams through change

front cover New
Ebook
Sponsored

How to create social media content that shines

orlofc New
Loyalty

How to create a customer health dashboard

by
Customer health
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CXLOTY people

Resources

Ebook
Sponsored

The CXictionary - an A-Z guide to CX concepts

Customer experience is a rapidly evolving discipline with its own set of terminology. This guide takes a look at today's important CX concepts...

New
cxictionary
Ebook
Sponsored

How to create social media content that shines

orlofc New
Report
Sponsored

Boost ROI through customer service

front cover
Report
Sponsored

Leading contact centre teams through change

front cover New
Research
Sponsored

Research: Profiling the skills/roles of CX bosses

CX leader research

Featured hubs

Engagement
Sponsored

Change management and your CX programme

Customer experience programmes are great at surfacing ideas and outlining actions. But implementing and sustaining effective CX change is hard! To...

By
MyCustomer
change management
Channels
Sponsored

The role of AI in creating human-centred customer service

The role of AI and machine learning has taken on extra significance in customer service, since the COVID-19 pandemic. With many businesse’s staff and...

By
NICE inContact
AI human customer service
Engagement
Sponsored

The essential role of empathy in customer service

With the pandemic dialling up the levels of anxiety and stress for customers, it has never been more important that organisations show them empathy...

By
Genesys
Empathy heart
Voice of the Customer
Sponsored

How to meet changing customer expectations

The coronavirus pandemic has transformed how we serve and communicate with our customers. This hub will provide a deep-dive into the behaviour and...

By
Intouch Insight
Chameleon
Engagement
Sponsored

The CX leadership toolkit

65% of c-level executives rank improving customer experience as their most important overall business objective. Yet studies indicate that many...

By
CX Leader of the Year
Toolkit
Management
Sponsored

Delivering customer service during COVID-19

With the coronavirus pandemic forcing large numbers of staff to work from home, customer service and CX leaders must ensure that their teams remain...

By
MyCustomer
Corono virus hub

Digital events

Webinar
Sponsored

How to deliver personalised customer engagement with a hybrid workforce

On Demand
Customer engagement
Webinar
Sponsored

What is the ‘modern enterprise experience’ - and how can it help us prosper?

On Demand
Calabrio webinar
Webinar
Sponsored

Turn your customer scores into powerful insight

On Demand
Customer satisfaction

Industry insights

Read more Industry insights
Ei Evolution Summit+

Coming up on Linkedin for the Ei Evolution Summit

We have an incredible line up for the July Ei Evolution Summit Library that will be live on Linkedin from Sandra Thompson’s Linkedin profile. Take a...

Ei Evolution
eGain

eGain clients lead in Best Customer Service survey

Sunnyvale, CA (June 24, 2021): eGain (NASDAQ: EGAN ), the leading cloud platform for customer engagement automation, today announced that its clients...

egain
Genesys

Genesys launches Genesys DX

New digital-first product transforms the customer conversation beyond transactional chat interactions to intuitive digital experiences that build...

genesys-logo-mono
Smoke Customer Intelligence

Smoke Customer Intelligence named in Gartner guide

Smoke Customer Intelligence, a Voice of the Customer software provider, has been named as a Notable Vendor in the Gartner "Market Guide for Voice-of-...

smoke ci
TTEC

TTEC webinar: Navigating digital transformation

Today’s contact centre is much more than just a place to answer calls. Traditional call centres are evolving into customer experience hubs that...

tteclogo
Ei Evolution Summit+

The magic of journaling with Tracey McEachran

The Ei Evolution Summit is all about emotion, emotional intelligence and empathy combined with Customer Experience, Employee Experience and Remote...

Ei Evolution

Trending

Contact centres

Is Zoom’s acquisition of Five9 a game-changer?

Coupled with Twilio's recent acquisition of Segment, analysts believe that we are witnessing a new era for the customer engagement market...

by
customer engagement game changer
Data

How can analytics help vulnerable customers?

by
analytics files vulnerable
Engagement

Why you need to map the customer's ecosystem

by
4
customer ecosystem
Management

McDonald's new CX team and the need to restructure

by
McDonald's announces the creation of a customer experience team
Data

GDPR: How to process requests for erasure

by
19
Delete Right to be Forgotten GDPR
Engagement

CX Leader Sessions: View all shows on-demand now

by
Banner
Data

Why the single customer view fell out of favour

by
single customer view
Engagement

5 ways LEGO has brought customers into the company

by
lego customer experience
Voice of the Customer

Tips for before during & after customer interviews

by
Customer interviews
Voice of the Customer

Watch on-demand: How to thwart survey fatigue

by
voc
Channels

Fewer excuses and more empathy, demand customers

by
Loyalty
Engagement

Aligning front office & back office for better CX

by
Front office back office CRM
Management

Review: Get your stuff and get out! by Bryan Horn

by
Book review
Voice of the Customer

Turn your data lake into a flow of insights

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3
data lake
Engagement

Should CX leaders aspire to obsolescence?

by
4
cx leaders obsolete
Ecommerce

The 5 best books for better digital CX

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Book review
Ebook
Sponsored

The CXictionary - an A-Z guide to CX concepts

cxictionary New