Cath Everett
Member Since: 5th Apr 2005
Contributor MyCustomer
5th Feb 2020
Why your CX budget may be cut - and what you can do about it
With Gartner research suggesting that nearly three-quarters of customer experience leaders anticipating their budgets will increase this...
Engagement
6th Dec 2019
Skills shortages and cost concerns curbing data-driven endeavours
While many organisations are making strong progress in becoming more data-driven to improve customer engagement, most businesses still...
Data
3rd Dec 2019
Only 4% of businesses currently see CX value in artificial intelligence
According to research from Workbooks, a mere 4% of mid-sized organisations in both the UK and US currently consider artificial intelligence...
CRM
29th Nov 2019
Service teams bemoan CX impact of bad tech
Less than half of customer support agents have either the tools or training required to provide customers with the increasingly detailed...
Contact centres
27th Nov 2019
Will 2020 be the year of the customer success team?
Customer success is en vogue. A report by Deloitte entitled ‘ 2019 Enterprise Customer Success Study and Outlook ’ revealed that the sector...
Management
21st Nov 2019
Why personalised, timely customer experiences are leaving consumers cold
Brands are spending considerable time and resources to deliver experiences that are hyperpersonalised, memorable and delivered at the...
Engagement
20th Nov 2019
CX investment to soar 30% in the 2020s
Investment in customer experience technology is set to soar in the next decade, as organisations seek to increase customer understanding,...
Engagement
12th Nov 2019
Firms fear service staff lack skills to support customers of tomorrow
Customer service functions will need to conduct a major reskilling exercise if their employees are to have the expertise required to...
Contact centres
5th Nov 2019
Focus on Big Data causing CX frustrations for most firms
While it’s never been more important to deliver a relevant, quality customer experience, new research indicates that brands are finding it...
Data
31st Oct 2019
Why brands and consumers foresee conflicting futures for customer experience
When it comes to predicting what customer experience management will look like in 2030, brands and consumers foresee two different futures...
Engagement