Machine learning based video: the roi of CX

Customer experience (CX) has been a hot topic for a number of years now, with global brands like Airbnb and Apple setting the standard (and expectations) for what customer experience should look like. As a result, CX – or ‘how customers perceive their interactions with your company’, as Forrester defines it – has become a primary focus for businesses. … Continue reading Machine learning based video: the roi of CX

How medium sized companies can win the battle for talent

    https://issuu.com/fredzimny/docs/eiu-amexgbt_how_medium-sized_busine Source here Related articles Design school: the school for the managers of tomorrow How CIOs Can Lead the Customer Experience Transition | Genesys Blog David Rogers Blogs: what is the future of data sharing (download available) Reuters Digital news report 2017 (download possible) - How to be a leader in #service: #servicedesign … Continue reading How medium sized companies can win the battle for talent

Recommended: Discover Touchpoint Vol. 9 No. 1 – Education and Capacity-Building

https://issuu.com/touchpoint_journal/docs/tp9-1_issuu_preview As service design grows, it faces the challenge of meeting the even greater demand for it. How can the seeds of service design be sown in tomorrow’s designers and business people? How can our techniques be introduced across entire organisations - to be applied by non-designers - to improve their services? And what frameworks … Continue reading Recommended: Discover Touchpoint Vol. 9 No. 1 – Education and Capacity-Building

A 2016 classic: The CEO guide to customer experience

Companies that create exceptional customer experiences can set themselves apart from their competitors. What do my customers want? The savviest executives are asking this question more frequently than ever, and rightly so. Leading companies understand that they are in the customer-experience business, and they understand that how an organization delivers for customers is beginning to be as important … Continue reading A 2016 classic: The CEO guide to customer experience

Retention, Growth and CX Expectations

In today’s tech markets, with more and more offerings delivered as a service, the focus is increasingly on retention and growth within existing accounts.   And, they are usually used in the same sentence and the responsibility of the same account representative.   Unfortunately, findings from Gartner’s Sales and Service Group, led by Nick Toman, … Continue reading Retention, Growth and CX Expectations