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KundstrategiNyheter inom Customer Experience

Här hittar du nyheter som rör Customer Experience.  

CX är ett samlingsbegrepp för strategin kring önskad kundupplevelse, kundresa och kundlivscykel.

Customer Experience Management är själva strategin kring upplevelsen och mötet mellan kund och varumärke. På denna sektion bevakar vi, och hittar du nyheter inom ämnet.

  • My first interaction with a chatbot was 7 years ago. A comical avatar popped up when I was trying to renew my auto insurance and offered help. But help, it did not. I still gave the brand brownie points for trying to engage, because back...

  • Happy Data Privacy Day! What kinds of conversations do you have with friends and family about privacy? Over the holidays and through the new year, I had the topic of children’s data privacy and device use come up multiple times. This included concerns about apps,...

  • The launch of Forrester’s CX Index reports for UK and French retailers is a great way for me to dive into the topic of customer experience in a broader way than I have in the past, with a particular focus on the dynamics of the...

  • Are you leading or managing customer service? Then you, like many of your colleagues, may be looking for ways to reduce its cost. Our data shows that digital transformation results in a rise in call volume in call centers. Adding more and more agents to...

  • Product information management (PIM) tools help marketing and product teams ingest, enrich, and distribute product data — but the functional description sells the full value of PIM short. The mandate to support product experience continues to grow in prominence within the PIM world. By now,...

  • How do you build reputation? How do you gain trust and sustain it? These questions are as fundamental for every organization as it is for every individual personally. Trusting a company is even more critical from a buyer perspective. How can enterprise buyers gauge if...

  • CIOs: Want to rise up your citizen’s feelings and engagement with your government agency? And deepen your employee loyalty? Sadly, Forrester survey data shows that the quality of most agencies’ CX is mostly weak and uneven overall.   Key to achieving this success: prioritizing Tech-Driven Innovations to help...

  •   Preparing for this years list of future channel trends has been an immersive experience to say the least. In 2019, I was able to talk to 497 companies one-on-one about their channel strategy and programs, including 130 of those face-to-face. I received 78 briefings...

  • Excellence in digital experience is fast becoming a non-negotiable expectation that customers have from a brand. The thing about expectations is that once they rise, they become par for the course. Payments apps are no exception! We recently analysed seven apps from Indian payments providers....

  • Brands and agencies have always placed creativity at the heart of advertising. But as digital channels proliferate, the cost, complexity, and demand for media’s measurability have driven the emphasis to marketing technology. For those reasons, CMOs are starting to apply artificial intelligence to digital media...

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