Tag: CX

November 6, 2023

Customer experience leaders want better cross-department collaboration, empowerment as an agent of change and the ability to change company culture to become more customer-centric and establish the right customer experience model. Those are the top three reasons CX leaders gave […]

July 20, 2023

Customer experience (CX) professionals say they and their clients are using artificial intelligence (AI) analytics to harness data and drive customer personalization in several key areas: from customer friction to churn, sentiment and engagement. CX executives in various industries — […]

November 21, 2022

By using artificial intelligence (AI) and machine learning (ML), brands can analyze data objectively, improving insights and generating actionable reports that can be used to make data-driven decisions. With AI and ML, these insights are more sophisticated and valuable to […]

May 12, 2022

The term “digital transformation” (DT) encompasses the holistic framework and the associated strategy designed for integrating technology, business processes, and employee effort to get the maximum value for business customers. In a digitized business model, the “customer journey” is the […]

March 23, 2022

HubSpot, a Cambridge, Mass.-based provider of CRM, sales and marketing software, confirmed that hackers targeted customers in the cryptocurrency industry in a cybersecurity attack reported March 18, 2022. The “bad actor,” as HubSpot reported, compromised a HubSpot employee account. The […]

November 5, 2021

Three states in the U.S. have comprehensive data privacy laws. Nearly 20 states have had laws fail in legislative sessions. And another handful or so are currently trying, according to the International Association of Privacy Professionals (IAPP). What’s a marketer […]

January 5, 2021

A 2018 Couchbase survey found the majority of CIOs believed those companies that did not keep up with digital innovation would last less than four years before going out of business or being bought by a competitor — caused by […]

July 13, 2020

It didn’t take a world health pandemic for organizations to recognize the value of providing a good customer experience (CX). Nonetheless, organizations have had to make pivots in their CX game. McKinsey and Company recommended four actions for organizations to […]

July 30, 2018

What is the primary factor that influences your customer’s experience? For many businesses, it is the people who interact with your customers every day, whether you call them associates, salespeople, contact center representatives, tellers or agents. No matter the technology, […]