In 2023, generative AI took center stage, promising to boost productivity and elevate customer service. In fact, a staggering 70% of organizations explored generative AI last year. As we look…
Keep Up With CX Expectations: Meeting the High Bar Set By Retailers – Martin Taylor, Co-Founder and Deputy CEO at Content Guru discusses The latest UK Customer Satisfaction Index painted…
How Utility Companies are re-thinking their CX in their contact centres – Keith Gait, MBA CCXP at the Customer Experience Foundation, shares insights from their latest Utilities CX report. The…
We’ve all heard the quote: it takes five times as much money to acquire a customer as it does to retain one. For some industries, acquisition is key, but there…
Few industries today are as competitive as fashion. Brands must compete with both long-established brands with global followings and small scale designers selling their products via eBay, Amazon, and Etsy.…
AI is revolutionizing customer service at an unprecedented pace The arrival of modern, generative AI is as significant as the birth of the internet. It’s set to disrupt all industries…
When it comes to understanding customer satisfaction, books on customer experience management are essential tools. They provide insights into how to keep customers happy and loyal. Did you know, according…
In my role as Heart of the Customer’s mapper-in-chief, I get the opportunity to view a lot of journey maps. Beautiful ones, ugly ones, those built to drive change, and…
In customer experience, we believe in the power of frontline workers. We build training and processes so that they can better engage our customers and improve outcomes for both those…
I’ve always been a big reader, but the pandemic has given me even more time to indulge my passion. I recently devoured Conscious Capitalism, by John Mackey and Rajendra Sisodia.…
