The black sheep no more. B2B Customer Experience finding its place

B2B Customer Experience

For many years, CX and Customer Feedback has found a firm place within the B2C environment, with many B2B organisations eschewing formalised feedback...

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7 opportunities to differentiate through CX in the automotive industry

CX in the automotive customer journey

Competition is rife in the automotive industry. Vehicle functionality and price within various vehicle classes are ubiquitous, leaving customers...

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Empathy in times of Crisis  (otherwise known as giving a Damn)

Empathy as a driver of CX

A constricting economy. Consumer spending under pressure. Recession. Pandemic. Unemployment. Liquidation. These phrases that have become part of our...

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Managing the Voice of the Customer in Times of Crisis

The COVID-19 pandemic has rocked the whole world. Our customers are living through tumultuous times. Customer Experience is more important than ever.

We live in a world of turmoil. Periodically, unpredictable and unprecedented events shake the very core of our lives. These times require keeping a...

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Don't look a gift horse in the mouth. Unhappy customers are a goldmine

When measuring Voice of the Customer, Escalation management is often viewed as the burden instead of an opportunity. There is gold in negative feedback

Over the past decade, most organisations seeking a competitive edge have implemented Customer Experience (CX) strategies to some extent. The...

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The DNA of a Survey | Whitepaper

The DNA of a Survey

Globally, organisations are recognising the importance of collecting and understanding customer feedback and are consequently investing in Voice of...

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VOC for TCF compliance

The Voice of the Customer will provide insights into opportunities to improve product and service across the board and a clear insight into the fairness of treatment delivered by the organisation.

  For many customers, the financial industry is one fraught with terms and conditions, confusing products and fee structures that are unclear. In an...

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Aligning Patient Experience with HCAHPS

Patient Experience for the healthcare industry

According to a study by Deloitte, global spending on healthcare will increase at an annual rate of more than 4% for the next two years, reaching a...

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The one resolution every CX manager should make (and keep)

We challenge all CX professionals to know their metrics, but to also move beyond a mere score.

It's a New Year, and many people use this time of year to set new goals for themselves. New Year's resolutions have become somewhat of a tradition;...

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Uncovering your REAL customer experience

Uncovering your Customer Experience

It is inarguable that customer experience and listening to the Voice of the Customer is essential. Customers are more likely to rebuy and remain...

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Decluttering your Customer Experience Strategy

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As the weather warms into Spring, many are gripped by a feeling of renewal and the urge to declutter and tidy. There is, in fact, a biological reason...

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Winter is Here – Customer Experience lessons from Game of Thrones

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There is no doubt that George RR Martin and HBO have created a phenomenon. Never has a television series final season been so hotly debated,...

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Customer satisfaction through the right questions

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Metricising customer service for successful CX  

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3 Things You Need to Acquire and Retain Millennial Insurance Customers

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Millennials are fast becoming the largest market demographic in the economy, outstripping previous generations not only in size but in spending...

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Highlights from the CEM Africa Summit 2017

Highlights from the CEM Africa Summit 2017

The CEM Summit this year was one of the best events I have been to. It was an amazing opportunity to discuss pertinent industry issues. The level of...

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Nine ways to improve customer experience in any industry

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It doesn’t matter which industry you’re in, if you have customers you need to provide a great customer experience. And make sure it’s what...

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How listening to your members improves their experience & retention

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The Medical scheme industry has become exceptionally competitive, adding even more challenges to your plate. From streamlining the claims process,...

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Who is responsible for customer experience in your company?

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After a recent, very shocking, customer experience with a service provider, I had to ask myself, “who’s responsible for customer experience in this...

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Four reasons your customer experience strategy might fail

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In today’s highly competitive market, more and more companies are using customer experience (CX) as a competitive differentiator. If you’re in the...

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