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    Transitioning to streamlined digital processes for quality customer experiences

    Transitioning to streamlined digital processes for quality customer experiences

    2020 has brought about many challenges for organisations unprepared for the rapid shift to digital cloud-based processes.  As we discussed in our recent webinar on The New Normal, the organisations that were able to rapidly and smoothly shift to digital platforms for customer communications and

    employee experience
    Why investing in employee experience will improve customer experience

    Why investing in employee experience will improve customer experience

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    Improving customer experience (CX) is high on the list of priorities of clever companies that know a positive CX contributes to more loyal customers and higher revenues. So why does employee experience matter? Delivering the experiences that matter inevitably requires capitalising on technology. Integrated, cloud-based tools

    Looking beyond platform – are your processes and people affecting your customer interactions? Part 5: People and Organisation

    Looking beyond platform – are your processes and people affecting your customer interactions? Part 5: People and Organisation

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    Following on from People and Process Parts 1, 2, 3 and 4, in this post we’ll focus on the of key issues of PEOPLE and ORGANISATION. We observe four key areas where impediments to fluid, good practice can occur. When prudent to do so, and relevant to customer communications management processes,

    Looking beyond platform – are your processes and people affecting your customer interactions? Part 4: Testing

    Looking beyond platform – are your processes and people affecting your customer interactions? Part 4: Testing

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    Following from People and Process Parts 1, 2 and 3, in this post we’ll focus on the of key issue of TESTING. Poor processes when planning, executing and reporting on testing, let alone when expediting fixes, will also hit your bottom line by hampering your ability

    Looking beyond platform – are your processes and people affecting your customer interactions? Part 3: Requirements

    Looking beyond platform – are your processes and people affecting your customer interactions? Part 3: Requirements

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    Following from People and Process Parts 1 and 2, in this post we’ll focus on the of key issue of POOR REQUIREMENTS GATHERING AND MANAGEMENT. This issue will also hit your bottom line by hampering your ability to move faster and execute cheaper and better. The

    Looking beyond platform – are your processes and people affecting your customer interactions? Part 2: Change

    Looking beyond platform – are your processes and people affecting your customer interactions? Part 2: Change

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    Following from Part 1, in this post we’ll focus on another key issue we observe. This issue will hit your bottom line by hampering your ability to move faster and execute cheaper and better: RIGID AND LONG CHANGE PROCESSES Without simplified and workflow-supported change processes

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