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AI is the power tool of CX 

A new global research report from MIT Sloan Management Review (SMR) Connections, Delivering Experiences That Win Business and Build Loyalty: CX Champions Share Their Strategies, sponsored by SAS, has revealed that customer experience (CX) champions gain better returns from...


Battle of the banks – How to build loyalty in banking 

White Label Loyalty is a Yorkshire-based company that specialises in designing tailor-made loyalty programmes for brands. Achille Traore, CEO, White Label Loyalty, talks to us about how the financial sector is growing more dependent on customer experience and why it is implementing loyalty...


90% of Brits will leave a brand they trusted after only two or three poor customer experiences 

Emplifi, a leading unified customer experience platform, has released, 11 key things consumers expect from their brand experiences today, a new report which reveals that the majority (90%) of UK consumers will leave a brand they were once loyal to after only two or three bad customer service...


Digital customer experience transformation boosts European outsourcing industry

Personalisation, 24/7 availability and support through digital channels should enable most brands to keep up with changes in customer behaviour.   According to Frost & Sullivan, the European outsourcing industry’s focus on improving the conversational customer experience...


CIO and CCO and CMO partnership vital to customer experience

Jason du Preez, Senior Vice President Asia Pacific, SugarCRM, discusses why the CIO, CCO and CMO partnership is essential to Digital Transformation and customer experience with the result of making CX as frictionless as possible across all digital touchpoints. The days of CIOs with roles that...


Zendesk finds customer experience maturity leads to business resilience, revenue growth and agent retention

According to new research released by  Zendesk in partnership with Enterprise Strategy Group (ESG), companies that have continued to invest in their customer experience (CX) over the past year are 10 times more likely to have maximised their resiliency during the pandemic and...


MAST Consulting Group launches RIAA

Mast Consulting, part of the MAST Consulting Group, has announced the launch of its full-suite employee empowerment and retail experience solution – RIAA – the Retail Intelligence and analytics app. This innovative solutions suite is designed to empower retail employees and...


Having a successful customer experience strategy for 2022

There’s no doubt that this year, servicing the world’s connectivity needs has been more critical than ever before. Network providers have faced many new challenges as we grew more and more reliant on connectivity for the way we live, work and socialise. Mark Smith, VP of Digital...


How to guarantee brand loyalty from consumers

Businesses around the world are dependent on their clientele and establishing a good customer base. Once, that has been developed, however, another question arises: how do businesses guarantee brand loyalty from their consumers? Intelligent CXO spoke to four more experts from across industry...


Sana Commerce finds e-commerce sites failing B2B buyers

B2B suppliers are failing buyers, new research has found, with 52% of e-commerce sites not fully meeting expectations. The survey, conducted by Sapio Research on behalf of Sana Commerce, found accelerated Digital Transformation in the B2B buying space, with more business being...


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