Christian Selchau-Hansen says companies need to make more of their data to create experiences for a segment of one
Category: Technology
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70% of B2B buyers mull switching vendors based on digital purchasing experiences during COVID-19
PROS research shows increased use of digital channels but ongoing concerns about pricing transparency and ease of doing business
AppDynamics exec says CX pros won’t win the race to digitize experiences if IT performance issues are overlooked
Joe Byrne discusses the firm’s Agents of Transformation report and the potential of its Experience Journey Map
Airline industry execs warn passenger experience improvements can’t be left up in the air
Fehr data shows what’s dominating conversations among travellers, while Diehl Aviation imagines the cabin of the furture
Zendesk studies startup spending on customer service tools as part of a CX strategy
Depending on how you define ‘fast growing,’ investing in technology to help agents is a key success factor, benchmark report suggests
Qualtrics evolves from ‘Experience Matters’ blog to XM Institute community
An exec discusses the SAP subsidiary’s collection of resources, training and forthcoming certification program
Sitel CX data suggests brands are enjoying a ‘state of grace’ from forgiving consumers
Contact center firm surveys U.S. and U.K. to identify the most appreciated innovation during COVID-19, top vertical industry and more
What may get overlooked amid the debate over CX efficiencies
A survey of 120 CX professionals from Kustomer examines why some firms are reluctant to use intelligent routing, chatbot and other tools
PROS VP of Strategy advises B2B firms on the best ways to shift to digital CX
Geoff Webb talks about the changes in buyer expectations since they’ve all been working from home amid COVID-19
W12 Studios CEO says brands need to design a ‘Global Experience Language’
Fabian Birgfeld’s talk during Collision at Home reflected a key challenge facing everyone who had planned to attend the big tech conference