The Ultimate Guide to Customer Experience
2024 edition
Overview
Also known as CX.
In days gone by, the IT department, computer and other device manufacturers, and software developers, gave little to no thought about the intended users of their products. Ushered in by companies like Apple, that’s all changed: today, Customer Experience (CX) is the field of endeavour concerned with how people receive and interact with products, services and organisations themselves (the term is also used frequently in a Contact Centre context). CX encompasses emotions, opinions and perceptions of products and services, and CX practitioners seek to positively influence how customers receive and interact with the organisation, it’s services and products.
Analyst reports
Frost & Sullivan on CX & MarTech
AppOmni sees 116% revenue growth in booming SaaS securi...
Last week
Everest Group on CX & MarTech
GlobalLogic recognised as leader in Everest Group's sof...
Last week
RIA on CX & Cloud Services
Reltio introduces AI-powered Customer 360 Data Product
Last month
Gartner on CX & MarTech
Medallia secures top spot in Gartner's VoC platforms ra...
Tue, 26th Mar 2024
Gartner on CX & Cloud Services
Ardonagh Advisory integrates Mendix to speed up digital...
Tue, 19th Mar 2024
Expert columns
By John Agger of Fastly
Why e-commerce security is a balancing act between spee...
Last week
By Paco Albie of Digital Immersion
Debunking the “Three Year Lie”: A new approach to retai...
This month
By Staff Writer of Amperity
Let’s dive in! Amperity’s CTO on Gen AI as catalyst for...
This month
By Abdul Rehman Zafar of Ververica
Harnessing Ververica Cloud for e-commerce success
This month
By Iman Ghodosi of Backbase
How blending ICT environments can elevate or impede you...
Last month
More expert columns
By Staff Writer of Projectworks
Navigating the future of the consulting industry
Last month
By Joyce Gordon of Amperity
Unleash the potential of AI and elevate customer-centri...
Last month
By Kelvin Chaffer of Lifecycle Software
The rise of the brand centric approach in the MVNO mark...
Last month
By Jonathan Reeve of Eagle Eye
Artificial Intelligence and the Retail Personalisation ...
Last month
By Staff Writer of Safeguard Global
Accelerate global growth with an agile HR strategy
Last month
By Joyce Gordon of Amperity
Unpacking AI-powered marketing with good versus poor qu...
Last month
Recent news
About Productivity
New Zealand tech leaders invest in non-premise IoT for ...
Yesterday
About Fintech
Autonom8 & Ziel Fintech partner to streamline loan orig...
Last week
About Contact Centre
Yellow.ai debuts industry-first Orchestrator LLM in AI ...
Last week
About Digital Marketing
ANZ small businesses weigh increased marketing amid eco...
Last week
About Cloud Services
Gallagher Security unveils new Command Centre v9.10 upg...
Last week
More expert columns
By Joyce Gordon of Amperity
Unpacking AI-powered marketing with good versus poor qu...
Last month
By Robert Woolfrey of Twilio
How voice recognition technology can transform customer...
Wed, 27th Mar 2024
By Christina Kosmowski of LogicMonitor
What does ‘AI-first’ actually mean to business success?
Thu, 21st Mar 2024
By Martyn Riddle of Verint
Three reasons contact centres are embracing Open CcaaS
Thu, 21st Mar 2024
By Nicola Stewart of Projectworks
25 ways to build and retain trust with your clients
Wed, 20th Mar 2024
By Brooke Eddie of LoanOptions.ai
IWD 2024: To facilitate advancement in equality, we mus...
Fri, 8th Mar 2024
Even more expert columns
By Brooke Eddie of LoanOptions.ai
IWD 2024: To facilitate advancement in equality, we mus...
Fri, 8th Mar 2024
By Kam Kaila of IT By Design
IWD 2024: Who defines you as a woman
Thu, 7th Mar 2024
By Natalie Barrett of Dynatrace
IWD 2024: Why inclusion needs to be more than just a no...
Thu, 7th Mar 2024
By Ange Nash of AA Insurance
Looking ahead and breaking the glass ceiling through se...
Thu, 7th Mar 2024
By Fahmi Mohammed of Brave Bison
Artificial Intelligence: The key to Customer Lifetime V...
Fri, 1st Mar 2024
By Vipul Aggarwal of BetterCommerce
The strategic imperative of integrating offline and onl...
Thu, 29th Feb 2024
By Aparna Gray of Twilio
Redefining profit strategies in Australia: The impact o...
Tue, 27th Feb 2024
By Nicola Stewart of Projectworks
Five metrics every successful professional services fir...
Wed, 21st Feb 2024
By Liam Merrick of ECI Software Solutions
How manufacturers can use real-time data to shape bette...
Tue, 20th Feb 2024
By Robert Woolfrey of Twilio
How Australian businesses can transform customer intera...
Tue, 20th Feb 2024
More news
About Machine learning
Booking.com launches AI Trip Planner in New Zealand
Last week
About Accounting systems
Kore.ai research finds AI preference among contact cent...
Last week
About Marketing Technologies
Medallia recognised as Technology Leader in Q4 2023 Spa...
Last week
About Online shopping
Frasers Group to massively revamp digital infrastructur...
Last week
About Marketing Technologies
Five Faces unveils major upgrade to its DX5 Framework
This month
Even more news
About Software-as-a-Service
Tesco teams up with Eagle Eye for personalised Clubcard...
This month
About Cloud Services
Qualtrics expands AI offerings in global partnership so...
This month
About Customer service
Roq underscores importance of tech maintenance to preve...
This month
About Smartphones
Qvantel to provide 5G platform to Perfectum in Uzbekist...
This month
About NPS
Qualtrics and Bain & Company boost partnership to enhan...
This month
Job moves
Move at BlackLine
Jimmy Duan steps into Chief Customer Officer role at Bl...
Last week
Move at Google
Dennis Woodside takes over as Freshworks CEO from found...
This month
Move at Sitecore
Sitecore appoints Dave O'Flanagan as CEO with AI-first ...
Last month
Move at Kore.ai
Kore.ai appoints Paul Rilstone as VP for Australia & Ne...
Last month
Move at Microsoft
Qualtrics appoints Gurdeep Singh Pall as AI Strategy Pr...
Last month
Other guides
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