customer experience

At CX North America, you'll learn how to interpret and implement ethical AI principles across your organization to protect your customers, business, and brand.

Déjà bien avant que l’épidémie de coronavirus ne frappe, les recherches menées par Forrester révélaient qu’un grand nombre de consommateurs français s’inquiétaient de l’état de leurs finances personnelles et considéraient la gestion de ces dernières comme une tâche difficile. De fait, un an avant la crise, un quart des consommateurs français interrogés déclaraient se sentir […]

This blog post was translated by Corrado Loreto. Una nostra recente ricerca ha dimostrato che, ancor prima della pandemia di Covid-19, i consumatori italiani stavano affrontando molteplici difficoltà finanziarie ed erano preoccupati per la loro generale situazione finanziaria. Per capire come la pandemia sta influenzando le finanze e i comportamenti dei consumatori, abbiamo intervistato 1.137 […]

Learn how we'll help firms master B2B customer experience at the CX North America live virtual experience on June 16-18, 2020.

Thirteen percent of UK adults have seen their income (hours and/or wages) reduced due to COVID-19. This is impacting their ability to spend and meet financial commitments: Around half have reduced spending to the minimum, and 10% have missed a bill or loan payment.

As the UK begins to face a staged return to work, business leaders must capitalize on the trust their employees have placed in them, take the lead on helping their employees through the crisis, and create a sense of security.

Firms Poised To Survive The Pandemic Aren’t Laying Off CX Pros — They’re Doubling Down To cut costs, companies are laying off employees in customer experience (CX), customer success, and customer support. That’s a big mistake for three reasons. First, we have proof that improving CX increases revenue, lowers cost, and mitigates risk. Second, firms with a strong CX function have the customer understanding needed to weather the pandemic. Insights about needs and […]

Even before the COVID-19 outbreak, our research showed that Canadian consumers were facing multiple financial challenges and were worried about their financial situation. To see how the pandemic was impacting consumer finances and behaviors, we surveyed 1,119 Canadian online adults in April 10–15, 2020 and found that Canadians: Are already feeling the impact of COVID-19 […]

Even before the COVID-19 outbreak, our research showed that US consumers were facing multiple financial challenges and were worried about their financial situation. To see how the pandemic was impacting consumer finances and behaviors, we surveyed 1,122 US online adults in April 10–15, 2020 and found that US consumers: Are already feeling the impact of […]

The crisis in financial services is not just that most banks don’t get relevance and relationship right. It’s that most of the leading consumer brands eyeing the financial space do.

To encourage customers to come back and usher in economic recovery, companies must plan to redesign their physical-location experiences to address customer fears of COVID-19 and their desire to maintain social distancing.

COVID-19 Accelerates Momentum For Sales Engagement B2B sellers face the most challenging selling environment of their lifetimes. Business leaders who already invested in sales digital transformation and technologies are reaping the rewards for their prescient decisions. Sales engagement (SE) solutions — originally designed to help sales development reps manage and automate multichannel touchpoints — now deliver significant productivity gains and more to entire revenue teams. The COVID-19 pandemic is accelerating existing […]

Bien qu’il y ait déjà plus de 12 millions de chômeurs partiels, de nombreux français ne semblent pas encore réaliser l’ampleur de la récession économique qui s’installe. Ils vont sortir progressivement du confinement pour entrer dans la crise, qui s’aggravera si la confiance n’est pas au rendez-vous ou si le déconfinement est trop progressif. Une […]

Building a successful CX business case requires a strong foundation. Get three best practices here for successfully building your CX business case.

To bring moments-based engagement to life, marketers will need a new approach to recognize and act on moments and new planning techniques to establish balance between moments and campaigns. To pull it off, they’ll need the data and technologies that can turn signals into insights and to identify the moments that matter and deliver interactions precisely at the right time.

Six things B2C marketing leaders in Europe should build into their pandemic response strategies.

New customer journeys are emerging as digital adoption accelerates during COVID-19. These are journeys you’ll want to map, because a journey map is often the first opportunity to view the end-to-end customer experience and understand the wants, needs, and pain points of your customers as they navigate that journey.