Articles
Tag: dx22 leaders
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Erik Smith: Top Customer Experience Trends to Watch in 2023
Contact center leaders who want to improve the way their teams engage with customers this year should keep one critical objective front and center.
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Neha Sampat and Jasmin Guthmann: Top Digital Challenges Retailers Face in 2023
Retailers are challenged because they don’t have adequate technology to create, manage and scale content with demand.
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Karen Naves: Strategies to Build a CX That Engages, Acquires and Retains Customers
It's a tough economic landscape out there. Personalized, real-time CX is the game changer.
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James Kim: Digital Experiences Shape Customer Experience
It’s easy to make an experience that is complicated and robust. It’s hard to make an experience that is simple and intuitive.
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Kyle Kovacs: The Ecosystem of Customer Experience Data
It’s important for the various teams and people within the organization to have a direct and clear understanding of what data says and how to act on it.
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Colin Crowley: Managing Ever-Shifting Customer Expectations
The pandemic has created some “cultural angst” among consumers who are more anxious about the trustworthiness and delivery of services.
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Dave Singer: Simplifying the Digital Experience
The ideal digital customer experience is consistent and simple.
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Erik Smith: Evolving Alongside the Customer
Want to keep customer satisfaction high? Providing channels that your customers prefer is the first step.
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Matt Parisi: Digital Experience as Customer Experience
Customers still have high expectations for how companies deliver experiences. How good are they at applying insights from the data they have access to?
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Eduardo Moraes: Evolve Your Customer Experience With Design Thinking
Design thinking is all about putting people first in the design process.
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Jon Hodgson: How and Why Micro-Moments Matter
User experience monitoring and back-end monitoring are really two sides of the same coin.
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Simone Grapini-Goodman: Using Digital Analytics to Improve the User Journey and Increase Customer Loyalty
DiRx needed to win over customers from larger competitors. It leveraged digital experience analytics and changed the way customers engage with its pharmacies.
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Julien Rio: Want to Elevate Experiences? Open Your Communication Channels
To remain competitive, companies should cater to both the employee experience and the customer experience.
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Dave Singer: Optimizing Quality Programs for Customers
In our DXS leaders Q&A, SMG spoke with Dave Singer of Verint about quality programs for customers, their evolution over time and future possibilities.
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