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
Gartner on CX & Digital Transformation
Ardonagh Advisory integrates Mendix to speed up digital...
Last week
IoT Analytics on CX & Data Science
Denodo esteemed as Leader in Enterprise Data Fabric by ...
This month
Forrester Research on CX & Data Science
Denodo has been name a Leader in enterprise data fabric
This month
Forrester Wave on CX & Insurance
SAS named leader in Forrester Wave for real-time intera...
This month
Gartner Peer Insights on CX & MarTech
Basware unveils global expansion plans after bookings s...
Last month
Expert columns
By Robert Woolfrey of Twilio
How voice recognition technology can transform customer...
3 days ago
By Christina Kosmowski of LogicMonitor
What does ‘AI-first’ actually mean to business success?
Last week
By Martyn Riddle of Verint
Three reasons contact centres are embracing Open CcaaS
Last week
By Nicola Stewart of Projectworks
25 ways to build and retain trust with your clients
Last week
By Brooke Eddie of LoanOptions.ai
IWD 2024: To facilitate advancement in equality, we mus...
This month
More expert columns
By Natalie Barrett of Dynatrace
IWD 2024: Why inclusion needs to be more than just a no...
This month
By Ange Nash of AA Insurance
Looking ahead and breaking the glass ceiling through se...
This month
By Vipul Aggarwal of BetterCommerce
The strategic imperative of integrating offline and onl...
Last month
By Aparna Gray of Twilio
Redefining profit strategies in Australia: The impact o...
Last month
By Nicola Stewart of Projectworks
Five metrics every successful professional services fir...
Last month
By Liam Merrick of ECI Software Solutions
How manufacturers can use real-time data to shape bette...
Last month
Recent news
About Network Management
Zayo Group launches Waves on Demand for fast fibre netw...
Today
About Government
Calabrio & Customer Driven expand partnership into Aust...
Today
About Data management
One NZ teams up with Salesforce for improved customer i...
Today
About Productivity
RingCentral unveils RingEX, an AI-integrated business p...
Today
About Marketing Technologies
NICE launches next-gen AI tool Enlighten Copilot for CX...
Yesterday
More expert columns
By Liam Merrick of ECI Software Solutions
How manufacturers can use real-time data to shape bette...
Last month
By Robert Woolfrey of Twilio
How Australian businesses can transform customer intera...
Last month
By Jonathan Reeve of Eagle Eye
How Innovative Loyalty Programs Boost Customer Retentio...
Last month
By Frank Baldrighi of GETAC
Four enterprise mobility trends shaping 2024
Last month
By Matt McCormack of Twilio
Call data: Australian businesses’ overlooked tool for s...
Last month
By Jason Carr of Fuel Design Ltd
Enhancing eCommerce customer loyalty: The power of pers...
Last month
Even more expert columns
By Jason Carr of Fuel Design Ltd
Enhancing eCommerce customer loyalty: The power of pers...
Last month
By Robert Woolfrey of Twilio
Utilising AI voice technology to exceed Australian cust...
Last month
By Alex Covin of Pendula
Looking ahead: The great marketing technology transitio...
Last month
By Contributor of NICE
Embracing new tools in CX to revolutionise the digital ...
Last month
By Peter Hughes of RingCentral
Putting all your eggs in one communication basket is ne...
Last month
By Steve Young of SnapLogic
Secure Parking transforms with cutting-edge tech
Last month
By Jonathan Reeve of Eagle Eye
Loyalty programs and innovation, experts reveal all
Wed, 31st Jan 2024
By Jonathan Reeve of Eagle Eye
Loyalty, technology and personalisation - what’s new?
Thu, 25th Jan 2024
By Tony Carn of NextGen
2024 lending trends: efficiency & open banking come int...
Tue, 23rd Jan 2024
By Hari Valiyath of Pixis
Harnessing AI-Powered Business Intelligence for smarter...
Mon, 15th Jan 2024
More news
About Digital Transformation
Australia, NZ brands scoop Adobe Experience Maker Award...
2 days ago
About Online shopping
AliExpress launches livestream shopping for the UK
3 days ago
About Customer Loyalty
Medallia secures top spot in Gartner's VoC platforms ra...
3 days ago
About Customer Journey
NICE unveils Enlighten XM for hyper-personalised custom...
3 days ago
About Integration
ANZ retailers struggle with omnichannel experience
4 days ago
Even more news
About Customer Relationship Management
Lifecycle Software unveils NEXUS for swift, efficient M...
Last week
About Data Security
Singapore leads global shift towards international onli...
Last week
About Data Analytics
P&N Group adopts nCino banking solution to boost operat...
Last week
About Customer service
Australian brands risk $74bn over poor out-of-hours ser...
Last week
About Distribution
Wonder Group partners with Sorted to transform global s...
Last week
Job moves
Move at CyberArk
Legit Security boosts leadership team with new VP appoi...
This month
Move at Yellow.ai
Puneet Arora takes the helm as Yellow.ai's Global Presi...
This month
Move at Nintex
Medallia appoints Ben Brewer as new Chief Revenue Offic...
This month
Move at Business Systems Ltd
Business Systems Ltd welcomes new CEO, Mike Wardell
This month
Move at Microsoft
Basware boosts innovation with key AI & CIO appointment...
This month
Other guides
You can read other related guides from Marketing Technologies, Customer Relationship Management, Contact Centre, Business Intelligence, and Big Data.
Powered by