Customer experience (CX) programs that have been running for several years are often in a Catch-22: the program has lost buy-in because it is not perceived to produce actionable insights; however, ...

Customer experience (CX) programs that exceed management expectations are 2.3 times more likely to have CX efforts in marketing not primarily focused on the path to purchase but on the journey after ...

THE CHALLENGES OF 2022 will create an inflection point for customer experience (CX) programs in 2023—and many will not survive. Last year was a rough one for CX programs as companies lost their focus ...

We get lost in CX metrics acronym bingo, and use these as the defining standard of our CX program. There's a better way. NPS. CLI. CSAT. CES. CLV. And on and on and on. Most of us have tried it all — ...

The challenges of 2022 — when companies lost their customer focus amid rising customer expectations and a worsening economy — will create an inflection point for customer experience (CX) programs in ...

About VistaXM VistaXM is the creator of CX-as-a-Service (CXaaS), a fully managed customer experience delivery model built for mid-market B2B companies. VistaXM operates complete CX programs end-to-end ...

Survey of 160+ CX decision makers at global enterprises finds customer frustration with automation and chatbots to be top challenge in delivering effective customer service Value-based routing–the ...

Despite the recent challenges in overall experience quality seen in Forrester’s Customer Experience Index (CX Index™) benchmarks, customer experience (CX) remains a priority for many organizations.

Fusion CX expands its Latin America nearshore footprint with the acquisition of Skycom BPO, adding USD 25M in annualized ...

Ford is turning to its softer side to improve the customer experience, or CX. Ford this spring is rolling out an airline-style rewards points program and is training call center reps to be friendlier ...