Customer experience

Customer experience management and improvement.

Cisco acquires customer experience (CX) management company CloudCherry in order to strengthen its contact center portfolio (with, among others, Webex Contact Center) and to realize another step in its “Cognitive and Collaborative Contact Center” approach. Cisco and CloudCherry have been working together since quite some years (with CISCO Investments...
Digital banking concept
Digital banking and mobile banking are mainstream, yet research shows that not all is well from the consumer perspective. What do customers expect from their banks? In order to know it's always good to conduct some (VoC) research and analyze the individual sitation as all banks are different and contextual...
Holistic
Being utterly customer-centric and putting customer (experience) first is a ‘must’ (and always should have been) and a mantra for all organizations. It’s even a core reason why organizations digitally transform. At least, so it seems. The real reasons why we focus so much on customer experience and the digital...