Customer experience

Customer experience management and improvement.

Bank city high street bank concept
The discussion about the future of retail banking and banks in general is gaining momentum. In an article on The Guardian (The Observer) website, Jill Treanor looks at upcoming announcements in the UK. And there are many challenges ahead in other countries as well. The “digitize or die mantra” in...
Genesys CEO Paul Segre at GForce 15 - via Twitter
With customer service and customer experience gaining the attention they deserve (well, the customer really) and the contact center being  in transformation from the organizational and functional viewpoint amid fast changing technologies and customer expectations, the vendor landscape is changing too. As there is no single solution that can tailor...
Matt Dixon quote CEB
Matthew - Matt - Dixon is Group Leader, Financial Services and Customer Contact Practices at CEB (Corporate Executive Board). If that doesn't ring a bell: Matt also wrote "The Challenger Sale: Taking Control of the Customer Conversation” and "The Effortless Experience: Conquering the New Battleground for Customer Loyalty". Effortless (customer)...