Customer Experience (CX) articles & resources
We’ve put together this comprehensive and thorough selection of Customer Experience articles to give you the tools and information you need to manage, strategise, measure and impact all aspects of the Customer Experience for your business.
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What is NPS? Your ultimate guide to Net Promoter Score
NPS stands for Net Promoter Score, a metric used in customer experience programmes. NPS measures the loyalty of customers to a company. NPS scores are measured with a single question survey and reported with a number from -100 to +100. A higher score is desirable.
14 min read
More NPS articles
Your ultimate guide to customer journey mapping
Find out about how to start customer journey mapping, and how to improve it for the benefit of your customers and the business.
14 min read
More Customer Journey articles
The importance of customer relationship building
Business success is defined by the ability to build strong, lasting customer relationships. But how can you cultivate them to provide great ROI? Read our top suggestions for building long lasting relationships with your customer base.
12 min read
More Customer Experience articles
How to improve the contact centre experience
What is the contact centre experience, and why is it vital to make it work for both your agents and customers? Read on to understand the best practices for contact centre experience and how it relates to your bottom line.
13 min read
More Contact Centre articles
Your ultimate guide to customer satisfaction
How can you deliver meaningful experiences that your customers expect if you don’t know whether you’re satisfying their needs? Understand what customer satisfaction is, why it matters and how measuring it can help you improve the overall experience.
22 min read
More Customer Satisfaction articles
Customer Churn & Retention
What is customer loyalty?
Want to know what keeps customers coming back to successful businesses? Here’s the low-down on customer loyalty.
8 min read
More Customer Churn & Retention articles
Your ultimate guide to customer experience
We've put together this comprehensive and thorough CX guide to give you the tools and information you need to manage, strategise, measure and impact all aspects of the customer experience for your business.
26 min read
More CX Management articles
Customer service: your playbook to max ROI
Great customer service is the foundation of providing an excellent customer experience and consumers continue to reward companies that do service well. According to research by American Express, consumers are willing to spend 69 percent more with companies that deliver good customer service.
16 min read
More Customer Service articles
Digital customer experience: Everything to know in 2023
Digital and physical experiences continue to blur. We’ve found that some physical experiences are better online, and consumers want to keep it that way. How well you deliver and personalise these experiences will determine your success in 2023.
23 min read
More Digital CX articles
17 min read
Use conversation analytics to get the bigger customer picture
What is conversation analytics, and how can it help you get a deeper understanding of customer sentiment? Learn how to integrate conversation analytics into your feedback channels and use conversation intelligence for a better customer experience.
10 min read
More Conversational Analytics articles
The complete guide to B2B customer experience
B2B customer experience (CX) management is often inspired by the B2C market. However, there are B2B nuances that require a more personalised approach. Learn how to create the ultimate B2B customer experience with our best practice guidelines.
22 min read
More B2B CX articles
Customer feedback: what to collect and when
Customer feedback is the best way to gain insights into what drives your customers to buy (and keep buying) from you – but how should you collect it, and which metrics should you use to track your customer experience?
29 min read
More Customer Feedback articles
User experience (UX): the ultimate guide
UX (user experience) has moved from buzzword to core business priority in a few short years. Here’s everything you need to know about what UX is and how it fits into your business strategy.
20 min read
More User Experience articles
Location based CX
The ultimate guide to geofencing and beaconing for customer experience
As technological innovation accelerates, businesses need to keep with the latest techniques to provide great customer experiences. Read on to learn about geofencing and beaconing and how they can significantly improve your CX.
18 min read
More Location based CX articles
What is the student experience?
From colleges to universities, more and more academic institutions are looking at the student experience as a key differentiator in the battle to attract the best applicants. But what is the student experience and how can you improve it?
9 min read
More Academic articles
Customer experience is what drives satisfaction, loyalty, and advocacy based on the quality of interactions throughout the customer lifecycle.
There is a massive gap between the experiences companies offer and the experiences a new generation of consumers demand. When polled, 80% of CEOs believe they are delivering a superior experience, but only 8% of customers agree.
This is the customer experience gap, and it has significant financial implications.
A recent study showed that “Customer Experience Leaders” grow 2x faster and maintain operations that are 15% leaner than the average company.
A separate study by Forrester found “CX Leaders” outperformed companies considered “CX Laggards” by nearly 80 percentage points over 8 years in terms of stock performance.
Companies are learning that positive customer experiences are powering positive business outcomes.