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
NIQ on CX & Data Analytics
AI & data to transform marketing & media by 2025
Last week
Gartner on CX & MarTech
Optimizely named leader in Forrester Wave for EO soluti...
Last week
IDC MarketScape on CX & Cloud Security
Vectra AI named leader in 2024 IDC MarketScape report
Last week
IDC MarketScape on CX & MarTech
Twilio recognised as leader in IDC MarketScape for CDP ...
This month
Gartner on CX & MarTech
BillingPlatform named leader in SPARK Matrix 2024 repor...
This month
Featured news
About Unified Communications
Exclusive: NICE CXone drives customer experience innova...
This month
About Software-as-a-Service
Exclusive: LogicMonitor leads hybrid observability acro...
Last month
About Software-as-a-Service
Exclusive: Smartsheet’s Miya McClain discusses expandin...
Last month
About Digital Transformation
Exclusive: Farm Focus CEO highlights tech-driven transf...
Last month
About Marketing Technologies
Exclusive: Celonis expands ANZ footprint with bold grow...
Fri, 25th Oct 2024
About Firewalls
Okta's redrawing its cybersecurity boundaries, says CSO
Fri, 18th Oct 2024
About Business Intelligence
Exclusive: Pronto Software CEO on AI innovations, growt...
Fri, 11th Oct 2024
About EduTech
Exclusive: How Partners Life is simplifying the journey...
Tue, 1st Oct 2024
About Storage
Exclusive: Wasabi's Rob Waite discusses growth, cloud s...
Tue, 1st Oct 2024
About Inflation
Scream if you want to go faster; 5 ways retailers can i...
Mon, 23rd Sep 2024
Expert columns
By Harsha Solanki of Infobip
GenAI in action: Transforming APAC business functions t...
Last week
By Teleperformance
Australians increasingly turn to AI chatbots for holida...
Last week
By Maria Giacobbe of Epsilon
Loyalty, CTV, ‘brandformance’: Three martech trends in ...
This month
By Belinda Koh of PayPal
7 Strategies for Asian SMBs to Unlock International Gro...
This month
By ShipStation
Empowering retailers globally: ShipStation’s new Integr...
This month
Interviews
Discussing Unified Communications
Exclusive: NICE CXone drives customer experience innova...
This month
Discussing Software-as-a-Service
Exclusive: LogicMonitor leads hybrid observability acro...
Last month
Discussing Software-as-a-Service
Exclusive: Smartsheet’s Miya McClain discusses expandin...
Last month
Discussing Digital Transformation
Exclusive: Farm Focus CEO highlights tech-driven transf...
Last month
Discussing Marketing Technologies
Exclusive: Celonis expands ANZ footprint with bold grow...
Fri, 25th Oct 2024
More expert columns
By Kris Costello of Aryza
Creating seamless borrower journeys: The automation rev...
This month
By Emily Bristow of SS&C Blue Prism
Enhancing customer service through AI-powered personali...
This month
By Ashley Diffey of Ping Identity
Why identity management is an essential investment for ...
This month
By Anurag Vasisth of Loyalty Now
How retail businesses can build loyalty this festive se...
This month
By Anthony Daniel of WatchGuard Technologies
The role of a competitive offering in enhancing custome...
This month
By Darren Cockerell of SS&C Blue Prism
Debunking the myth of robophobia – why intelligent auto...
Last month
Recent news
About Unified Communications
One NZ launches nationwide Satellite TXT with Starlink
Last week
About Cloud Services
G+D unveils BPS C evo to enhance cash-handling efficien...
Last week
About Social Media
Cloud contact centre market grows, driven by demand for...
Last week
About Content Management System
Brightcove enhances platform with Acquia partnership
Last week
About Scams
Sinch predicts AI & human synergy in customer service 2...
Last week
More news
About Online shopping
Australians embrace AI chatbots for holiday shopping
Last week
About Digital Transformation
APAC enterprises to prioritise AI ROI by 2025, says rep...
Last week
About Fintech
Forrester report identifies key mobile banking features...
Last week
About Gaming
Bureau raises USD $30m Series B amid soaring fraud cost...
Last week
About Marketing Technologies
Salesforce unveils Agentforce 2.0 with enhanced AI agen...
Last week
Even more news
About Data Protection
Lifecycle Software predicts 2025 telecom industry trend...
Last week
About Software-as-a-Service
Solace unveils micro-integrations for real-time data fl...
Last week
About Collaboration
Appian boosts scalability with Autoscale & AI insights
Last week
About Marketing Technologies
Sinch predicts 2025 trends in digital customer engageme...
Last week
About Sustainability
Tradebyte predicts challenges & strategies for 2025
Last week
Job moves
Move at Google
Zendesk appoints Shashi Upadhyay as AI strategy leader
This month
Move at MAPP
Mapp appoints James Brooke as new Chief Executive Offic...
This month
Move at IBM
Zendesk appoints Mitch Young to lead Asia Pacific growt...
This month
Move at ResetData
ResetData bolsters senior team for CBD AI factory rollo...
This month
Move at Cisco
Freshworks appoints Srinivasan Raghavan as Chief Produc...
This month
Other guides
You can read other related guides from Marketing Technologies, Customer Relationship Management, Artificial Intelligence, Unified Communications, and Data Analytics.
Powered by