Customer Experience (CX) articles & resources

AI and CX

Using AI to create unrivalled customer experiences

With the right approach, artificial intelligence (AI) can help you to launch personalised customer experiences at scale. Learn how the right AI-driven tools can help to design experiences that increase engagement and boost your customer retention rate.
17 min read

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

CX Management

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

Digital CX

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

Customer Service

Customer service and how to improve it

Whether you’re working in a customer-facing role, managing a team in a contact center or looking to improve customer experience on a company-wide level, use these customer service tips and skills to make sure you’re at the top of your game.
22 min read

Contact Centre

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.
17 min read

Customer Feedback

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

Customer Experience

Customer Data Platforms: Everything you need to know

Collecting and managing customer data is more important than ever. But how can you ensure you’re making the most of customer interactions and impressions on every channel? Welcome to the world of the CDP. Here’s what managing your customer data could do for your business…
14 min read

Customer Journey

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

Customer Satisfaction

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

User Experience

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

NPS

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

Conversational Analytics

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

B2B CX

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

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

Academic

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