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AI and the Future of CX
Exceptional Customer Experience is no longer a luxury, but a necessity to build brand loyalty and drive growth. In our new paper, AI and the Future of CX, we explore how Generative Artificial Intelligence (Gen AI) can revolutionise experiences by balancing digital efficiency with human interaction.
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Applying Lessons from CX Text Analytics to Generative AI
Not Doomed to Repeat: learning from the past of Customer Experience text analytics will ensure we obtain the most value from Large Language Models
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CX Service Design: Creating emotional attachment and driving brand growth
Designing customer experiences that drive business success
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Got30: An Ipsos vodcast
Got30 is a vodcast answering some of the questions we get asked by clients about Customer Experience and Channel Performance. We publish new videos every other week.
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Putting in the Effort: Why treating customers fairly is key to business success
Measuring customer effort in isolation is not enough. Organisations need to measure the Customer: Company Effort Ratio (C:CER) which takes both perceived customer and company effort into account.
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Staying close to your customers
Why customer experience still matters amid COVID-19 and social distancing.
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The Essential Steps for Building and Maintaining a Best-in-Class Customer Experience Culture
There’s no doubt that CX is a big business and it’s getting bigger. Some estimates put the measurement and implementation of CX programmes at $11 billion globally by 2020.
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Seven Ways to Embed Your Enterprise Feedback Management Programme to Drive Sales
Let’s cut to the chase: a truly successful enterprise feedback management programme (EFM) is designed with the corporate strategy central to the programme and has links to seven key functions of an organisation, starting with the C-Suite.