CX Index

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Recent Posts

22 January 2019

Raising the CX Bar in the Expectation Economy

Customer expectations have been on the rise for the past two decades, but businesses continually fail to adapt to the changing customer expectation landscape. Amazon, Starbucks, Uber and the like are able to provide services and experiences that are fast, smooth and reliable, and customers across industries are expecting the quality of customer service and experience to match these but they are often left receiving the bare minimum.  

This blog post will explore some elements of the Expectation Economy and how you can make changes to your CX programme to accommodate rising customer expectations.

03 December 2018

CX for Millennials and Gen Z: Tailoring Customer Experience to the Younger Generations

Millennials and Gen Z are an easy target of criticism from older generations, often being criticised for heavily depending on technology and an obsession with social media. But every generation is criticised by their parents’ cohort for behaving a little differently. Yes, Millennials and their Gen Z contemporaries are use smartphones more than any other generation, but for businesses, this provides an opportunity for customer engagement.

This blog post offers a number of key considerations to help you better understand Millennial and Gen Z habits so you can tailor your CX programme to suit a new generation of preferences and expectations.

06 November 2018

CX + AI: Balancing a Human Touch with Machine Learning

Artificial intelligence (AI) is particularly impactful in the provision of personalisation and efficiency for a customer’s experience. This blog post looks into a couple of developing AI trends that have had an important impact on customer experience.

17 October 2018

How to Respond to Customer Comments: the Good, the Bad & the Ugly

Consumer Generated Content and digital reviews are having a serious effect on businesses, with 90% of customers reading online reviews before deciding to make a purchase. While your business cannot control what customers are saying about you on the Internet, you can control the narrative.

12 October 2018

The Top Five Reasons CX Programmes Can Fail

Introducing a CX programme to a business is a huge commitment requiring ample financial backing and effort. The failure rate of IT-enabled business initiatives is 60%, but if you consider the following points, your CX programme doesn’t need to be part of this statistic.

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