CX
How Ikea is improving CX with AI-powered product recommendations
Swedish retail giant Ikea is best known for flat-pack furniture that is easy to assemble straight out of the box.…
Why edge computing will play a leading role in the evolution of CX
Customer interactions are overwhelmingly digital – and emerging technologies such as the internet of things (IoT), robotics, and virtual reality…
AI is helping call centre staff handle a tide of angry customers
Call centre staff are dealing with more angry customers than ever before as commerce moves online due to the Covid-19…
Why 2017 Really Will Be the Year of CX
In 2012, only 30% of companies surveyed by Gartner expected to compete for business primarily on the basis of delivering…
Customer journey mapping: a route to insights
Customer journey mapping is giving some public bodies a deeper understanding of what their customers need, writes Tracey Caldwell Customer…
