CX Features

CX Infowall

Exceeding Customer
Expectations

There’s lots of talk about how Service does this, but before you can exceed customer expectations you need to know what they actually expect. Understanding what provokes consumer behaviours can help, check out the resources below to find out more.

Are Customers ever Truly Loyal?

Are Customers ever Truly Loyal?

Author: David Lopes

What customers say and what they actually do can be very different, which begs the question – what is customer loyalty?

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Becoming Digital - Are you Ready?

Becoming Digital - Are you Ready?

This research explores how digital transformation is being realised within today's customer-focused organisations.

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5 Rules for Social Customer Service

5 Rules for Social Customer Service

Author: Matt Bateson

Wherever you are on your social customers service journey here are 5 golden rules for success!

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Calling all great IT leaders, welcome to the CX machine…

Calling all great IT leaders, welcome to the CX machine…

Author: Syam Krishnan

By now, most of us know there are many good reasons why Customer Experience (CX) is a strategic focus for organisations and we are also pretty well aware that investment in improving CX is set to grow.

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Busting the Loyalty Myth

Busting the Loyalty Myth

Dare you watch?

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What’s the best metric for Service?

What’s the best metric for Service?

Author: David Lopes

New approaches to Service require new measures, but is it NPS, CES or something else entirely?

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All in all you're just another brick in the Wall!

All in all you're just another brick in the Wall!

Author: Syam Krishnan

Are you just another brick in the wall by Syam Krishnan.

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Serve Your Customers Anywhere

Serve Your Customers Anywhere

How do you serve customers consistently in the multi-channel world? Here are some customer examples.

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Dogs are Loyal. Customers aren’t

Dogs are Loyal. Customers aren’t

Using psychology for better Customer Service.

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