Navigating the Evolving Landscape: A Glimpse into the CX Industry’s Near Future
As we navigate through the dynamic realm of Customer Experience (CX), it’s imperative to stay ahead of the curve to ensure we’re meeting and exceeding our customers’ evolving expectations. Here’s a glimpse into the significant trends and shifts expected to shape the CX industry in the coming months: 1. Emphasis on Proactive Engagement The […]
Navigating Climate Change and Customer Experience: Lessons from Expo City Dubai
In the dynamic arena of customer experience (CX), climate change emerges as a profound influencer, reshaping consumer expectations and business operations worldwide. The recent report of record-breaking global temperatures underlines the urgency for brands to incorporate environmental stewardship within their CX strategies1. At this nexus of climate action and customer engagement, Expo City Dubai emerges […]
The Unfolding Saga of ‘Calculated Misery’ from Airlines to Social Media: A Customer Experience Conundrum
In the realm of business, particularly in sectors where customer interaction is frequent and pivotal, various strategies are employed to optimize revenue. One such strategy, emanating from the airline industry, is the concept of “calculated misery.” This tactic is rooted in the art of monetizing discomfort to propel customers towards paying for alleviations. The airline […]
Navigating the Customer Experience Landscape: A Guided Journey
In the realm of Customer Experience (CX), the voyage towards achieving unparalleled customer satisfaction is an enduring endeavor. The landscape is ever-evolving, with new methodologies, technologies, and consumer expectations continually reshaping the terrain. Success in this domain hinges on an unyielding commitment to learning, adapting, and innovating. I am honored to be recognized among the […]
Your Invitation to Explore, Engage, and Elevate at Customer Contact Week Nashville 2023
This October, Nashville is the place to be for every customer experience (CX) enthusiast as it hosts the esteemed Customer Contact Week (CCW) 2023 from October 11-13 at the Grand Hyatt. Celebrating its 25th year, CCW stands as a hallmark event, bringing together a vibrant community of CX and contact center leaders. The CCW Expo […]
Asynchronous Communication and Hark: The New Paradigm Shift in Customer Experience
In an era where digital transformation is no longer a luxury but a necessity, every touchpoint with your customer matters. Traditional avenues of communication are giving way to more agile, effective, and less intrusive methods. Enter asynchronous communication, a concept not new but revitalized through innovation in the Customer Experience (CX) landscape. One of the […]
Embracing the Dawn of Hyper Personalization and Hybrid Nirvana: A Revolution in Customer Experience
In the pulsating world of Customer Experience (CX), an exhilarating transformation is underway. As we stand on the cusp of a new era, two predominant themes are emerging in the forefront – the enchantment of Hyper Personalization and the tranquil equilibrium of Hybrid Nirvana. Allow me, Dennis Wakabayashi, the global voice of CX, to guide […]
Navigating the Nuances: Beyond Traditional Voice of the Customer Metrics
In a world that is brimming with data, the authentic voice of the customer has the potential to get lost amidst the noise. Traditional metrics, while functional, have ceased to encapsulate the depth and breadth of customer interactions. The new era beckons a more profound connection, one that resonates with the customer at an emotional […]
A Glimpse into the Digital Heartbeat of EXL: An Exclusive with Andy Logani
The Rise of a Digital Maestro In an era increasingly influenced by the twin titans of digital transformation and customer experience (CX), Andy Logani emerges as a beacon of expertise and passion. As the Chief Digital Officer of EXL, his journey from handling customer calls to steering the digital direction of a major organization is […]
ArenaCX: A Vanguard in Business Process Outsourcing — An Interview with Alan Pendleton
In the bustling heart of the tech industry, where innovation meets demand and solutions are born, I had the unique privilege to sit down with Alan Pendleton, the visionary behind ArenaCX. As the CEO and founder of this burgeoning marketplace for business process outsourcing, Pendleton’s insights into the industry, combined with his pioneering approach to […]
