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Re-imagining The Business Of Experience

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Customer Experience Live

Employee Experience | Brand Value |

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How to measure customer satisfaction: understanding the top 4 metrics

In competitive markets, increasing customer satisfaction is vital to maintaining (or increasing) market share. Customer satisfaction contributes to customer loyalty and the higher revenues that come with it.

Here’s everything you need to know about how to measure customer satisfaction and understand the metrics that go with it.

CX Live Insights

Business meeting

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Customer Feedback & VoC should be at the center of all decision making

Organisations that prioritise customer feedback as a key input to make their critical business decisions are the ones that will survive and thrive. Why? There are several actually.

One of the most common challenges in collecting and making decisions based on customer feedback is knowing the contextual situation that the feedback is based on. A means to track and provide additional details around customer interactions will ensure this feedback is rich and actionable.

CX Live Dialogues

Business Meeting

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Why enterprises need to adopt a unified AI strategy

CX Live Dialogue with Mamoun Alamouri,

Vice President, MEA Region, Uniphore

Customer Experience Live interviewed Mamoun Alamouri, Vice President, MEA Region, Uniphore

In this session explore why enterprises need to adopt a holistic AI strategy. Get insights into Mamoun's top advice for CX executives to consider when building their CX strategy.

CX Live Insights

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CX Live
Insights

Customer Experience

Contact Centers

Customer Service

Shaping the future of intelligent CX with Zendesk AI

Customer Experience Live

Shaping the future of intelligent CX with Zendesk AI

Today we announced Zendesk AI, our intelligence layer and a new offering that combines years’ worth of Zendesk data and insights with new...

AI is becoming more evolved and seamless, but how is it impacting CX in 2023?

Customer Experience Live

AI is becoming more evolved and seamless, but how is it impacting CX in 2023?

Discover how business leaders in 5 key sectors are investing in AI to improve their customer service to match customers' expectations....

Cobone CX and Saudi Arabia’s Digital Economy

Customer Experience Live

Cobone CX and Saudi Arabia’s Digital Economy

Cobone has operated in the value experience digital sector since 2010 when it was launched in both Saudi Arabia and the United Arab...

Consumer-centricity and Cobone

Customer Experience Live

Consumer-centricity and Cobone

This year Cobone celebrates 13 years of bringing the best value offers to our consumers across Saudi Arabia and the United Arab Emirates....

Customer Feedback & VoC Should be at the Center of All Decision Making

Customer Experience Live

Customer Feedback & VoC Should be at the Center of All Decision Making

Organisations that prioritise customer feedback as a key input to make their critical business decisions are the ones that will survive...

Key Stages in Cloud Contact Center Migration

Customer Experience Live

Key Stages in Cloud Contact Center Migration

Cloud contact center migration can be a complex and challenging journey. Businesses that choose to follow this path can gain many...

AI for customer service: how to improve CX beyond chatbots

Customer Experience Live

AI for customer service: how to improve CX beyond chatbots

Chatbots have become practically synonymous with artificial intelligence (AI) for customer service. The chatbots that leverage AI and...

How to measure customer satisfaction: understanding the top 4 metrics

Customer Experience Live

How to measure customer satisfaction: understanding the top 4 metrics

In competitive markets, increasing customer satisfaction is vital to maintaining (or increasing) market share. Customer satisfaction...

Cyara's Unique Global Infrastructure Unveils Call Connection and Quality Insights

Customer Experience Live

Cyara's Unique Global Infrastructure Unveils Call Connection and Quality Insights

To proactively and accurately monitor your telecoms infrastructure around the globe, Cyara has invested in ensuring it has the most...

Taking Flight with Chatbots

Customer Experience Live

Taking Flight with Chatbots

Find out how Lucy Edmunds' experience with an airline's chatbot left a lot to be desired, and how testing could have prevented this. I...

Testing for Superior CX with Cyara

Customer Experience Live

Testing for Superior CX with Cyara

Customer experience (CX) is a crucial, yet often overlooked, aspect of any testing journey. According to a survey conducted by Qualtrics...

Creating a customer experience maturity model: measuring CX progress

Customer Experience Live

Creating a customer experience maturity model: measuring CX progress

Leaders of the most successful businesses know that providing the best customer experience (CX) in their markets leads to greater...

Zoom on Zoom: How we’re reinventing customer experience from the inside out

Customer Experience Live

Zoom on Zoom: How we’re reinventing customer experience from the inside out

With technology at our fingertips, it’s easy to see why the customer experience has evolved. To remain brand loyal, today’s consumers...

Steps To Leverage The Power of AI: Revolutionising CX Personalisation

Customer Experience Live

Steps To Leverage The Power of AI: Revolutionising CX Personalisation

In this age of rapid digital embracement, brands are expected to deliver a high level of personalisation to their customers. Businesses...

7 Mistakes To Avoid When Mapping Customer Journeys

Customer Experience Live

7 Mistakes To Avoid When Mapping Customer Journeys

According to the CX Live Intelligence Report 2023, a staggering 35% of the surveyed companies in the Middle East are re-evaluating their...

Centro & Genesys: Building Digital Connections for Exceptional Customer Experiences

Customer Experience Live

Centro & Genesys: Building Digital Connections for Exceptional Customer Experiences

As businesses continue to evolve, so do the expectations of today's customers. No longer is friendly and efficient customer service...

How Agents Benefit from Automated Interaction Summaries

Customer Experience Live

How Agents Benefit from Automated Interaction Summaries

An agent logs in to her computer and sees she has been assigned a callback to a customer who reached out the previous day about a missing...

Best Practices for Managing Customer Complaints in Call Centers

Customer Experience Live

Best Practices for Managing Customer Complaints in Call Centers

Call centers are the front line of customer service for many companies, and they play a crucial role in maintaining customer satisfaction...

10 Ways investing in CX can drive your business’ growth

Customer Experience Live

10 Ways investing in CX can drive your business’ growth

There’s always talk about customer experience and spending, but is the ROI there? Numerous studies show customer satisfaction leads to...

Dubai Property Developer Nakheel Unifies its Digital Customer Experience with Sprinklr

Customer Experience Live

Dubai Property Developer Nakheel Unifies its Digital Customer Experience with Sprinklr

New York, NY, October 10, 2022 – Sprinklr (NYSE: CXM), the unified customer experience management (Unified-CXM) platform for modern...

An Industry Disruptor Talks Innovative Guest Experiences

Customer Experience Live

An Industry Disruptor Talks Innovative Guest Experiences

Listen to the webinar: Airbnb & Medallia on Innovative CX “Before we had the Medallia platform, we did have some survey data and it was...

All Things Experience Newsletter: Edition 1 by Medallia

Customer Experience Live

All Things Experience Newsletter: Edition 1 by Medallia

Before we dive in, let’s give an idea of what you should expect from this newsletter when it hits your inbox. All Things Experience is...

8 Live commerce trends changing the online shopping landscape

Customer Experience Live

8 Live commerce trends changing the online shopping landscape

Live commerce is the ultimate crossroads of retail sales and social media, where brands can combine the personal shopping experience of...

8 unmistakable benefits of live commerce for you and your customers

Customer Experience Live

8 unmistakable benefits of live commerce for you and your customers

As we emerge from the volatility of the pandemic, one thing remains in the world of retail: customers are searching for a memorable...

The definitive guide to livestream shopping

Customer Experience Live

The definitive guide to livestream shopping

Live commerce is transforming Ecommerce as we know it, and it’s only picking up steam. In fact, as more and more shopping shifted online...

Customer Experience Live

How much is the Experience Gap costing your brand?

Experience gap: Sizing the gap between brand promise and brand experience. Disappointments We’ve all had them. That moment when someone...

From digital wallets to BNPL – your customers are looking for more ways to pay

Customer Experience Live

From digital wallets to BNPL – your customers are looking for more ways to pay

In this article, Linda Weston, Head of Core Product at Barclaycard Payments, explores ways in which customers are looking to pay for...

Mastering business spend – how businesses see virtual cards as an essential tool

Customer Experience Live

Mastering business spend – how businesses see virtual cards as an essential tool

In this article, Kirsty Morris, Managing Director of Specialist Sales at Barclaycard Payments, explains what virtual cards are and how...

How Has Customer Care Evolved Over The Years?

Customer Experience Live

How Has Customer Care Evolved Over The Years?

A business stands on core pillars or ideas, one of which is maintaining a good and healthy relationship with customers. Whether your...

eCommerce customer service using intelligent virtual agents

Customer Experience Live

eCommerce customer service using intelligent virtual agents

"Uniphore’s intelligent self-service solution combines AI, NLU, and RPA technologies to provide automated conversational services. Its...

The new retail customer service landscape: AI is transforming the agent and customer experience

Customer Experience Live

The new retail customer service landscape: AI is transforming the agent and customer experience

As the pandemic forced consumers to adopt new shopping behaviors, retailers had to instantly react, updating their technology, business...

30 AI Chatbot Statistics for 2022

Customer Experience Live

30 AI Chatbot Statistics for 2022

AI has paved the way for brands to revolutionize their customer experience. From resolving queries to processing transactions, AI...

Customer Loyalty – what no one is talking about

Customer Experience Live

Customer Loyalty – what no one is talking about

Did you know 65% of a brand’s business comes from existing customers? This means customer retention and customer loyalty play a major...

CX Live Shows

Experiences Worth Investing In

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CX Live Connects

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Customer Experience Live
Leaders Connect -
A Powerhouse of All Things CX

An ROI driven opportunity that will enable you to walk out with clear direction on making the right investments and closing business.

CX Live Show; Customer Experience Live; cx live; customer experience conference; customer experience awards

$ 1 million+

What CX Live members and decision-makers plan to spend on leveraging new technologies to amplify customer experience.

75%

CX Leaders benchmark with peers, review feedback and analyse trends before making buying decisions.

CX Live Show; Customer Experience Live; cx live; customer experience conference; customer experience awards

72%

Companies cite increased budgets for digital transformation eg AI, chatbots, analytics, or cloud. CX Live Leaders Connects facilitate closed-door peer discussions, making technology evaluation easier.

CX Live Newsroom