From choosing CX KPIs to defining them and understanding how your contact centre fits into the equation, we take a look at the top five takeaways from this year’s symposium.
Forget about silver bullets. At the heart of a successful CX program is a laser-like people focus, says Jason Bradshaw, Director Customer Experience at Volkswagen Group Australia.
Customer experience professionals are in the business of finding and fixing the pain points of customers, but what about theirs? We take a look at the challenges keeping our CX pros awake at night.
Customer experience expert Kerry Bodine says even companies already implementing CX initiatives are aware there’s some way to go and it’s an ongoing quest that isn’t likely to be ‘solved’ anytime soon.
If 2015 wasn’t the year of programmatic, 2016 certainly will be. In anticipation of the 2016 Programmatic Summit, we spoke to some of the biggest names in the space to pinpoint the trends to watch out for.
Moving the digital natives into in-house marketing teams comes with its challenges. Here’s how to turn them into opportunities.