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A focus on Customer Experience (CX)

Published on 08 Mar 2018

As service expectations in the digital marketplace evolve, enhancing customer experience (CX) is more important than ever.

Read on to discover the state of the current (CX) landscape and how businesses can leverage current trends to ensure the success of their customer experience program. There are also great reports available for download.

CX Transformation

6 Competencies for CX transformation [Forrester study]

A CX study shared by Forrester principal analyst, Rick Parrish, at the 2017 Customer Intelligence Summit, reveals that companies are not making enough progress in improving customer experience – an area that should be a primary goal for any business today. Read through the six competencies that lead to CX leadership in the article or download the report: US Customer Experience Index, 2017 for further insight.

  • Publisher: Vision critical
  • Access: Article is public. Report download requires registration
  • Download: Report – PDF (1.4 MB)

The key to customer experience: Vision

Research vice president at Gartner, Olive Huang, highlights the need for a collaborative effort if organizations want to ensure the success of their CX program. The article cites two key factors organizations should consider in this regard, namely: appointing a program leader and adopting a committee based approach to achieving optimum CX management.

  • Publisher: Smarter with Gartner
  • Access: Article is public. Gartner clients can access the full research note.
  • Download: None
Customer experience trends

4 Customer experience trends to watch

It is vital for organizations to digitize customer experience to remain relevant in today’s dynamic marketplace, but many still lag behind. Digital channels not only enhance businesses processes, but also give consumers more choice in the way they can interact with a business. The article makes reference to Dimension Data’s Global Customer Experience Benchmarking Report which highlights four main trends CX leaders should focus on, namely: including a connected digital strategy, customer journeys, data analytics, and the growing robot (artificial intelligence) presence. The report is available for download via a link in the article.

  • Publisher: Document Strategy
  • Access: Article is public. Report download requires registration
  • Download: Report – PDF (450kb)
Alison Treadaway

Alison Treadaway

Vice President, Marketing, Striata, a Doxim Company

She joined the Striata in 2002, and served as Managing Director of the African region for 13 years. Prior to this, Alison’s experience in Internet-related solutions included marketing and sales positions at Internet Solutions and Dimension Data.

Alison has 24 years of experience in the ICT sector. She holds a Bachelor of Arts (Languages, WITS) and a Post-graduate Diploma in Business Administration (WITS Business School).

Read more of Alison's blog posts here or connect with her on the following social channels: