Leadership

The Contact Center is Now a Knowledge Center

The future of the contact center is intelligent, not only in the way it deals with customers but also agents. Einat Weiss, Chief Marketing...

Top UK Marketing Leaders in Hospitality

Facing new expectations, brands increasingly rely on their marketing leaders to keep the businesses running smoothly. Here is our list of the marketers changing...

Real Empathy Goes Beyond Scripted Language

CX expert Dan Gingiss discusses the challenges of customer interactions, technology limitations, and the possible future of the metaverse. “One of the things that we...

Conversational Analytics Fuel Responsive, Adaptive Contact Centers

Organizations around the world are facing a new economic reality – one that will force consumers to make trade-offs in how they spend money....

Top UK Marketing Leaders In Retail

Given that surveys time and again identify women as the principal retail buyers, retail has been so slow to embrace women in leadership roles....

Voice Technology Can Authenticate Customers

Changing customer behavior and pressure to increase efficiency are leaving banks with no option but to use digital tools, says Thom Kokhuis of Rabobank,...

Hybrid Hospitality Enhances Experience Thinking Process

Mark Liversidge discusses the concept of hybrid hospitality and technology-enhancing CX, ahead of his CX NXT session. “Find technology that enables you to manage your...

Employee and Customer Experience Are Highly Interlinked

For a brand to be customer-centric, the company needs to be employee-obsessed. CXM Today spoke to Miriam Van Straelen, Partner - Digital Platform, Roland...

Conversational Commerce Can Increase Customer Loyalty

Chirag Kotak, Senior Director, Business Development at Vonage discusses the various ways of understanding customers  “We are all inundated with emails and promotions. But those...
20-Marketing-Evangelists-In-Germany-To-Watch-Out-For

20 Marketing Evangelists In Germany To Watch Out For 

For the last two years, chief marketing officers were tasked with much more than navigating their own companies out of the Covid-19 crisis. They are...

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