The Ultimate Guide to Customer Experience
2024 edition
Overview
Also known as CX.
In days gone by, the IT department, computer and other device manufacturers, and software developers, gave little to no thought about the intended users of their products. Ushered in by companies like Apple, that’s all changed: today, Customer Experience (CX) is the field of endeavour concerned with how people receive and interact with products, services and organisations themselves (the term is also used frequently in a Contact Centre context). CX encompasses emotions, opinions and perceptions of products and services, and CX practitioners seek to positively influence how customers receive and interact with the organisation, it’s services and products.
Analyst reports
Gartner on CX & Data Analytics
ANZ CIOs to prioritise cybersecurity investments by 202...
Last week
Forrester Research on CX & MarTech
Zendesk launches Relay to enhance customer communicatio...
This month
Forrester Wave on CX & EduTech
LearnUpon launches LearnUpon Anywhere to boost customer...
Last month
Forrester Research on CX & MarTech
Zendesk launches Relay to enhance outbound communicatio...
Last month
Forrester Research on CX & MarTech
Zendesk & Meta boost proactive customer communication w...
Last month
Featured news
About Unified Communications
Exclusive: Precisely's glowing innovation in data integ...
This month
About Cloud Services
Exclusive: Elastic warns Australia is falling behind in...
Last month
About Government
Exclusive: How Verint's customer experience is thriving...
Last month
About Marketing Technologies
Exclusive: UiPath's Ed Challis on AI adoption, future s...
Wed, 31st Jul 2024
About Initial Public Offering
Exclusive: Dynatrace thrives with cloud migration, mark...
Wed, 24th Jul 2024
About Developers
Exclusive: DataStax thrives with AI-driven customer suc...
Mon, 1st Jul 2024
Expert columns
By Worldpay
Australian businesses must adapt to payment trends: Wor...
This month
By Spencer Bailey of Meta
Working smarter not harder: Four ways AI can support yo...
Last month
By Richard Knott of InfoSum
The alignment of CMO and CTO goals in the new era of da...
Last month
By Vijay Sundaram of Zoho
Navigating the path to sustainable success: Strategies ...
Last month
By Talent International
The impact of digital transformation on the financial s...
Last month
Interviews
Discussing Unified Communications
Exclusive: Precisely's glowing innovation in data integ...
This month
Discussing Cloud Services
Exclusive: Elastic warns Australia is falling behind in...
Last month
Discussing Government
Exclusive: How Verint's customer experience is thriving...
Last month
Discussing Marketing Technologies
Exclusive: UiPath's Ed Challis on AI adoption, future s...
Wed, 31st Jul 2024
Discussing Initial Public Offering
Exclusive: Dynatrace thrives with cloud migration, mark...
Wed, 24th Jul 2024
More expert columns
By Jonathan Reeve of Eagle Eye
Are you maximising Customer Lifetime Value (CLV) with y...
Last month
By Lincoln Lincoln of CloudBlue
How to boost your reselling efforts in the subscription...
Last month
By Dan Cooke of Roboyo Australia
How Australian organisations should embrace automation ...
Last month
By Paul Rilstone and Simon Shanks of Kore.ai & Synergy Enterprise Solutions
Four ways AI can boost contact centre agent performance...
Last month
By Billy Loizou of Amperity
Digital disruption and ‘customer lifetime value’
Wed, 31st Jul 2024
By Vasko Ckorovski of SHOPLINE
From cybersecurity, to personalisation and AI: How are ...
Wed, 31st Jul 2024
Recent news
About Developers
SmartBear enhances BugSnag with advanced performance in...
Today
About Gaming
Heights Telecom partners with BeFibre to enhance UK bro...
Yesterday
About Productivity
Salesforce unveils Agentforce: autonomous AI for produc...
Last week
About EduTech
Study reveals CMOs lack understanding of generative AI ...
Last week
About Marketing Technologies
Westpac tops mobile banking, but user satisfaction wave...
Last week
More expert columns
By Vasko Ckorovski of SHOPLINE
From cybersecurity, to personalisation and AI: How are ...
Wed, 31st Jul 2024
By Ben Chamlet of Segment at Twilio
Five steps to enhance your data strategy using AI
Tue, 30th Jul 2024
By Vijay Sundaram of Zoho
Unification over best-in breed: Why is an integrated te...
Wed, 24th Jul 2024
By Mahesh Muralidhar of Phase One Ventures
Unexpected advice for tech entrepreneurs
Mon, 22nd Jul 2024
By Jukka Yliuntinen of G+D
How payment service providers and merchants can enhance...
Fri, 19th Jul 2024
By Piotr Korzeniowski of Piwik PRO
How to optimize your brand’s eCommerce site around key ...
Wed, 17th Jul 2024
Even more expert columns
By Piotr Korzeniowski of Piwik PRO
How to optimize your brand’s eCommerce site around key ...
Wed, 17th Jul 2024
By Raghav Sibal of Manhattan Associates
People are talking about RFID again… Here’s why
Fri, 12th Jul 2024
By Roch Muraine of Alcatel-Lucent Enterprise
Better connectivity for smarter transport
Tue, 2nd Jul 2024
By Chris Ponton Dwyer of Zepto
How PayTo is changing the payments game for telcos
Fri, 21st Jun 2024
By Simon Le Grand of Lightspeed
Clicks, customers, and ROI: Harnessing the power of mul...
Wed, 19th Jun 2024
By Karlie Taylor of SHOPLINE Australia
Leveraging loyalty: How are retailers approaching reten...
Tue, 18th Jun 2024
By Sharryn Napier of GitHub
How to navigate the micro-macro dichotomy of GenAI
Tue, 18th Jun 2024
By Craig Nielsen of GitLab
Preparing for a new AI-driven era in software developme...
Tue, 11th Jun 2024
By Graham Jackson of Fluent Commerce
AI in Commerce: Why retailers need to beware
Tue, 11th Jun 2024
By Billy Loizou of Amperity
First-party data getting you down? 5 Tactics that will ...
Thu, 6th Jun 2024
More news
About Data Analytics
AnswerRocket backs Gemini & Claude LLMs for flexible AI...
Last week
About Marketing Technologies
Enhancing customer loyalty: Key advantage for mid-size ...
Last week
About Sustainability
Griffin opens platform, invites fintechs to test bankin...
Last week
About Marketing Technologies
Twilio launches global RCS messaging to boost customer ...
Last week
About Collaboration
Progress to acquire ShareFile from Cloud Software for $...
Last week
Even more news
About Marketing Technologies
Oracle NetSuite enhances analytics warehouse with AI up...
Last week
About Digital Transformation
Helia partners with Informatica to enhance data governa...
Last week
About Sales
Masters247 partners with SHOPLINE for digital transform...
Last week
About Sustainability
Australian retailers reshape strategies to tackle priva...
Last week
About Software-as-a-Service
Somar Digital launches TransitDash for optimised public...
Last week
Job moves
Move at Insight Partners
ECI Software appoints Ray Wizbowski as new chief market...
Last week
Move at SugarCRM
SugarCRM appoints David Roberts as new CEO amidst chang...
Last week
Move at Kudosity
Kudosity names Mitch Powell Director for Asia amid expa...
This month
Move at Cisco
Phil Zammit appointed VP of Avaya's Asia-Pacific operat...
Last month
Move at Fujitsu
Interactive appoints Alex Coates as new CEO from 2025
Last month
Other guides
You can read other related guides from Marketing Technologies, Customer Relationship Management, Artificial Intelligence, Unified Communications, and Data Analytics.
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