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Why choose South Africa? Superior CX Capability – 18% better CX quality when compared to competitor offshore markets Cost Beneficial Region of Delivery – 55% – 65% more cost efficient than source markets Preferential Accent and Customer Engagement – Buyers choose the South African accent compared to other low-cost destinations Why choose Merchants? Merchants is one of the leading Customer […]
75% of consumers prefer talking to actual humans for customer service
New research has highlighted the continued importance of the human touch in CX, with three quarters of punters preferring to to a real human in-person or over the phone for customer support – which may indicate brands need to improve online customer support. The research from Five9 suggests that as upcoming events like holiday shopping […]
Personalising the EV Experience: The key to boosting sales targets
As the growth of Electric Vehicles (EV) sales to private consumers begins to plateau, automotive manufacturers face an uphill challenge. With the target for EVs to comprise 22% of total sales this year and an ambitious goal of 80% zero emission new cars in 2030, what strategies can Original Equipment Manufacturers (OEMs) adopt? Amelia Iredale, […]
Getting Ahead of the Festive Rush: Key strategies for a successful peak season
As the calendar inches closer to the festive season, businesses across the retail and ecommerce landscape brace themselves for the inevitable surge in activity. The weeks between Black Friday and Christmas have long been the defining period of the year for many retailers, often representing the difference between a successful year and one of missed […]
RESEARCH: Only 14% of customer service issues are fully resolved in self-service
Only 14% of customer service and support issues are fully resolved in self-service – even for issues that customers describe as “very simple”, only 36% resolve fully in self-service. While many organizations have made considerable investments in self-service capabilities, a Gartner survey of 5,728 customers conducted in December 2023 revealed that resolution rates remain low. “While […]
The Importance of a consultative approach for OEMs
Customer experience can make or break a brand relationship: 48% of customers have switched brands for better customer service, and 94% say good customer service makes them more likely to make another purchase. Within the automotive industry globally, brand loyalty is changing at an unprecedented pace – with the latest figures revealing customer loyalty figures range from 43% to 86% of […]
Are these the 20 most influential CX leaders in financial services?
In the rapidly changing financial services sector, where technology and customer expectations are in constant flux, delivering an outstanding customer experience is vital. Financial institutions must provide smooth, personalized, and empathetic interactions to maintain their reputation and achieve success. With that in mind, the customer experience experts at CX Network have highlighted a list of the financial sectors’ […]
Rediscovering the customer in automotive go-to-market strategies
Automotive OEMs’ plans to create an ‘Apple-style’ customer purchase experience have, so far, been largely unsuccessful. A single price with no negotiation may appear customer-centric but the actual vehicle research, buying and ownership experience is far more than this. What is the optimal digital and physical customer journey? What is the best approach to positioning […]
CALL FOR SPEAKERS: Share your thoughts on today’s biggest customer experience issues
If you’re a contact centre and customer experience professional and would like to share your knowledge, case studies and best practice with peers, then please get in touch – we have speaking opportunities upcoming at the CX Solutions Summit this October. This long-running and unique, invite-only event is attended by senior customer service professionals and […]
Planning Guide 2024: Customer Experience
71% of CX leaders plan to invest in tech to elevate customer insights. How are they planning to utilise it? Check out The Forrester guide, in partnership with Freshworks to review: The right areas to invest in CX in 2024 Spending benchmarks curated from 600+ global companies How to experiment with emerging technology like generative […]