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Ingenico Employee Experience with Teresa Monroe

Stephanie Gandon, gives her testimonial about working with Teresa Monroe as a Director, Customer Experience & CRM at Ingenico Group. Ingenico Group, has led the payment industry for more than 30 years to become the global leader in seamless payment. They provide smart, trusted and secure solutions to empower commerce across all [...]

Simon Sinek: Actually, the Customer Is Not Always Right

In the video down bellow, Simon Sinek tells us why companies should not prioritize customers over employees. His story about a hotel employee who loves his work is a proof that when companies care first about their employees, these latter naturally care about the customers. Simon Sinek is a British/American [...]

How predictive analytics can help you enhance customer experience

"IMAGINE if there were a way businesses could foresee and anticipate the needs and wants of their customers, and with that knowledge, not only deliver but exceed their customer’s expectations. Well, with artificial intelligence (AI)-powered predictive analytics, it is no longer an abstract concept, but a practical reality. Predictive analytics [...]

The 5 most common errors in managing the negative experiences that threaten Customer Experience

"Guaranteeing a valuable Customer Experience is the key to success and it’s a mission that is ongoing. Being omnichannel, therefore covering all of your communication channels, updating your website, paying attention to customer reviews and providing a memorable experience are requirements that will bear fruit in the short and long [...]

How to Make the Most of the Customer Journey Using AI

"Most companies struggle to understand their customers’ needs and fail to communicate effectively at each interaction during the customer journey. These negative interactions can occur at any stage of the customer journey. In the early stages they result in missed acquisition opportunities and fewer conversions. However, following conversion they lead [...]

Doctolib Customer Experience Doctor invited to Club CX

June 18 @ 08:30 After raising €150 million at the beginning of 2019, Doctolib is part of the very exclusive club of French unicorns (start-ups valued at more than €1 billion). Doctolib shows that CX is not only the exclusive to large companies and that startups also take the subject [...]

Employee experiences: Who should be responsible?

"It’s a question that has been doing the rounds for what seems like forever.Who exactly is responsible for employee experiences within a company? The wide consensus is that it should be everyone but, as a result, that often means no one in particular. Here lies the problem." Our insight : [...]

Erosion of the Employee Experience

"Organisations are embracing the Employee Experience and the Employee Journey concepts. The approach taken, is often top-down, and very much focused on the needs of the organisations (“We want our talent to stay as long as possible in our organisation, as long as they perform well”). As an example, phase [...]

How 5G will impact Customer Experience

"The most obvious impact of 5G will be super-fast internet, with speeds up to 10 times faster than current levels. With current 4G, customers can experience poor signal areas where they don’t have the power to stream or access the internet as quickly as they like." Our insight : Technology [...]

How to Design Your Website for the Best Customer Experience

"With the rise of personalized customer servicing and user experience (UX) trends, customers are no longer satisfied with just a straightforward purchase. Whether you are a business with retail storefronts or a strictly digital company, the customer experience (CX) services you provide for your customers matter quite a bit." Our [...]

A Good Chatbot Is Hard to Find

"In B2B sales these capabilities are critically important in reducing time-to-engagement and increasing customer satisfaction. If only chatbots were this good at their job in the B2C arena." Our insight : Customers can sense the lack of humanity if answered by a chatbot so we should choose our chatbots wisely. [...]

Here’s why CX is the driving force for successful entrepreneurs

"Every entrepreneur’s biggest concern in today’s time is, “Are my customers happy?” “Is my product solving the predicament of the masses?” Businesses have realized that the biggest driving force behind all activities is customer experience. Customer experience can change the fortunes of a company. Why?" Our insight : This is [...]

The evolvement of the “Digital Employee Experience” definition

"Digital employee experience is gaining mindshare and traction in organizations around the globe. Teams are finding that it’s framing discussions and plans in a truly strategic way that engages with senior leaders." Our insight : Just like customers have a shared responsibility in defining their experience, employees have a great [...]

A Digital Messaging Strategy for Better Employee Experiences

"In every business sphere, the quality of service and the experiential ecosystem this service creates is essential to organizational success. It is no different for internal stakeholders – as they do with their customers, employers will benefit from regularly communicating with their workforce by tailoring messaging strategies and adopting the [...]

X4 Experience Management Tour

June 13 @ 09:00  Learn from some of France’s biggest brands about how you can create breakthrough experiences. Plus join inspiring masterclasses with industry pioneers and like-minded XM professionals. At Qualtrics' last event in Paris they hosted Air France-KLM - and the great feedback you gave them means they’re going [...]

Using Analytics to Fuel a Better Customer Experience

"Consumer behavior and how people seek out information and assistance has changed dramatically over the last few years. Consumers have a connected mobile device with them at all times and use it to create “I want to know, I want to do, I want to go, and I want to [...]

How Businesses Can Use Technology to Enhance Customer Experience?

"Now that technology has literally become the way of the world, it is not surprising that all enterprises, from start-ups to tech giants, are leveraging technology to enhance the customer experience. [...]In today's time, customers are more demanding than ever. Therefore, companies are under a lot of pressure to make [...]

How to not let chatbots drag down your customer experience?

"Global Market Insights predicts the chatbot market, estimated to be over $250 million in 2017, will grow at a compound annual rate of 31% between 2018 to 2024. One of the biggest drivers for the growth is the hope of businesses that chatbots can improve customer experience. While that may be [...]

Combine Automation With Human Interaction For A Better Customer Experience

"Many enterprise companies working to outpace the competition and enhance the overall customer experience have begun incorporating AI-driven automation technologies. While automation can offer many advantages – faster response times, trigger-based outreach and overall force multiplication for teams – to be truly successful, it must deliver business outcomes. Because customer [...]

IDC Research : 9 ways of amplifying collaboration’s positive impact

"IDC research found the integration of core business applications, empowering cross-silo conversations, and enterprise adoption of collaborative platforms results in significantly fewer meetings, less email, and faster time to execute projects. But it takes adoption from the bottom up and the top down to succeed, and often a change in [...]

The Employee Experience: It’s Trickier (and more important) Than You Thought

"It turns out we are now in a stage where most companies have too much technology, and not enough time.  (Time is now the most precious resource at work.) So a major part of the employee experience is simplifying the technology experience, and designing HR programs that happen “in the [...]

Avoid Dissatisfied Customers by Empowering Your Employees

" Because 'Can I speak to a supervisor?' is a phrase you never want to hear. If you're a small-business owner, you're probably familiar with the frustration that comes with requests for managerial assistance from your sales team. Whether it's an irate customer who wants to vent or a vendor looking [...]

Airbnb’s VP Community Support and Head of Global CX invited to club CX

September 24 @ 08:30 Airbnb, which in a few years has revolutionized the world of hotel and housing rental online, does no longer need to be presented. With a value of more than 30 billion dollars, the company just celebrated its 500 millionth customer in March 2019 and has an [...]

2019 Predictions: CMOs Look to Prioritize the Customer Experience to Regain Trust, Authenticity and Relevancy

"With 2019 just around the corner, every marketer is looking to forecast trends and opportunities to stay creative and ahead of competitors. PAN Communications sought out the full spectrum of predictions from our clients and top influencers in the industry. Marketers are catching on to technology’s role within marketing – [...]

Why should CX matter more than ever in 2019?

"To make the right emotional connection, companies must deeply understand and empathize with customers –and be able to recognize and relate to their motivations, needs, desires, behaviors and intent. After this deep understanding, they can deliver offerings that tap into those feelings. According to a report by analyst firm Forrester, though, a [...]