Customer experience

Exploring how intelligent platforms, built around people, are helping create great experiences for customers.

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Betting the future on CX

Great customer experiences can be a bulwark against economic uncertainty.

Explore more in customer experience

Corporations Drive Surge In Impact Investing
Article

Corporations Drive Surge In Impact Investing

Where charitable groups historically focused on racial equity initiatives, corporations are now directly driving the latest surge in impact investing. Learn more.

Sep 11, 2023
Why building trust counts
Article

Why building trust counts

Trustworthy companies outperform their competitors. Make sure your company is building trust with customers.

Sep 11, 2023
What is digital customer experience?
Article

What is digital customer experience?

As consumers spend more time online, every touchpoint with a company should provide a good experience and leave customers feeling better about the brand.

Aug 25, 2023
Designing better experiences
Q&A

Designing better experiences

Future tech will help companies craft personalized and up-to-the-minute responses for customers and employees

Aug 25, 2023
Best examples of human-machine teaming
Roundtable

Best examples of human-machine teaming

Human-machine teaming is on the horizon: 50% of work activities today could be automated in coming years and decades.

Aug 23, 2023
Playing the long game
Article

Playing the long game

Indian sporting legend shares leadership lessons for business professionals

Aug 09, 2023
ServiceNow powers up new data centres for next-gen experiences
Article

ServiceNow powers up new data centres for next-gen experiences

The planet runs on data. ServiceNow's new data centre investments are part of a broader shift by businesses to the cloud. Learn more here.

Jul 17, 2023
Building a customer journey mapping program
Column

Building a customer journey mapping program

Learn how to create a customer journey map with our proven six-step process that can help your organization understand, design, and improve CX. Get started.

Jul 06, 2023
Executives need to listen
Article

Executives need to listen

Companies that don’t pay attention to customers and employees are missing out.

Jun 14, 2023
Building an experience company
Column

Building an experience company

Why an integrated employee and customer experience is greater than the sum of its parts

Jun 01, 2023
How AI is improving customer experience
Article

How AI is improving customer experience

When it comes to CX, companies are realizing, this time it’s personal

Jun 01, 2023
Harnessing the power of customer feedback
Column

Harnessing the power of customer feedback

Adopt these 4 practices to produce better CX

Jun 01, 2023
Customer Service Management After COVID-19
Column

Customer Service Management After COVID-19

Demand for high-speed, high-touch digital service has skyrocketed in every industry, accelerating the digital transformation of CX and CSM.

May 24, 2023
3 Ways to Handle Vaccine Management
Article

3 Ways to Handle Vaccine Management

The arrival of multiple COVID-19 vaccines has created a vaccine management challenge unmatched in history.

May 10, 2023
Telecoms Double Down on Customer Experience
Article

Telecoms Double Down on Customer Experience

When the COVID-19 crisis sent millions of people home early in 2020, major telecom providers have adjusted without missing a beat.

May 05, 2023
Total experience in the age of uncertainty
Article

Total experience in the age of uncertainty

Why total experience strategy matters during turbulent times.

May 02, 2023
How to close the value gap
Q&A

How to close the value gap

A conversation with ServiceNow’s Lara Caimi

Apr 17, 2023
Making the shift from reactive to proactive customer experience
Q&A

Making the shift from reactive to proactive customer experience

Rogers Communications VP Scott Thomson on how a digital platform sparked a turnaround with customer experience and organizational culture

Apr 17, 2023
Accounting for emissions
Q&A

Accounting for emissions

Companies unwilling to report climate impacts could be left behind, says KPMG’s climate leader

Apr 17, 2023
Building A Greener Supply Chain
Q&A

Building A Greener Supply Chain

To achieve net zero carbon emissions, ServiceNow works with its suppliers on sustainability goals

Apr 17, 2023
The future of experience
Q&A

The future of experience

ThoughtLab founder Lou Celi discusses the rapid evolution of digital experience and how it is delivering measurable value to companies

Apr 17, 2023
Can AI make banking fairer?
Article

Can AI make banking fairer?

Artificial intelligence has given disadvantaged communities greater access to financial services. Do some algorithms perpetuate inequality?

Apr 11, 2023
Piecing Together Total Experience

Piecing Together Total Experience

Customer and employee experiences got better in the pandemic. Bring them together to make your business better prepared for a downturn.

Apr 07, 2023
Great customer experiences transcend delight
Q&A

Great customer experiences transcend delight

Customers want fast, convenient, and easy experiences. Companies must design processes and systems to deliver them.

Apr 07, 2023
The age of experience
Editor's Letter

The age of experience

Customer and employee experience are two halves of the same coin

Apr 07, 2023
AI joins the conversation
Article

AI joins the conversation

New AI-powered language tools can listen in on service calls and help customers and agents in real time

Apr 06, 2023
ESG policy could be Singapore’s next big export
Article

ESG policy could be Singapore’s next big export

Effective ESG policies are in high demand worldwide and Singapore’s track record could put it at the front of the pack in 2023.

Apr 06, 2023
Betting the future on CX
Research

Betting the future on CX

Great customer experiences can be a bulwark against economic uncertainty

Apr 06, 2023
How to recession-proof customer experience
Q&A

How to recession-proof customer experience

Customers look for a reason to bolt during a downturn. CX expert Shep Hyken says don’t give them one.

Apr 06, 2023
Reframing ESG
Editor's Letter

Reframing ESG

Well-governed companies build trust by measuring their impact on the world

Apr 05, 2023
The sustainability advantage
Feature

The sustainability advantage

ESG and business strategy are converging. Here’s what you need to know.

Apr 05, 2023
What separates good customer service from exceptional
Video

What separates good customer service from exceptional

The difference between good and exceptional customer service comes down to three things: why your customer needs the service you provide; what it means to them; and how you learn from their issues.

Apr 05, 2023
Is sustainability at odds with good CX?
Article

Is sustainability at odds with good CX?

Consumers want companies to care for the environment, but that can come at the cost of convenience. Here’s how to be green and still offer a great experience.

Apr 05, 2023
Singapore’s push into ESG investing
Article

Singapore’s push into ESG investing

Transparent and trustworthy reporting standards made Singapore a regional financial hub. Can it do the same with green investing?

Apr 05, 2023
Without governance, there is no ESG
Column

Without governance, there is no ESG

The last letter in the business world’s hottest abbreviation should come first for companies focused on delivering results

Apr 05, 2023
Great customer experiences are no accident
Column

Great customer experiences are no accident

Companies must design processes and systems to ensure customers get the fast, easy, convenient experiences they deserve

Apr 05, 2023
Rethinking retail
Column

Rethinking retail

All businesses are complex ecosystems—retail more than most

Apr 05, 2023
What is digital customer experience?
Article

What is digital customer experience?

As consumers spend more time online, every touchpoint with a company should provide a good experience and leave customers feeling better about the brand.

Apr 05, 2023
4 organisational truths to keep Singapore growing
Article

4 organisational truths to keep Singapore growing

Sustaining the ‘red dot’

Apr 05, 2023
Rx for healthcare
Article

Rx for healthcare

New tools and technologies yield better patient experiences

Apr 05, 2023

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