Artiwise Agent Quality Assurance for Contact Centres

Contact centres serve as the frontline of customer interaction, making them crucial in creating lasting impressions and fostering customer loyalty. High-performing contact centres that emphasise improved average handling times, personalised customer service, and knowledgeable support are essential for meeting customer expectations and maintaining satisfaction. A seamless omnichannel customer experience, which allows customers to switch between […]

How Effective CX Leadership Affects Customer Experience

75% of executives agree that top-notch customer experience is vital for their company’s survival in today’s business landscape. This data shows that today’s customer experience leaders and managers are playing a much more pivotal role in shaping an organisation’s overall success. A company’s culture can be defined as the collective set of values, beliefs, and […]

Boosting Contact Centre Efficiency with a Solid VoC Strategy

Having made a significant impact on the CX (customer experience) world two decades ago, NPS (Net Promoter Score) continues to be one of the most important metrics for CX professionals, marketing managers, and businesses alike. In the fast-paced world of customer service, the contact centre is at the heart of a company’s engagement strategy.  It’s […]

How to Improve NPS (Net Promoter Score)

Having made a significant impact on the CX (customer experience) world two decades ago, NPS (Net Promoter Score) continues to be one of the most important metrics for CX professionals, marketing managers, and businesses alike. The measurement of appropriate KPIs, like NPS, enables professionals to adapt their strategies to deliver superior experiences that are ultimately […]

Crafting Winning CX Strategies with Artiwise

We can all assume that a superior CX strategy can differentiate a brand, foster customer loyalty, and create a competitive advantage. Yet, considering today’s customers’ changing expectations in the digital age, focusing only on monitoring and optimising customer touchpoints might not be enough to elevate CX. According to Gartner’s report, “Creating a High-Impact Customer Experience […]

Achieving Sustainable Customer Satisfaction with Artiwise CXM

It is not surprising that customer satisfaction is more than a buzzword in today’s competitive landscape. Meeting customer needs through the right channels, messages, and personalised experiences is a critical benchmark for organisations to survive and stay one step ahead of the competition. Research from McKinsey indicates that 70% of executives think that transforming CX […]

Elevating Employee Experience for Business Success

Employee experience (EX) is not just a trendy term; it is a crucial factor that significantly influences a company’s success, capable of either propelling it forward or hindering its performance. In fact, companies with satisfied employees outperform those without by 202%. For optimal business outcomes, every organisation requires good employees who are dedicated and productive. […]

Understanding the Importance of Customer Experience

The recent rise of digitalization has given customers easy access to information and an abundance of choices. Customers can now research products or services, compare prices, read reviews, and gather feedback from others, all at their fingertips. Therefore, today’s customers are more likely to choose businesses that not only offer quality products or services but […]

Why Is Customer Sentiment Analysis Important?

Customers are vital to business success, serving as the lifeblood, primary revenue source, and growth catalyst. For most companies, understanding customer needs is a crucial benchmark, with 66% of customers expecting businesses to understand them. In this context, sentiment analysis emerges as a powerful tool to transform customer feedback data into actionable insights, enabling a […]