Volkswagen Group UK (VWG UK), a wholly owned subsidiary of the Volkswagen Group, has unveiled a new chapter in its customer experience (CX) journey through a strategic collaboration with Medallia, Inc., a global leader in customer and employee experiences solutions, and Ipsos, a world-renowned research and analytics firm. The initiative, branded as CX Health, represents […]
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CX, or customer experience, encompasses all of the actions taken by a company or organization to prioritize its clients’ needs and experiences. You may have a natural ability to distinguish between positive and negative client experiences. For example, suppose you’d like a latte. Is the staff attentive when you visit the coffee shop? Do they […]
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1. Your company recently launched an end-to-end factory shop tailored for foreign businesses, focusing on sectors such as retail, FMCG, automotive, gaming, AI, and deep tech. How does this initiative aim to transform the customer experience journey for global clients entering the Indian market? What CX-focused infrastructure or support systems have you put in place […]
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I’ve spent 17 years chasing one north star: how to make customers feel truly seen.But somewhere along the way, I realized—You can’t build unforgettable customer experiences on the shoulders of forgotten workers. Behind every “delighted customer” is a blue-collar hero—showing up, holding up, stepping up often without tools, training, or a thank you. And if […]
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Envision entering a modest, family-run sari store in Mumbai where the proprietor not only recalls your preferences from your most recent visit six months prior, but also phones to let you know when new inventory that suits your tastes arrives. Contrast this with the annoyance of negotiating a faceless retail chain where employees appear uneducated […]
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Global AI-powered customer experience leader Anywhere365 has announced its rebranding as AnywhereNow, marking a bold shift towards faster, more dynamic AI-driven engagement solutions. The new identity reflects a modern, urban-inspired theme, reinforcing the company’s commitment to innovation, accountability, and a customer-first approach. AnywhereNow continues to revolutionize contact center operations by integrating Agentic AI at every […]
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In the fast-paced digital landscape, artificial intelligence and automation are changing the workplace to redefine how employees perform their duties. While it streamlines routine work processes and strengthens decision-making abilities, AI and automation are changing productivity contours. As organizations must become more efficient and innovative, leverage these technologies to stay ahead of the curve. This […]
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Medallia, a global leader in customer and employee experience, has unveiled its vision for the next era of customer experience (CX) alongside seven AI-powered innovations designed to move enterprises beyond traditional surveys. These advancements, announced at Medallia Experience ‘25 in Las Vegas, aim to help organizations transition from passive data collection to real-time actions and […]
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Fusion CX, a leading provider of customer experience (CX) solutions, has announced the acquisition of Sequential Technology International LLC (STI), a well-established CX service provider specializing in the telecom and utilities sectors. This strategic move strengthens Fusion CX’s market position, enhances its global presence, and expands its ability to offer innovative customer experience solutions. The […]
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Customer support has experienced a profound evolution, transitioning from a reactive function aimed at addressing customer complaints to a proactive force that drives business success. Once relegated to the sidelines as a necessary cost center, it has now become a pivotal element of strategic differentiation, directly influencing brand perception, customer loyalty, and revenue growth. This […]
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