How to achieve and assess CX program maturity
It should come as no surprise that your CX programs ultimately decipher the success of your business. As a result, it has rightfully earned its place in numerous corporate consumer strategies.
Looking at achieving CX
Achieving satisfactory and memorable customer experiences (CX) can be a difficult feat. Especially when you realise that customer experiences are based on intentional strategies, extensive planning and thorough training. Understanding the moving parts involved with...
The Fourth Industrial Revolution
The Fourth Industrial Revolution (4IR) is not on its way… It’s here! The world, as it looks now, has completely transformed from the world we knew ten years ago, and will further continue to be transformed. In the next twenty years, the world is going to change more...
Genex Insights unpacks the 4IR
Contrary to popular belief, the Fourth Industrial Revolution (4IR) is not on its way. It's already here! And as we stand on the brink of fundamental change, technology proves to herald a series of physical, digital and biological innovations. The question is, are you...
Understanding Tracking Systems
Tracking studies are described as longitudinal, meaning that they ask the same questions to measure the perceptions of participants with similar demographics, psychographic or other characteristics in a study over a period of time.
Employee Journey Mapping
Ensuring that your employees have a positive experience from their first engagement with the company is crucial to their commitment to the organisation
Employee Recognition
The predominant focus of a successful business is the creation and maintenance of great customer experience in order to keep customers happy and retain their business. We also know that customer experience is directly related to the satisfaction and engagement of...
Genex’s Big Move to IQbusiness
A daunting significant venture into the unknown basked in opportunity, excitement and a bit of magic describes our most recent journey at Genex. With change being an inevitable part of any great story, we embarked on the move to our new home at IQbusiness’s offices...
Organisational Culture and CX
A good organisational culture is the key to great customer experience. Simply put - the employee experience leads to the customer experience. Understanding what organisational culture is and how it leads to customer experience is vital to the success of your business...
Customer Journey Mapping
Human beings define and explain their world through stories - we share stories to teach, entertain, share common experiences and pass along learnings. Storytelling can, therefore, be used as a tool to understand and engage customers. Customer Journey Mapping describes...
Do you have what it takes to be a CX Leader?
The attributes and traits needed to be a leader in Customer Experience Customer Experience (CX) is possibly one of the most important aspects to consider in any company, as it has the potential to drive the growth of a company as well as its profit revenue. In a...
A Guide to the Customer Experience Maturity Model: How You Can Ensure Your Brand is at the Right Stage
There are not very many brands that can survive off of a business model that only caters for new customers, and never attempts to create repeat ones. Capturing a new customer’s attention, and convincing them to use your product or service is important, but there are...
What is Mystery Shopping? – The Benefits and Objectives of this Market Research Technique
Have you ever wanted to see through your customer’s eyes as they browse your website or follow in their footsteps as they walk through your store? Employees are the face of your business and knowing how they influence customers experience of your business is key....
Understanding Data Security and Privacy
Research is the process of gathering useful information from individuals or groups. In the digital age, we call this collection of information data. Genex collects data through market research, to provide different brands with insights. These valuable insights are...
Research 101: The Basics of Good Research
Attracting and retaining customers is an important skill in business. Previously, marketers sought to sell products to the masses without considering the needs of the individual. Today’s market focuses on a customer-geared strategy. This consumer centric approach aims...
CX Measurement and Best Practices – Back to Basics
With today’s business climate, customers have a great deal of choices. What makes a customer choose your brand? What makes that customer loyal to your business? How can you improve your service to keep your customer? Finding the answers to these questions and...
CATI surveys in a CX environment
Computer assisted telephone interviewing (CATI) has long been a survey method used in Traditional research, as a means of conducting research. It is a telephonic surveying method in which the agent or interviewer follows a questionnaire provided by a WEB survey.
Sampling : To sample or not to sample?
Sampling in research is where a researcher only surveys some of the people in a population. Learn more about what this is and if you should do it.
VOC & Unstructured Data
Until recently, VOC was mostly quantitative in nature and mainly structured according to the terms of the organisation, apart from the one customary verbatim question at the end of most surveys that represents qualitative data. The partiality towards quantitative data...
Building structured understanding with unstructured data
A voice of the customer (VOC) programme allows you to determine which questions to ask your customers. This has been and remains an important principle in managing the VOC, because if you just said to your customers “tell me whatever you want to tell me” they will...