Dec 3, 2020 | Genex Insights
As with CX programs, the ROI on social media can be quite difficult to prove especially with so many metrics by which to measure and monitor efforts. Organic content (that which is not sponsored or promoted) and sponsored content should also be analysed under separate...
Dec 2, 2020 | Genex Insights
Introduction CX, unlike other areas in a business such as sales and marketing, is a much more intangible factor which, when done correctly, yields a strong return on investment (ROI). The ROI, however, is often scrutinized by financial departments within...
Oct 29, 2020 | Genex Insights
With so many ways to collect, manage, and analyse data in the internet of things (IoT) and technological advances, data quality control may be sacrificed for the sake of quantity over quality as companies endeavour to make fast and radical decisions in the dynamic and...
Oct 3, 2020 | Genex Insights
Constantly trying to acquire new customers can be costly and resource-intensive. An existing customer is worth more and is often less work than a new customer. A lifetime value customer will continue yielding returns as long as you continuously invest in programs...
Aug 28, 2020 | Genex Insights
The harsh reality is that even with the most compact contingency plans in place, your business can’t always foresee every eventuality. Errors can happen with orders, suppliers might have setbacks, and office service connections may be down. However, even with all of...
Jun 26, 2020 | Customer Experience Management, Genex Insights
Introduction Living and working through the Coronavirus pandemic has put not only technical skills and abilities to the test but also interpersonal skills. The way we work has undergone major changes which we’ve covered extensively but huge changes which have forced...
