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Customer experience (CX) used to be about satisfaction scores, journey maps, and service surveys. But today’s enterprise environments, with distributed teams, AI agents, and an explosion of digital touchpoints, require something more dynamic:CX that actually works.That’s where Functional CX comes in. It’s not a strategy on a slide or a one-off workshop, it’s a system for making the end-to-end customer experience visible, trackable, and operational. It works for humans, and now, for AI agents too.This isn’t about the “fluffy, feel good” stuff, it is about how to get the process to work seamlessly.
Customer retention is the heartbeat of sustainable business growth — especially for large organizations where each percentage point of improvement can drive millions in revenue. Yet, too often, efforts are scattered or short-term. Improving retention isn’t about quick wins; it’s about building long-term relationships through strategic, actionable systems.Here are five foundational ways to improve customer retention, with clear steps to bring them to life at scale.
Customer expectations are rising, and a competitive market, delivering meaningful, consistent experiences across every touchpoint is non-negotiable. These 12 insights provide a framework to help your organisation reimagine CX through connection, empathy and innovation.
This blog explores key governance tools that keep CX teams ahead of the curve, from data governance frameworks to real-time analytics and CX visualization tools like Nevam. With the right approach, businesses can continuously innovate, optimize, and enhance the customer journey.
By visualising every step a customer takes - before, during, and after their interaction with your brand - you can identify gaps, improve the customer journey, and optimise conversion paths.Here’s a simple guide to customer journey mapping and why it’s a game-changer for businesses looking to elevate their CX strategy.
