CSAT, NPS and CES are the go-to metrics for measuring customer experience - but most brands are using them wrong. But what do these scores really mean? Where do they fall short? How do you use them together with intent?
Ventrica invests £4.2 million to launch Ventrica Digital, becoming Zendesk’s only strategic Premium Partner to offer fully managed, emotionally intelligent CX solutions as part of an integrated, brand-aligned customer experience platform.
Turn negative customer moments into emotive, loyalty-driving experiences. Discover how AI and empathy together transform CX into a powerful engine for growth.
Our new research shows how brands can earn up to £500 more per customer, every year – simply by delivering the human experiences people want.
Forward-thinking brands are rewriting the CX rulebook, transforming customer service from a cost centre into a strategic growth engine, where emotionally intelligent interactions deliver measurable outcomes and LTV.
Generative AI is transforming contact centres, but success depends on practical applications that enhance customer interactions and deliver measurable ROI.
Many businesses claim to offer omnichannel service, but really, they're just juggling disconnected channels. True omnichannel means continuity, not just availability.
Customer experience is no longer just a service function — it’s a strategic advantage. The rise of AI and shifting expectations is transforming how brands interact with customers.
Customer sentiment analysis is no longer a back-office reporting tool - it’s a strategic lever that can transform support into a proactive driver of loyalty.
In the company of contenders – What Ventrica’s recognition by Everest Group signals for the future of customer experience
By 2030, CX will define brand success. Discover how AI and changing expectations are reshaping the customer experience landscape.
South Africa offers cost-effective, high-quality offshore outsourcing with skilled talent, strong infrastructure, and cultural alignment—ideal for top-tier customer service.
