Author: Zuha
Zuha
Zoha Peerbhoy is a seasoned editor with over a decade of experience in editorial strategy. She currently serves as a senior editor and content strategist for CX TechBuzz, a media initiative by TechBuzz Media. Zoha enjoys reading, traveling, and baking in her spare time.
By Zoha Peerbhoy | June 2025 Not all loyalty programs are effective. Some brands use punch card programs, which give customers some kind of reward after they’ve spent a certain amount. Birthday coupons are common, too. Then there are offers like “Buy 10 lattes, get 1 free.” Which is, of course, completely useless for most people. In a day and age where there are scores of brands that customers can switch between, customer loyalty isn’t easy to pull off. Brands need to use collected data more effectively. They can’t be sending the same promo to everyone in their 20s because…
Various brands across industries are focusing on adopting Customer Experience (CX) technologies for a competitive advantage. However, many find that despite investing in the “right” CX tools, they’ve ended up entangled in solutions that don’t meet their actual needs. This mainly occurs because there’s a mismatch between promises made by tech vendors and the ground reality. This could stem from flawed advisory models used in the technology selection process, leading to a disconnect. Advisory systems tend to compartmentalize insights. While they provide broad, top-level evaluations, they may not stress enough on contextual variables like sector-specific needs, user behavior, geography, or…
The Contact Center as a Service (CCaaS) market is experiencing significant advancements in cloud-native technology. AI, real-time analytics, and digital channels have become standard offerings, encouraging vendors to differentiate themselves based on performance outcomes. The Leaders At first glance, the most obvious difference is that the Leaders’ quadrant in the 2023 SPARK Matrix™ looks rather cluttered, while the 2024 matrix appears to have a more even distribution between the leaders and strong contenders. NICE, Genesys, Five9, Amazon Web Services, Dialpad, Vonage, Avaya, Enghouse, and Twilio remained in the Leaders’ quadrant for two consecutive years. Some of their key CCaaS capabilities…
A few years ago, it was call centers; now, it’s contact centers. Remembering how things used to be can almost make one feel nostalgic. Hunting for that toll-free number and preparing to be on hold for at least a few minutes (although it felt like much longer because of that annoying tune they played while they kept us on hold). Customers associated call centers with long wait times, the same scripted conversations, and frustration at having to repeat the issue to several agents. However, we’ve now come a long way, which has changed how we think about customer service. Generative…
Customer journey mapping (CJM) helps brands visualize customer interactions across various channels of the purchasing process. Brands use CJM software to create hyper-personalized experiences across multiple channels. To better understand the market landscape, we’ll take a closer look at the 2023 and 2024 Spark Matrix graphs. The SPARK Matrix™ by QKS Group (formerly Quadrant Knowledge Solutions) gives us a clear view of key vendors in the customer journey mapping space. The Consistent Leaders Vendors like Quadient, SuiteCX, SAP Signavio, Smaply, cxomni, UXPressia, and Milkymap maintained their leadership position in 2023 and 2024. This section will highlight the strengths of each…
In this day and age, a customer’s journey doesn’t begin with a huge billboard or even a homepage, it starts with a tap, either in an app or on a notification. Mobile hasn’t just added a layer to customer experience; it has completely redrawn the map. In this mobile-first world, brands that still hold on to traditional journey maps are at risk of missing the very people they’re trying to reach. This article will explore how mobile behavior has reshaped the customer journey, and what businesses need to do to stay relevant. The Smartphone: Not Just a Channel, But the…
If you’ve been watching on social media trends, you’ve probably noticed social media isn’t what it used to be. Content creation has changed so much over the years. And AI is right at the center of it. It’s no longer just about a creative team creating fun posts and new ideas. AI is not just a tool anymore; it’s reshaping how we create and share content, and honestly, it’s been a game-changer. How is AI Changing the Game? Making content for social media is exhausting. Especially writing captions, coming up with fresh ideas, staying on top of trends, and creating…
By Zoha Peerbhoy | June 2025 It’s 2025, and everywhere you look, people are hunched over their phones. Every time there’s a notification, people reach out (or, in most cases, swipe down) to check it almost as a reflex. It’s no wonder that businesses are focusing on mobile engagement now more than ever. App notifications keep us posted about offers and updates and everything in between. But we now have so many apps, and constantly receive so many notifications, that the minute we receive generic notifications like “We miss you!” our eyes glaze over. Businesses may send frequent app notifications…
By Zoha Peerbhoy | June 2025 The need for workforce engagement management (WEM) tools in contact centers is more crucial than ever, especially because the stakes are so high. Providing a good customer experience is necessary to survive, and employee satisfaction is directly linked to improved CX. Of course, the reverse is also true; if employees are less engaged, CX suffers. Here are the key workforce engagement management trends in 2025: Conclusion: Engaged Employees Drive Exceptional CX As contact centers continue to evolve, so must the way we support and engage those on the front lines. Workforce Engagement Management in 2025…
By Zoha Peerbhoy | May 2025 Businesses today adopt various Customer Experience (CX) strategies so that they can foster better relationships with their customers. This can be a bit of a challenge in an age where automation is the new norm. While using automated AI comes with a host of benefits, like 24/7 responsiveness and hyper-personalized experiences, the human touch is just as important for providing empathy. This article will highlight how brands can combine automation with human connection to improve customer experience. The Rise of Intelligent Automation Many of us have been around to witness how automation has evolved…