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.
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’s redrawn the map entirely. 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 Journey…
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…
By Zoha Peerbhoy | May 2025 We have come a long way from what personalization strategies looked like a few years ago. We would receive communication from brands where they used our first name in an email and recommended products based on past purchases. Nowadays, however, with the help of AI and algorithms, businesses can predict our next move before we make it. It’s no longer enough to receive recommendations based on past data. Customer experience can no longer be one size fits all. Customers are now informed about how data is collected and used for marketing and recommendations, so…
We’ve all heard over and over again how customer experience is crucial for business success. However, ensuring that customers are satisfied and will keep coming back for more is no small feat. While businesses can use multiple tools and technologies to their advantage to ensure that the customer is satisfied at every stage of the journey, from the first time they interact with the brand (irrespective of the channel) to post-purchase interactions, they have to keep adapting to meet ever-evolving customer expectations. It goes without saying that AI is at the center of everything. Brands are now heavily relying on…
On May 27, 2025, Salesforce announced its acquisition of Informatica, a cloud data management company, for about $8 billion in equity value. The deal will allow Salesforce to take a strategic leap toward AI that not only acts but understands. Salesforce, known for its CRM and AI tools like Einstein and Agentforce, is focusing on a vision where AI agents operate autonomously, safely, and at scale. However, such agents cannot function on messy, unstructured, or opaque data. They require clarity, governance, and meaning, which is exactly what Informatica provides. Why Informatica? Informatica’s Data Management Cloud (IDMC) offers rich metadata management,…
Today, brands are expected to connect with their customers to build longer-term relationships. Without customer loyalty, brands would find it difficult to survive and grow in this competitive market. In this article, we will compare the SPARK Matrix™ for Customer Loyalty Solutions (CLS) for 2023 and 2024, published by QKS Group (formerly Quadrant Knowledge Solutions). The main areas of focus will be vendor rankings, changes in the vendor landscape, and the vendors’ strengths and capabilities. The Leaders Salesforce, Epsilon, SessionM, and Comarch were positioned as leaders in both 2023 and 2024, showing strong innovation and consistency. These vendors also offer…