Archives

IoT’s role in transforming healthcare

Personalising the patient experience is now a possibility by integrating IoT (Internet of Things), and data from those devices. It can provide both patients and their doctors with a better picture of their health, as a better way to track...

This week in CX: Twilio, M-Cube, and Unilever

Happy Friday! We’re bringing you the latest roundup of industry news. This week, we’re looking at the retail industry’s comeback, new research into the issues of PSD2 regulations, how the cost-of-living crisis is threatening hospitality and the WFH model, and...

Are your employees facing organisational change fatigue?

Change was constantly emerging as a key topic during the last two years. While businesses must innovate and drive positive changes to grow, the people behind those new projects are often overwhelmed. According to a survey by Limeade, 59% of...

Why are companies struggling to stay relevant to their customers?

88% of executives believe that employees and customers needs are changing faster than businesses can respond to them. It is leading to a crisis of relevance, according to a new report from Accenture*.   “External factors – from economic to cultural, environmental and...

How to persuade others about the ROI of your CX programme

Proving the return on investment (ROI) of customer experience (CX) initiatives can be difficult. Even alongside the fiddly, specific mathematics and logistical elements, it can be challenging to measure and prove. Especially as it could take months, or even years,...

Get Wonky: a blockchain of culture programme by Eltizam

You can find Renata’s audio interview with Chris Roberts at the end of this article.Innovative customer experiences and sustained customer engagement are top priorities for many organisations. Whilst defining strategies, many organisations tend to overlook the critical contribution that employee...

This week in CX: Forrester, WhatsApp, and Disney

Happy Friday! We’re bringing you the latest roundup of industry news. This week, we’re looking at Forrester’s new employment forecast, Britain’s run-up to Christmas spending, how LEGO have celebrated its 90th birthday, and new WhatsApp updates. Key newsDisney+ has now surpassed...

Top three trends in healthcare CX

Healthcare providers are placing more emphasis on care than ever before. That means they’re shifting to a new paradigm for service interaction that doesn’t only focus on providing patient care. But this now also aims to deliver a superior customer...

New research: 88% of senior customers feel ‘shut out’ by online brands

UK consumers over 65 hold significant digital shopping power, with 76% relying on online purchase. However, findings reveal that only 12% feel understood by brands they digitally interact with. While many in this age group are digitally-savvy, the communications options...

UK airlines still leaving customers unsatisfied and disrupted

Heathrow has warned that its 100,000 a day limit on passengers travelling through the airport might be extended. This is due to the unprecedented disruption it is still facing. New data reveals that the top UK airlines are failing to respond...