Archives

The importance of communication in the experience economy

A gifting trend has arisen in the early 21st century: experiences in lieu of physical presents. In “the experience economy,” the new generation of consumers with disposable income focuses on experiences over materials, memories over tangibility. This consumer may still be wooed...

The road to omnichannel approaches, immersive engagement and overcoming agent attrition

As 2022 draws to a close, business leaders and CX professionals will already be working diligently to prepare for the year ahead. In 2023 we expect to see the continued proliferation of new focus areas within the CX industry. Alongside emerging...

Creating and measuring impact in CX: the four key indicators

CX requires collective and collaborative effort. But unless you understand all the internal and external drivers influencing CX, it will be much harder to create a company culture that places CX at the heart of everything. Fortunately, everyone nominated in the...

What can performance metrics reveal about customer standards?

Measurable data, we know, is crucial. In particular, tracking performance metrics is a great way to access valuable information into your business. And many factors play into organisational performance too. To help us understand, Zendesk have released a new whitepaper into...

This week in CX: KIA’s transformation, the shopping experience, and 2023 banking

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at the shopping experience, KIA’s new CX journey, European retailers’ prep, new banking predictions for 2023, and a report on product-led business growth.Key newsChattermill have...

8 small business tips to supercharge your marketing in 2023

As 2023 is just around the corner, it’s time to finalise your marketing strategy. Decide how you’ll be allocating resources ready for the new year. Consumers are shopping online on a larger scale than ever before. The digital landscape continues to head towards a...

How Vitality used Voice of the Customer to drive organisational success

Listening to customers can be beneficial in any circumstance. But in a rapidly-changing or tumultuous economic environment, it is of critical importance. Customers are more selective with brands than ever before. Now, they aren’t afraid to jump ship if they...

2023 look ahead – why AI and workflow automation will be key

As we approach 2023, the Bank of England predicts that the UK faces a ‘very challenging’ two-year recession. For most customers, this will be top-of-mind, with every purchase being carefully considered. Businesses will come under increasing pressure to prove they’re providing value by meeting customers’ needs effectively and immediately. As if that...

This week in CX: the 4 day week results; plus news from Vodafone & Zendesk

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at the results of the 4 day work week trial programme, Vodafone’s innovative new lab, Gen Z and social media’s impact on hospitality, and...

Customer calls are the moments that matter

The global call intelligence and speech analytics platform, Infinity, conducted a survey into customer call experiences. Out of 2000 UK consumers surveyed, nearly half (46%) have been disappointed with brand calls over the last 6 months.What’s the impact of negative...