Archives

Post-purchase CX is in Fashion Thanks to new Partnership

Fashion brand PrettyLittleThing has announced a partnership with tech firm Narvar to enhance post-purchase Customer Experience. Narvar’s role in PrettyLittleThing’s CX improvement journey has centered on its post-purchase communications. Before working with Narvar, PrettyLittleThing directed customers to third-party websites for delivery updates....

10 Ways AI can Supercharge Customer Experience

Across almost every sector, businesses are using Artificial Intelligence (AI) to improve their products, streamline their services, and drive higher levels of customer satisfaction. Nowhere is this more evident than in the Customer Experience (CX) space, with Gartner expecting CX...

UAE Customers Demand ‘SuperService’

Four-in-five UAE consumers expect an immediate response from the organizations and vendors they contact – part of a growing demand for ‘SuperServe’ customer engagement – according to new research. In the latest global research conducted by Avaya Holdings Corp and...

Overreliance on Tech and Discounts are no Substitute for Customer Experience

Looking ahead to some challenging conditions in 2019, retailers will need to address two flawed strategies: discounting and an over-reliance on technology at the expense of customer service. What used to be one off days like Black Friday and Cyber Monday...

Five essentials for a world-class customer experience programme

I’ve been reflecting on what successful CX leaders we partner with at Medallia are doing, and have identified five key actions to ensure a world-class customer experience programme. 1. Start with the end in mind Visualise where you want to be at...

Customer Experience: Where Will 2019 Take Us?

UK Customer Experience Award winner Feefo has revealed its top five CX predictions for 2019. The firm is a leader in reviews and customer insight technology, and last year won Silver in the Best use of Insight & Feedback – Solution or...

Rugby Team Scores With CX-Style fan Engagement

A Reading-based rugby club is reconnecting with supporters after pioneering a ‘fan experience’ similar to the Customer Experience initiatives that have revamped the fortunes of firms across the globe. London Irish RFC, which was founded in 1898 by Irish expats, currently shares...

Programmatic Marketing: Beyond the Numbers

With the range of innovative technology at marketeers’ fingertips, now more than ever it’s possible to follow a customer’s online and offline footprint to create truly bespoke communications. However, the devil is in the detail, and bad channel orchestration often...

Dubai to Host Workers Incentives Conference

The First Workers Incentives and End of Service Benefits Conference & Exhibition will take place in Dubai in February.Under the patronage of the Federal Authority for Government Human Resources, the event will be organised by Mondial Dubai LLC, the leading financial advisory...

Five key Aspects of Service Design

This article is co-authored by Amjid Rasool, Head of Service Design at Tesco Bank, and Paul-Jervis Heath, Founder of Modern Human.      In 2017, we embarked on a redesign of how the bank handled complaints. From the work we identified what we...