Archives

Beyond human-centred design: CX for a troubled planet

The term Customer Experience was coined in 1994 by Lewis Carbone. Since then, it has grown from relative obscurity to a fully fledged discipline. It is now taught at postgraduate level in universities, with recognised professional certifications and global governing bodies.  However the rising awareness...

Relying on online tools and AI assistants alone won’t retain your customers. What will?

With consumer confidence constantly in flux – falling from a record low in January to its highest level in almost a year in February – the experiences that brands deliver today become increasingly important in winning over customers and their share...

The new era of customer centricity in a disruptive market

Some of the global changes in recent years have disrupted and forced businesses to pivot and adapt to continue to trade. Whereas, others have increased the opportunity for companies to meet customer needs better. But are businesses more or less customer centric...

Digital transformation takes flight as millennials jet to the sky

The pandemic brought unprecedented challenges to the travel industry, forcing airlines to navigate through a period of uncertainty and adapt to rapidly changing circumstances. Thus, digital transformation emerged as a vital lifeline, providing innovative solutions to tackle these new challenges. Accordingly, 69 per-cent of travellers who contacted the...

This week in CX: customer complaints with UK local councils

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at Twilio’s latest research about the value of demographics, the increase in UK citizens complaints to councils and how they are being handled, and the...

How generative AI will revolutionise the marketing landscape

Unless you’ve been living under a rock, I won’t be the first to tell you that generative AI has arrived, and it has big potential for marketers. However, whilst AI has been a feature in business meetings, analysts’ discussions and industry debates for a while now – and...

Harnessing artificial intelligence to elevate immersive customer experiences

Everyday we are bombarded with countless different distractions. Be it a ping on our phones or smart watches, an email notification on our laptops or an eye-catching advert on a digital billboard – there are endless diversions that pull us...

The modern retail customer wants more than just an experience

Consumer attitudes and behaviours are changing. People are seeking value from their shopping, and while price will be the ultimate purchase driver, there is a reluctance to compromise on convenience and values. Expectations of service, retail technology and sustainability are rising. The future of...

The importance of building a strong whistleblowing policy and procedure in 2023

In today’s dynamic work environment, whistleblowers play a vital role in uncovering workplace misconduct and potential company threats or risks. This is acknowledged during World Whistleblowers Day on 23 June. Examples of whistleblowing include criminal activity, such as theft, or unethical or...

This week in CX: brand recommendations are pointless if you don’t know your customers

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at conflicting consumer opinions on AI, shoppers saying their favourite essential brands don’t know them well at all, and the costs of having to...