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Top 3 strategies to overcome communication fatigue

When it comes to receiving marketing messages, everyone has a different tolerance level. ‘Communication or contact fatigue’ means different things to different people, but the bottom line is, when customers stop opening emails, ignoring messages and unsubscribing you know you’ve crossed the line.Getting...

Three tactics to improve customers’ post-purchase experience

‘The customer is always right’ as they say, but how much truth is there to this?In recent times, the gap between retailers and customers has grown, especially when it comes to how they view the post-purchase experience. For example, a recent...

This week in CX: the risk of generative AI

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at small business attitudes to customer support, what Londoners think of brand loyalty, and the risks of increasing generative AI.Key newsThe Great Resignation, a...

Motor finance affordability, and how to get your consumers on board

The motor finance and leasing market is taking a leaf out of the mortgage industry’s book by increasingly moving towards a ‘finance first’ approach. Consequently, affordability is determined during the customer’s journey and ahead of the actual point of purchase.Capita...

Video feedback to capture customer’s authenticity and foster human insights  

Over the past few years, the rapid development of AI (artificial intelligence) and deep learning opened a window for new CX technologies. Video feedback has emerged as an automated tool that brands can use to better understand their customers’ emotions...

This week in CX: how good are your post-purchase & personalised experiences?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at how retailers are failing post-purchase, what customers actually think of personalised content, and the lack of understanding about what service design is.Key newsMedallia has surpassed...

The impact of Apple’s VR headset on retail: 5 essential factors to consider

Earlier this month, Apple unveiled its new virtual reality (VR) headset, Apple Vision Pro – and it has the potential to change customer experience on many different levels. For retailers, of course, this raises all types of questions. Principally, what does it mean for...

This week in CX: has the hospitality industry been sidelined?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at how the hospitality industry feels unsupported, as well as Gartner’s definition and perspective on ‘AI-mature’ organisations.Key newsIn case you’ve somehow missed it (it’s...

Using WhatsApp Business to boost customer engagement and loyalty

With over 100 billion messages sent every day by more than 2 billion users worldwide, WhatsApp is the frontrunner for retailer-consumer chat apps. With a widely-reported 40%+ conversion rate (around 12x that of email and SMS), tech-savvy brands are using it to get closer...

How automation revolutionised customer experience at Virgin Media

Customer service plays a pivotal role in the telecommunications industry. Every interaction, every phone call, every query holds the power to shape a customer’s perception – for better or worse.  And when you have a vast customer base of around 47...