Archives

What is digital fingerprinting and should I be worried about it?

Unless you’ve been burying your head in the sand or avoiding technology like the plague, you’re probably aware that every move you make online is being tracked by data collection companies. This normally involves setting cookies on your browser or...

How has social media enhanced the customer experience?

Social media has changed the way we interact not just with each other but with businesses too. Businesses that used to be reachable only via a phone call can now be contacted anytime, anywhere, with your smartphone. But just how...

Conducting consumer interviews: your guide to actionable insights  

Consumer interviews are the most powerful method of understanding how a product or service fits around someone’s life. Through interviews, a researcher gets a rare opportunity to observe facial expressions, emotions, and a broader perspective on what value a product...

Capitalising on feedback with conversation intelligence

According to Forrester Research, customers are in a space of survey overload. “We are now sending customers so many surveys that it hurts our CX performance.” Understanding customer feedback is essential if businesses want to improve customer experiences and boost...

Unleashing the power of digital transformation through process mining

In recent years, digital transformation has become an increasingly common trend across the globe. It has gained significant importance due to the rapid advancement of technology and the increasing adoption of digital solutions by customers and businesses.Digital transformation often involves a range of technology initiatives to drive business growth and innovation. Looking at the...

Generative AI: Why traditional chatbots aren’t cutting it anymore

Large language models (LLMs), such OpenAI’s ChatGPT-4 and Google’s Bard, are making headlines as more parts of our economy are getting excited about how artificial intelligence (AI) solutions could be transformative. These LLMs can now handle longer inputs of up to 25,000 words and accept both text...

From surveys to business impact: how to make the most of CX signals

Surveys are the most common method to obtain feedback. However, surveys alone cannot keep organisations up to date with changing customer behaviours. Traditional surveys capture information about a limited number of touchpoints or interactions and can be restricted in scope....

This week in CX: the challenges of personalisation

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at personalisation in focus – with Twilio’s new research on how it could be AI-driven, and how retailers now see it as their greatest...

The lessons, cost, exploitation, and sustainability of fast fashion

In 2023, it’s tricky to avoid fast fashion brands. And that’s either because you’re a customer of theirs, or you have seen their influx of advertising on TV and social media. Common household names of fast fashion retailers currently include Pretty...

Improving donor experiences for charities: easing demand for the third sector

No sooner had charities weathered the impact of the peak-pandemic years, they now find themselves facing another huge challenge. The cost-of-living crisis is hitting us all hard. But could focusing on improving the customer experience that donors receive be the answer?A...