Archives

6 strategies to help bridge the CX personalisation gap

There is a consensus among customer experience practitioners when it comes to personalisation: when done well, it can be a business differentiator. It’s easy to see why. Personalisation shows to customers the value that brands place on their relationships –...

Costco to raise its customer loyalty membership fees

Costco is pushing up the prices of its customer loyalty programme for the first time in seven years. The North American retailer intends to increase the price for its gold star membership to $5 a month and its executive membership...

This week in CX: personalisation remains key to customer experience success

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at what customers want, personalisation strategies, and what machine customers represent for the future of CX.Key newsZoom launched the new Workflow Automation in beta, allowing users to...

Most executives are unprepared to build strong personalisation strategies 

The majority of executives are ill-equipped to track about consumers’ preferences and behaviour online following Google’s plans to eliminate third-party cookies. Research from Optimizely, which surveyed marketing, e-commerce and IT executives across six global markets found that a massive 97% were...

Customers don’t want AI in customer service, report claims

Gartner research indicates that customers don’t like artificial intelligence, and would prefer companies didn’t use it at all.According to the analyst firm, 64% of customers prefer firms not to use AI in their customer service. The report also claimed 53% of customers would consider...

Contact centres at a crossroads: interview with Sat Sanghera

The contact centre has been the bedrock of customer experience strategy (and source of customer frustration) for the last 35 years. But will the advent of AI change all of that? What is the evolution of the contact centre now set...

Elevating the travel experience: How omnichannel, personalised and proactive support drives customer satisfaction

The staycation era is well and truly over. Building on two years of sustained resurgence in international travel, a return to pre-pandemic levels of passenger volumes is on the cards for 2024. With global restrictions all but gone, and consumers browsing the widest choice of direct flight destinations seen since 2019, globe-trotting tourism is back. Yet the gathering momentum is likely to wrong-foot many travel providers, as they struggle to overcome both familiar and new obstacleswhile servicing significantly increased demand.With geopolitical tensions mounting, and extreme weather...

Explore how to collect – and act on – the right customer insights

Customer feedback can make or break a business. Yet, most companies still grapple with how to effectively collect and use customer insights. According to the CallMiner 2023 CX Landscape Report, the majority of teams still collect mostly solicited feedback (71% in 2023...

This week in CX: more workers are using and benefiting from AI than they realise

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at how professionals are unhappy and lacking confidence in their sales forecasts, AI is having more positive effects on workers’ productivity and value than we...

Rise of machine customers poses new CX headaches

Ever heard of a machine customer? Other than thinking about the Terminator movies, or possibly Westworld, not many people have. James Dodkins, CX evangelist and self-appointed ‘chief content officer’ at Pegasystems, believes that is all about to change.According to Dodkins,...