Archives

Introducing the innovation feedback loop: disrupting CX management

When Bain first invented the Net Promoter Score (NPS) measurement system, they introduced Inner and Outer Loops. These loops are used mainly by most Voice of the Customer (VoC) practitioners. They use these definitions of the loops:The Inner Loop responds to...

The CX Telecoms, Media, and Tech Exchange 2023

Join senior customer experience leaders from organisations such as Sky, Orange, TikTok, Vodafone, Three, TalkTalk, Virgin Media, O2, BT, Huawei and DAZN as they meet to discuss how to foster brand loyalty, improve digital experiences and predict expectations and needs at the CX...

This week in CX: is customer service in supermarkets still up to scratch?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at the top 10 supermarkets in the UK and which ones are on top for their customer service efficiency. Also for supermarkets, they’re seeing...

Blockchain for social impact: 5 practical use cases

Blockchain might sound like something from the future. But in fact, it’s already integrated into our lives and growing rapidly. Gartner has predicted it will generate a business value of $176 billion by 2025 and $3.1 trillion by 2030. One of blockchain’s clear...

Delivering next-level personalisation by avoiding biases

Today’s brands need to be able to use the power of segmentation and personalisation to create highly relevant and optimised experiences. Location specific, targeted services and customised communications that seamlessly guidecustomers from the initial discovery right through to the final transaction. And it doesn’t end there. In...

How technology can drive personalisation and enhance the customer experience

Due to factors from the past few years, including the pandemic and increased digital transformation, customer expectations have heightened – and being able to offer omnichannel customer service has never been more important. Customers expect faster, more personalised communication, whether...

London will host The CX Summit focused on the BFSI industry

 The 2023 edition of CX NXT BFSI – the customer experience summit brings together CX leaders from leading banking, insurance and financial service enterprises in Europe. It is set to take place on 24 May 2023 at the Leonardo Royal...

Consumer Duty is coming: how can you ensure that your strategies will be a success?

Consumer Duty is set to come into force on 31st July 2023. According to the Elephants Don’t Forget guide, it will be the biggest change in conduct regulation for more than a decade. First and foremost, what is Consumer Duty? It...

How to prepare for the generative AI revolution

When you read this article, it’s reasonable to assume that a human has created it. Yet in the near future, it will be just as likely that a machine has written the words you are reading. And that’s thanks to the rise...

How to make forex forecasts?

In recent months, inflation has made a lot of talk about itself, directly influencing various areas of social and economic life. In particular, the theme of inflation and its trend is crucial for investors, especially for those who work in...