Category: Customer Experience

Shifting Company Culture Towards the Customer

We’re all familiar with the phrase ‘actions speak louder than words’ but for customers and businesses alike this statement has never been so true or so important. Mission statements are quite rightly populated with encouragement: “We put the customer at...

Automation To The Rescue: Optimise Your CX and Remote Workforce

The COVID-19 pandemic has demonstrated that many companies had not implemented an adequate business continuity strategy, resulting in a frantic rush to roll out technology that enables staff to work from home. However, business continuity planning spans much wider than...

Managing CX When Everything Changes At The Speed of Light

Back in January I was getting ready to present at a conference in London and the subject of my talk was going to be examining global social trends and their future CX impact.  Naively, we thought we could measure, forecast, and...

Refunds vs Vouchers: Maintaining Customer Loyalty

The internet has been taken by a storm. Simply google the word ‘refund’, and your search page will fill your screen with hundreds of articles, reports and links to online forums and discussions about companies offering vouchers in place of...

Everything Counts: Providing Relevant CX Through Crisis to Recovery

The coronavirus pandemic is unprecedented and unlike anything we’ve ever experienced in recent history. For many brands, this poses a significant challenge – particularly given that there’s no ‘rulebook’ to follow. At times like these, brands and businesses need to...

Over half of customers choose to watch ads rather than pay for video content

The research conducted by the global provider of advertising technology Rakuten Advertising drives some important conclusions. It shows us that 38% of 4,500 interviewed adults in the UK, France, Germany, Italy, Spain and the Netherlands spend more than three hours...

Issues with Customer Insights: 3 Things You Might Want to Review

A recent report published by Revuze, a no-touch analytics platform examines the possible issues in understanding your customers while offering a self-service solution that solves it all. Customer insights require time, effort and maintenance since all customer data today is gathered...

The Best Time to Map Your Customer Journey is Now

At insight6, we have surveyed more than 80 business leaders from across the UK and Ireland and found that, unsurprisingly, 64 percent had less work than they did prior to the Covid-19 pandemic. Despite the obvious negatives, I feel it is...

Freshworks Announces Integration with Slack to Enable Accelerated Collaboration With Customers

Global innovator in customer engagement software Freshworks Inc. has announced the integration of its customer support and engagement software Freshdesk with Slack, which is a leading channels-based messaging platform with over 12 million active daily users. The Freshdesk and Slack integration...

Want to Convince Your Boss to Do CX? Ask Them About Their KPIs.

Dear Customer Experience Manager, Have you recently tried to convince your boss that your company should invest more in Customer Experience? Assumingly, you did not come to that conversation empty-handed. You probably had some data points from the NPS or satisfaction...