Category: Customer Experience

Oiling the Wheels: Devising a Friction-Free CX Strategy

Going frictionless – finding and removing pinch-points and problems to create a hassle-free Customer Experience – is likely to figure highly this year for companies wanting to improve the way they engage with customers. If you can do this successfully...

Millennials: Banking with a Tech-Savvy Generation

All banks should be aware of the importance of catering to the needs of the millennial generation, and while many are, there are significant misunderstandings around how to address these new consumers. This tech-savvy cohort is set to dictate the direction...

Around the World: Devising an Effective Global Customer Experience

Pleasing the customer is perhaps the most critical aspect to business success; ensuring the service provided satisfies the needs of the customer has a huge impact on both consumer retention and attraction. But now with markets more saturated than ever...

How to Drive Customer Loyalty in Peak Periods

The face of retail is changing. Retailers are under immense pressure to deliver differentiated products and services, at a time when customer loyalty is dwindling. Mobile technology has created the “promiscuous shopper”, and customers now have the freedom to compare prices...

Open Banking Reforms: A Golden CX Opportunity

Open Banking should be a “catalyst for greater Customer Experience” rather than a hindrance for the UK’s banks, it has been suggested as one of the biggest personal financial shake-ups in recent years gets underway. From January 13, customers are able...

VR in Retail: Here to Stay

In-store experience still clearly matters: in fact, 85 percent of consumers have the same preference, according to RetailTouchPoints. The main reason why so many people still go to stores when everything is readily available online is that they like to touch...

From the Inside-Out: Driving Cultural Change in Business

Achieving cultural change is one of the toughest challenges a business can face, no matter how large or small they are. But change is essential if organisations are to keep pace with shifting customer demands and fluctuating economic landscapes. A perfect...

Defining Customer Success Metrics

As the Chief Customer Officer for a software-as-a-service (SaaS) company, much of my day is spent thinking about customer success and retention. Like any subscription-based business, renewals are our lifeblood and the success of our customers is paramount to our success...

The Mobile Retail Hurdles You Must Overcome

In the world of retail, success increasingly depends on the ability to provide a great mobile Customer Experience; mobile customers expect a lot from retailers. But getting it right is not as easy as it might appear. Small amounts of latency...

Retail in 2018: Trends Predicted to Emerge

The retail industry has experienced a tough few years, and 2017 was no exception. High street store closures, political uncertainty impacting currency value, and regional spending, rising real estate costs, and an influx of ever-developing technologies: all of these factors...