Category: Customer Experience

How to make self-service a success

This piece was co-authored by Michael Rendelman, Senior Specialist, Research, and Keith McIntosh, Senior Principal, Research in the Gartner Customer Service and Support Practice.Self-service has been regarded as a game-changer for customer service, but many organisations still struggle with low resolution rates. Customer service leaders...

Customer first: The loyalty and pricing unlock 

Consumers have mixed feelings about the economy. There is a sense of optimism as inflation has stabilised… But spending levels remain similar to previous quarters. Consumers are still trading down in search of better value and roughly one-third are continuing to monitor their expenses carefully. This has put ‘brand promiscuity’ at an...

VoC platforms aren’t working and here’s why

Voice of the Customer platforms have long been a mainstay in our industry, used by countless Customer Experience Professionals to steer customer journeys and relationships. We have always believed they add great value and are a significant portion of the CX platform market worth of $12.4 billion in 2023. In my previous article, as part...

The Odyssey of Customer Feedback: How to Master Surveys for Better Insights

Voice of Customer is a topic many companies discuss, and customer surveys are an intriguing aspect of the customer experience odyssey. Like sailors navigating unknown seas, companies often struggle with surveys—some overuse them, others never bother, and many do it...

The £9 Billion Blind Spot: How CRM Falls Short in Complaints Management

In the realm of customer service, CRM software reigns supreme. It’s the central nervous system for coordinating customer interactions and delivering personalised, contextualised services.But for all its strengths, CRM technology isn’t a catch-all for managing customer relationships. When it comes to complaints, your CRM...

Taking your CXM to the Next Level in The Age of Generative AI: Practical Insights 

If several years ago personalized customer experience was viewed as a nice-but-not-quite-necessary perk, today many experts agree that it should be adopted as a modus operandi for any customer experience management strategy. With the digital business domain’s exponential growth and...

Let’s get phygital: How to promote online feedback in-store 

After Sainsbury’s announced a decline in its online sales, with shoppers returning to its stores, there’s now greater pressure on retailers to provide more engaging shopping experiences – and one key way to do that is to improve the in-store customer experience. In...

You have to listen to act: The power of customer feedback

Businesses who are not listening to customer feedback are in for a shock. With an increasingly volatile social landscape helping to fuel decreasing levels of satisfaction, consumers are demanding more from organisations. They are prepared to vote with their feet and take their spending power away from...

Evolving the ways leaders listen to customer feedback  

With a whopping 16 billion marketing dollars devoted to customer surveys, the thought of answering more questions exhausts customers. Take a minute to open your inbox right now. A guess? There is at least one survey request from a brand with...

Going off-script: getting conversational messaging right

Done well, conversational messaging should be engaging and user-friendly. Offering real-time back-and-forth dialogue between an organisation and individual customers via their channel of choice, it aims to provide immediate response, address specific needs, and foster a sense of rapport with every interaction. This can be...