Category: Customer Experience

Customer 1st Aid: The Importance of Empathy in Driving Sustainable Growth

No one needs to be told that the world is in crisis right now – at times like this, it is not necessary for the obvious to be stated. Our health, our economies, our planet – in fact, the whole...

What Are the Emerging Customer Needs Post COVID-19?

Research shows that today’s wants become tomorrow’s needs. Great organisations respond by thinking strategically about emerging needs. What your customers need from your business may be dramatically different from a few weeks ago. This applies to both B2B and B2C and...

Use Personalisation To Drive Customer-Obsession And Loyalty

Brands have a personalisation problem. While marketers and CX pros alike share visions of delivering individualised and anticipatory experiences that earn loyalty, the execution usually undermines customer relationships. They can’t even get the basics right: only 7 percent of UK consumers...

New Gifting Trend: Self-Gifting Skyrockets Amidst COVID-19 Pandemic

According to the latest industry research from the Gift Card & Voucher Association (GCVA) in partnership with data specialist GlobalData, gift cards for self-use of the purchaser is now one of the main drivers of gift card purchasing, representing 22...

UK Business Awards 2020: Finalists Unveiled

The finalists for the 2020 UK Business Awards have been announced, with a shortlist of hopefuls representing the very best firms in the country this July. Hosted by Awards International, which brings events including the UK CX Awards to the capital...

7 Actions To Emotionally Connect With Customers in Times of Crisis

The COVID-19 global humanitarian and economic crisis has forced individuals and companies to rapidly change how they live and work. Many elements of business and life are being challenged; in some cases, the next normal may look very different as new...

Traditional Customer Experience (CX) vs Meta Customer Experience (MCX): Are they the same?

The father of Management thinking, Peter Drucker said: “The purpose of business is to create and keep a customer”. No matter if you are in B2B, B2C or government organisation, the goal is to sustain and grow your business by...

Inventory Management: A Cornerstone of Customer Experience

More than ever retailers must be high alert during for unexpected trading shifts. During these uncertain times, inventory is crucial not just to manage spikes in demand but also to provide a positive customer experience – here, stock visibility, analytics...

Is Your Email Costing you Customers?

As a customer, getting service in the digital age can be very trying.  Hoping that your email messages don’t end up in spam filters or disregarded, getting lost in automated telephone trees, having conversations with chat-bots, among others, leaves most...

Why Digital Feedback is Essential for Maintaining Consumer Trust

According to Kantar, the world’s leading data, insights and consulting firm, ensuring that the customer is put first by focussing on customer experience (CX) is one of many crucial factors that can determine what makes or breaks a brand. Perhaps...