Category: Customer Experience

Motor finance affordability, and how to get your consumers on board

The motor finance and leasing market is taking a leaf out of the mortgage industry’s book by increasingly moving towards a ‘finance first’ approach. Consequently, affordability is determined during the customer’s journey and ahead of the actual point of purchase.Capita...

Using WhatsApp Business to boost customer engagement and loyalty

With over 100 billion messages sent every day by more than 2 billion users worldwide, WhatsApp is the frontrunner for retailer-consumer chat apps. With a widely-reported 40%+ conversion rate (around 12x that of email and SMS), tech-savvy brands are using it to get closer...

How automation revolutionised customer experience at Virgin Media

Customer service plays a pivotal role in the telecommunications industry. Every interaction, every phone call, every query holds the power to shape a customer’s perception – for better or worse.  And when you have a vast customer base of around 47...

The Gen Z customer experience: Adapting for success in the digital age

As the first wave of 20-something Gen Z customers enter the e-commerce market, organisations find themselves faced with a generation that has never known a world without mobile phones or the Internet. For Gen Z, the digital landscape is not a novelty; it is...

We’ve got 27 years to reach Net Zero in the most polluted cities in the world. How can it be done?

Sustainability has always been a critical topic. But it’s now more important than ever. We’re on limited time to literally save the world by cutting back our emissions, getting control on global warming again, and striving for Net Zero in...

How can data analytics help us understand different countries’ unique shopping dynamics? 

Online shopping gathered momentum in the last decade and registered all time high growth during the Covid-19 pandemic. e-Commerce grew 25% in 2020, and sales touched almost US$ 5 trillion in 2021. However, the growth trajectory was not similar across markets. The European Union is a classic example of how each country has unique online shopping dynamics. This is mainly due to differences in consumer...

Prioritising CX in the travel and leisure industry

As interactions within the travel and leisure industry become increasingly digital, expectations of smart and sophisticated experiences rise higher. Today’s consumers demand personalisation, effortless self-service and immediacy. Their changing behaviours are impacting the customer journey. Travel and leisure brands must adjust their...

Four signs your customer is a quiet critic, and how to give them a voice

Last year a new trend emerged in the workplace: quiet quitting. Dissatisfied employees, unhappy in their roles, stopped communicating with their employers and kept their complaints and feedback to themselves. Instead of raising their concerns, these disenfranchised employees are now doing the...

How to continue the fight for Net Zero in the age of crisis and vulnerability

We’re facing tumultuous times as of late. Global warming and the increasing necessity for a new sustainable life are pressing issues to tackle head on, and fast. But at the same time, we’re seeing the general population plunged into vulnerable...

How is the rising cost of living impacting customer contact demand?

Almost one in every two people (48%) report declining confidence in their ability to pay their bills and make ends meet, and more than 53% say they have had to delay a bill payment in the past 12 months. The rise in vulnerability,...