Category: Customer Experience

Grow Brand Loyalty, Organically

Customer experience ecosystems are complex and multifaceted, with multiple moving mechanisms across many organisational silos – each with their own set of values, beliefs and key performance indicators. Carefully curated customer experience initiatives synchronise and steer these cross-functional team efforts...

Gulf Customer Experience Awards 2021: Entries now Open

The Gulf Customer Experience Awards will return to Dubai for 2021 in a new-look ceremony that will celebrate the very best CX strategies in the region. Hosted by Awards International, the 2021 finals event will take place in Dubai on February...

Shoppers Unlikely to Swarm Stores This Black Friday amid COVID Fears

New data from analytics company Contentsquare reveals that the startling 91 percent of UK shoppers are highly unlikely to visit physical stories on the upcoming Black Friday. The research, which surveyed over 1,000 UK shoppers found that over a third of...

Beat the Wave of Dissatisfaction – Get Proactive!

  Now that lockdown restrictions have been eased significantly, shoppers are nervously returning. It’s a brave new world out there and it’s more than just nerve-wracking going back out, visiting retailers, pubs and beauticians – it’s confusing, it’s less fun and an...

How Marketers Can Keep Pace With Consumers Post Pandemic

As we all entered 2020, who would have known life as a marketer would change so drastically, let alone the world as we knew it.  The COVID-19 pandemic hit us all with an unexpected bang. The year started with interactions through...

Video Killed the Radio. Is It About To Do the Same to Face-to-Face Customer Interactions?

Over recent months, the way we communicate has changed drastically. With companies across multiple industries implementing work-from-home arrangements for their employees, it will come as no surprise that video applications, such as Zoom and Microsoft Teams, have all grown in popularity monumentally since the...

Create Memories that Tell Your Brand Story

Customer Experience has been a buzz word amongst C-Level executives for some time now and for good reason too. In fact, the term has extended its reach beyond the boardroom and is used just as frequently by tactical and operational...

UK Complaint Handling Awards: 2021 Entries now Open!

Entries are now open for the 2021 UK Complaint Handling Awards, Britain’s biggest celebration of CX-inspired initiatives to resolve consumer problems. 2021 will be the fifth year of the UK Complaint Handling Awards, this time held fully online, from start to...

Getting CX Transformation Right

One of the most common obstacles to CX transformation is a misunderstanding of what CX is really about, among people who are not CX professionals. And if you are a CX professional trying to explain it to colleagues, it can be...

Brands Should Focus on Delivering a ‘Human’ Experience in the Brave New World

The uncertainty surrounding the fallout from lockdown and consumers’ changed behaviour makes the task of forecasting the future a difficult one for brands. While commentators obsess about the performance of channels and the extent to which ecommerce is replacing bricks...