Tag: Customer data

Aldi takes top spot as UK’s most affordable grocery store

Aldi has once again outperformed its rivals, taking the title of cheapest UK supermarket in August according to Which?. The consumer group compared prices of 62 popular groceries at eight major UK supermarkets. Aldi emerged as the winner, with an average...

Forrester follows up on its list of emerging technologies for 2024

Aerial drones have topped Forrester’s follow-up list of the next 10 top emerging technologies for 2024. The first top 10 technologies list was released in June. This follow-up list highlights how AI continues to dominate the technological landscape, as well...

Customers crave genuine brand experiences, not just a loyalty programme   

In today’s climate of economic uncertainty for companies and customers alike, brand loyalty is no longer a given. To stay with a brand, customers are demanding even more. It’s not just about better prices, they want experiences and connections. In 2023, loyalty achieved...

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...

A guide to leveraging product intelligence to improve customer experience

Understanding how customers use and feel about the products they buy can ultimately allow companies to make more informed decisions about specific products – whether that’s improving existing products or introducing new ones. But uncovering this intelligence is hard. Technologies like artificial...

Reality Bites: data, vulnerability, and the opportunity for growth

The face of vulnerability is changing. Nearly every household is battling the cost of energy, fuel, foods and other products – all set against the backdrop of rising inflation and stagnant wages.  This means we need to better understand and interpret data to...

How to create an effective first-party strategy in 2023

Today’s customers demand seamless, fluid brand interactions. Salesforce recently found that marketers’ number one priority is improving the use of tools and technologies to build relationships across the customer lifecycle. Marketers are increasingly adapting strategies and tactics to redefine customer interactions. 71% agree that...

Prove the ROI of your customer experience programmes in 3 steps

To secure and retain support and budget, CX leaders must effectively use their data to demonstrate the ROI of CX. This involves proving the link between improved customer satisfaction and wider business outcomes. Customer retention, purchase frequency, lifetime value and...

Harnessing AI for next generation customer experience 

There’s no secret to what consumers want when they interact with brands. That is – convenience and speed. The brands that delight customers are those that have easy, fast, and smart self-service.  Now AI that is purpose-built for customer experience (CX)...

Employing empathy in healthcare to facilitate actionable change

Currently, CX professionals rely heavily on survey data to keep their finger on the pulse of their customers’ thoughts, feelings, and opinions. However, amidst the growing pressure, there’s been a demand for more context and clarity. This clarity comes from...