Tag: Customer data

Why do customers lie and how to deal with the issue

It’s not rare for companies to lie to customers. At some point, we have all been in situations where free products were not quite free, or services came with hidden terms and conditions. Such an approach to customer communication decreases...

Customer ethnography: the power of small and big data combined

By supporting researchers to gather in-depth people stories, customer ethnography became a game-changer in the CX industry. This method allows brands to have a peek into candid customer experiences and design meaningful solutions. As a cultural anthropologist, I believe there’s no...

Ways to improve data security and build customer trust

Today, AI solutions are at the centre of most business strategies. Artificial Intelligence is there to marvellously synthesise data and deliver personalized experiences at every touchpoint. It also manages to improve customer satisfaction, reduce costs, and achieve greater operational efficiency....

Around 55% of UK adults will prefer digital channels post-pandemic

A heated debate is going on around digitalisation in the last year or so. We’re all speculating about digital trends in 2021 and the future of customer interactions with brands. Will people opt for virtual channels rather than face-to-face communication? According...

Starting small with big data

Big data has become a customer marketing buzzword. As an industry, we were told that it was going to change the way we acquire and engage with customers. Without a doubt, the potential is huge but for some people, the...

Adapting to the Post-Pandemic Customer Experience

Those who haven’t started to thrive in this new post-pandemic economy should take note of the following trends pertaining to the new customer experience. This pandemic has stripped many businesses of budgets and stunted growth initiatives, whilst simultaneously forcing them to...

Reinventing CX Analytics With Alternative Data Sources

Optimising your customer journey is crucial for higher conversions, better engagement, and maximum retention. Around 86 percent of customers have said that they are willing to pay more if offered a better CX. Hence, customer experience analysis is a powerful business...

The Importance of Empathy For Businesses and Leaders

In recent years, ‘empathy’ has become an increasingly relevant mantra for companies and business leaders. The emergence of COVID-19 earlier this year has served as an accelerant to the realisation of how important empathy is in both business and society,...

How Collecting Consumer Data Enhances Your Business CX

There are numerous technological options to choose from in order to collect customers’ data. What they all share is the ability to keep track of your customers’ spending, how often they visit your website, their overall opinion of your business,...

Lockdown Lifts Usher in a Big Data Experiment for Retailers

The phrase ‘unprecedented times’ has been used so much in reference to the Coronavirus that it can seem like an empty cliché. We have after all been presented with new extraordinary circumstances on a daily basis for months on end. Now,...