Tag: Customer engagement

From crisis to CX excellence – the opportunity for growth

Brexit, the pandemic, war in Europe, supply chain issues – and now, the cost-of-living crisis. It’s hard to recall a more challenging few years in living memory. And not only in the UK – another factor that has been so distinct about the recent hardships is...

Time to trust: publishing industry in the age of  disruption

In 2022, Customer Experience Magazine published its first print issue and distributed more than 500 copies. This was the year the world was recovering from the economic losses caused by the pandemic. At the time, the predictions indicated that non-digital...

Are brands adapting to modern customer search methods?

A whopping 82% of businesses believe that consumers will find brands using social media over the next year. Many are relying on social media to promote and sell stock – often directly through certain platforms. Is this the end of traditional search...

Capitalising on feedback with conversation intelligence

According to Forrester Research, customers are in a space of survey overload. “We are now sending customers so many surveys that it hurts our CX performance.” Understanding customer feedback is essential if businesses want to improve customer experiences and boost...

Generative AI: Why traditional chatbots aren’t cutting it anymore

Large language models (LLMs), such OpenAI’s ChatGPT-4 and Google’s Bard, are making headlines as more parts of our economy are getting excited about how artificial intelligence (AI) solutions could be transformative. These LLMs can now handle longer inputs of up to 25,000 words and accept both text...

From surveys to business impact: how to make the most of CX signals

Surveys are the most common method to obtain feedback. However, surveys alone cannot keep organisations up to date with changing customer behaviours. Traditional surveys capture information about a limited number of touchpoints or interactions and can be restricted in scope....

The lessons, cost, exploitation, and sustainability of fast fashion

In 2023, it’s tricky to avoid fast fashion brands. And that’s either because you’re a customer of theirs, or you have seen their influx of advertising on TV and social media. Common household names of fast fashion retailers currently include Pretty...

Using emotional engineering to keep your customer invested long-term

Emotional engineering is a fairly simplistic concept, but can have fantastic long-lasting impact. If you want your business functions, design and customer engagement to stand out, you’re in the right starting place to make that happen. Emotional engineering is an...

Neurodiversity & unbiased CX approaches: the opportunities you may be missing out on

Often one of the biggest challenges in CX can be breaking down silos within businesses. Ensuring inclusivity for those included in the working groups presents another layer of complexity. I want to discuss the value of inclusive teams, and the...

Customer champion programmes: building the customer-oriented working culture

Customer champion programmes have been around for over a decade, yet they’re still not all that common. They’re imperative to maintaining customer centricity. With customer success champions, you can ensure that your customers and their best interests remain at the...