Tag: Customer engagement

How organisations can act on the needs of their customers to set new standards for a great digital CX

As digital further dominates business sales and revenue, organisations are facing major hurdles in decreasing the time between identifying digital opportunities and acting on them.  Added to this are teams’ limited ability to capture every customer friction, including small customer touchpoints...

Get ready for Gen Alpha: Why brands need to plan for the future now

Generation Alpha, those born between 2010 and 2025, may still be young, but they represent a future tidal wave for brands and marketers. This generation, the first to never know a world without smartphones and social media, will demand a...

3 practical strategies to help customer service agents overcome “The computer says no”

“Computer Says No” may be a phrase that most people in the UK associate with a comedy sketch, but it is a real and frustrating reality for contact centre agents. When resolving customer issues, agents usually follow a defined process, like a decision tree, where a system provides recommended steps to follow for customer resolution...

Are influencers relevant in the age of UGC?

Love it or hate it, we are living in the age of the influencer. Just look at the ongoing phenomenon of Love Island. With 1 million viewers tuning in to the recent Love Island All Stars final, the show’s impact extends far beyond the screen, turning many contestants into household names with...

The content race: On your marks, get set, go long-form video

In today’s digital age, the modern consumer is connected to everything, anywhere, all the time. Arguably, due to the proliferation of social media apps like TikTok, with the app reaching one billion installs just a year after its conception, there has been...

Contact centre AI: Are you set up for success?

In this digital age where customer expectations are rapidly on the rise, it’s no surprise that the contact centre is undergoing an AI-powered transformation. But how are businesses implementing AI in their contact centres? What do contact centres need to have in...

The Law of Congruent Experience: Unlocking Higher Customer Satisfaction Through Employee Happiness

In the complex tapestry of modern business, customer satisfaction stands as a beacon of success and sustainability. It’s the pulse that measures how effectively a company meets the needs and expectations of its clientele. 84% of companies that embark on...

How brands can create deeper customer connections in a cookie-less world

The disappearance of third-party cookies will cause a reckoning for the marketing industry. Losing out on third-party data stands to leave brands in the dark about behavioural and demographic insights that currently help them create target audiences and segments. Businesses will no longer be able to...

Old money prefers human support

Miles Davis once remarked after a gig, “It’s not about the notes you play, it’s about the ones you don’t.” We are in an era where the consumer experience is not solely about the emotions one feels. Far more crucial is...

Hyperpersonalising Online Shopping Experiences for Tech-Savvy Gen Z Customers

In the digital realm, where the line between the physical and virtual worlds blur, no one navigates the online shopping landscape with as much ease as Gen Z. Born into a world of rapid technological advancements, this demographic has changed...