Tag: Customer engagement

Using WhatsApp Business to boost customer engagement and loyalty

With over 100 billion messages sent every day by more than 2 billion users worldwide, WhatsApp is the frontrunner for retailer-consumer chat apps. With a widely-reported 40%+ conversion rate (around 12x that of email and SMS), tech-savvy brands are using it to get closer...

How is the rising cost of living impacting customer contact demand?

Almost one in every two people (48%) report declining confidence in their ability to pay their bills and make ends meet, and more than 53% say they have had to delay a bill payment in the past 12 months. The rise in vulnerability,...

The new era of customer centricity in a disruptive market

Some of the global changes in recent years have disrupted and forced businesses to pivot and adapt to continue to trade. Whereas, others have increased the opportunity for companies to meet customer needs better. But are businesses more or less customer centric...

Why brand bravery will win the war for consumer trust

Experts in trust in the digital age rightly note it’s still just as elusive as ever. According to Rachel Botsman, emotion remains a more important driver than fact. Consumers are taking huge leaps of faith when deciding to place their confidence...

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....