Tag: Customer insights

Prioritising CX in the travel and leisure industry

As interactions within the travel and leisure industry become increasingly digital, expectations of smart and sophisticated experiences rise higher. Today’s consumers demand personalisation, effortless self-service and immediacy. Their changing behaviours are impacting the customer journey.  Travel and leisure brands must adjust their...

The 5 trends driving CX tech innovation

Managing the customer experience is challenging and complex. There are multiple channels to manoeuvre; data and functional silos to bridge; and CX tech to orchestrate. Customers and employees are as fickle as they are demanding. Innovation can stall when day-to-day pressures...

Are pseudo metrics taking over and driving CX strategies?

Tying metrics to system strategy is a loophole in your organisational architecture. The perils of blindly using it can result not only in unaligned digital experiences, but also damage your brand loyalty.  Simply put, metrics are the building blocks to design your strategy....

CX in real estate: reinvent the VoC programme for international recognition

Imagine owning and managing a diverse portfolio of commercial properties. Those spanning office, laboratory, retail and coworking spaces. Just as the Covid pandemic hits, it brings with it the greatest change in working practices for decades. This includes working properties being...

Ethics led design: the only way to gain user trust

Trust matters. Whether it’s in a personal or a business relationship, loyalty grows only through trust. When trust is lost, it can be hard to win it back. However, current trends in UX design show that many companies are putting...

Empowering the business with UX metrics starts with good habits

Our latest State of UX survey asked 100 UX, design and product development professionals working in the software industry to share their approaches and attitudes to the user experience. The results confirmed what we suspected; while most executives and leadership...

It’s time to challenge the monopoly and start a customer-focused revolution in e-commerce

It’s a given that the pandemic has been good for the tech giants. The entire GAFAM group, Google, Apple, Facebook, Amazon, and Microsoft have seen profits continue to surge. Apple, Alphabet and Microsoft made $57bn of profits in the last...

How the pandemic has made UK consumers rethink their relation to brands

The global pandemic changed the way we interact with each other, and with brands. Driven by emotional and transactional needs, consumers across the world have demonstrated their values – and indicated their plans for the future. In mid-2021, the Qualtrics XM...

Three ways to prioritize consumer well-being

We can only imagine the massive pressure consumers felt during the past year. Our lives changed dramatically with enforced remote work, homeschooling, job losses, and the social (and psychological) impact of lockdown. Things were even worse for those on the...

Overcoming CX challenges with advanced customer insights

Despite recent progress in MarTech innovation, brands can still expect to face significant obstacles when it comes to implementing customer experience (CX) strategies. We wanted to find out more about the exact nature of these barriers and commissioned a study...