Tag: Customer journey

Valentines shopping season decoration

From Valentine’s to Christmas: how can marketers make a success of every year-round shopping season?

The major winter holiday shopping event season (also known as the Golden Quarter) is now done for another year. Marketers may be forgiven for needing a breather. Starting from Black Friday through to the Boxing Day sales, the numerous shopping events...

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Good CX cannot exist without good staffing

The recent Centre for Retail Research figures showed that around 120,000 retail jobs were lost last year. While some job losses could not be avoided as behemoths of the UK’s high street collapsed, other retailers are reducing staff numbers to...

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Retail - environmentally conscious choices

The impact of the cost of living crisis on environmentally conscious choices in 2024

This piece was co-authored by Agop Ashjian, CEO of Shipup, and Edward Drax, CEO of Yocuda. The environmental crisis is a growing issue for both retailers and customers. A report by Recycling Lives found that 81% of people prefer to buy from retailers with an eco-conscious...

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Modern call center interaction powered by AI

3 AI-powered changes we will see in call centres in 2024 

While artificial Intelligence (AI) technologies have been steadily evolving since the 1960s, latterly including image recognition and natural language processing (NLP), 2023 will be remembered as the year that generative AI (gen AI) burst onto the scene. In fact ‘Artificial Intelligence’ and ‘hallucinate’ have both entered common parlance after being named ‘words of the year’ for 2023 by Collins and Cambridge...

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CX predictions for 2024

Top 3 unexpected CX predictions for 2024

As businesses set their sights on the new year, insurance providers must focus on elevating CX. Particularly when selling directly online. Prioritising customer needs is one of the best ways to achieve positive results, in terms of short-term financials and...

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2024 generative ai

Unlocking the value of generative AI in 2024 and beyond

Today’s consumers expect immediate and seamless customer service. They are more willing than ever to invest and stay loyal because of exceptional experiences. This requires the service function to adapt and evolve, ensuring it is well-placed to meet the growing...

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Black Friday 2023 trends

Top 3 digital trends to expect for Black Friday 2023

Retail sales growth slowed in September as consumers struggled with higher housing and fuel costs, according to the latest data from the British Retail Consortium. Economic uncertainty means people are prioritising spending on necessities and around two-thirds (67%) of adults are spending less...

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post purchase experience

Three tactics to improve customers’ post-purchase experience

‘The customer is always right’ as they say, but how much truth is there to this? In recent times, the gap between retailers and customers has grown, especially when it comes to how they view the post-purchase experience. For example, a recent...

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Gen Z customer experience - digital and omnichannel

The Gen Z customer experience: Adapting for success in the digital age

As the first wave of 20-something Gen Z customers enter the e-commerce market, organisations find themselves faced with a generation that has never known a world without mobile phones or the Internet. For Gen Z, the digital landscape is not a novelty; it is...

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customer surveys and signals

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....

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