Tag: Customer journey

Customers not able to resolve their simple self-service issues

Only 14% of customer service and support issues are fully resolved in self-service. Even “very simple” issues are only resolved 36% of the time in self-service. The new research comes from a Gartner survey. “While 73% of customers use self-service...

Is poor listening hurting customer experience? 

Customer happiness should be stronger than ever. Businesses have almost unlimited scope to collect deep insights about individual needs, while three in ten customers are willing to pay more for products that come with better service. So, why are satisfaction levels stuck at...

The key to improving CX and driving revenue in the travel industry

As the summer season heats up, so does the travel industry, with millions of people planning holidays and adventures. However, recent IT outages that led to widespread flight cancellations and booking disruptions have underscored the industry’s vulnerabilities. These challenges highlight the...

6 strategies to help bridge the CX personalisation gap

There is a consensus among customer experience practitioners when it comes to personalisation: when done well, it can be a business differentiator. It’s easy to see why. Personalisation shows to customers the value that brands place on their relationships –...

Email orchestration: The new intelligent business enabler

Email remains the go-to communications method of choice after the phone for all businesses and organisations around the world with 4.48 billion people worldwide using it, forecasted to rise to 4.73 billion in 2026. AI has revolutionised the management of email known as ‘email...

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...

How marketing can help connect CS and sales to foster a more unified revenue team 

Siloed departments spell trouble for customer retention. While 95% of B2B SaaS companies have customer success (CS) teams, seamless customer experiences demand cross-functional harmony. Sales, marketing, and CS must collaborate and align as one revenue team to anticipate industry shifts. Shatter...

Traditional purchase journeys are dying. The future lies in the in-stream checkout

As we head towards the second quarter of 2024, retailers can be forgiven for feeling nervous. Strong retail sales volumes in January 2024 were an encouraging sign, but look to be going against the grain with the UK currently in recession. Once again, retailers...

How to get the most out of Voice of the Customer platforms

In Customer Experience Management, the Voice of the Customer (VoC) stands out as a popular and powerful tool. It is easy to start and as we build our skills, it takes us on a transformative journey as we progress from fixing...

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...