Tag: Customer journey

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...

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...

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...

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...

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...

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....

Customer journey matrix frameworks – the best method for planning a successful CX

Customer journeys, no matter how closely we try to track them and orchestrate them, are different and unique in every case. One of the best ways to understand this closer is with a customer journey matrix framework. The frameworks support digital journey...

Four CX investments that organisations should prioritise in 2023

According to Gartner research, CX is recognised as a priority with 76% of executive leaders surveyed indicating they see CX as critical to meeting the organisation’s business goals. Organisations with an effective CX strategy were less impacted by revenue loss during the pandemic years.   While encouraging to see...

Customer journey hijacking can impact your revenue & reputation

Malware is extremely dangerous for all victims involved – the business and the customer. Most crucially, it can affect the customer experience. Where third-party pop-ups occur and interrupt the process is where there is an issue created – and it...

Challenges, crisis, and being cost-conscious: a chat with retail expert Elissa Quinby

In the current financial state, industries are taking a hit. We’ve seen a multitude of issues from supply chains and warehouse shortages, even to workers’ strikes. It’s especially no exception for retail, which has become a common topic of discussion...