Tag: Customer journey

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...

The ultimate, all-encompassing list of customer experience dimensions to help you succeed

Customer experience dimensions refer to the main areas that should be considered when developing a great CX strategy. These dimensions should be the focus areas for building customer experiences that will be great for your consumers. As a result, your business...

How can a facilitator ensure a great customer journey mapping workshop?

In a 2019 survey, the Nielsen Norman Group found that journey mapping was the third-most popular activity for UX professionals. While it is one of the most used methods in CX, it also can be daunting. Running a successful customer journey...

Why international success hangs on the strength of market localisation

Consumers can now visit a pan-global marketplace every time they use their smartphone. British companies are recognising the benefits of this new environment. More than four in every five UK businesses with an annual turnover of £1m are currently trading overseas. But while...

Customer timeline planning can be beneficial to strategise your business

It’s important to track your customers’ interactions with your business. A customer timeline runs right from their first point of contact, up to their most recent purchase. This process of customer brand engagement is referred to as a customer timeline.  It...