Tag: Customer 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...

How to ease consumer concerns during the Royal Mail strikes in the UK

Retailers looking to maximise sales during the Christmas period are in a sticky situation. This is attributed to the blend of cost-conscious consumers and ongoing industrial action creating a tricky combination. Royal Mail strikes have been the cause of particular concern over...

Silence of the Customer is louder than Voice of the Customer

Amid the growing dialogues about digital experience, your customer data has the power to make or break your business. But what happens when your customer goes silent on the data? The silence of your customer is a deadly threat to your...

Developing a total experience (TX) strategy framework

Total Experience (TX) bridges user, customer, and employee experience disciplines into one transformational experience. This experience unifies every customer touchpoint; aligns the brand across every channel; harmonises business functions; and establishes trust within every possible journey. A TX strategy is...