Tag: Customer journey

Stories from the airport: the post-Covid flying experience

Travelling over the past three years have become an emotionally charged and uncertain experience. Have our feelings towards airports changed? I decided to ask two groups of people to help me understand the current travel disruption: CX professionals working for...

How can neuroscience studies be used to improve the overall shopping experience?  

According to Deloitte, “Neuroscience studies can be used to identify motivating elements that increase customer motivation-to-buy. This is in addition to removing distractions in the online shop and thus improving the overall shopping experience”. It gives retail businesses a better...

Christmas shopping in the face of economic uncertainty 

Consumer pessimism continues to spiral in the UK, with the cost-of-living crisis and rapidly rising inflation coupled with geopolitical uncertainty leading to downtrends in overall spending. Unsurprisingly, people are adopting an affordability-first mindset when it comes to their finances, particularly...

The next great disruption in customer experience – the opportunity to surge ahead

Every year, consumers become more impatient and more likely to switch brands for better experiences. To win and keep them, you have to go above and beyond. With the advances in AI and cloud technologies, companies today have tremendous opportunities...

What impactful self-service really looks like

According to Liferay, 85% of all customer service interactions will begin on self-service by 2022. In a world where busy customers are looking for faster resolutions, available anytime and from anywhere, digital self-service is a growing priority for every contact...

IoT’s role in transforming healthcare

Personalising the patient experience is now a possibility by integrating IoT (Internet of Things), and data from those devices. It can provide both patients and their doctors with a better picture of their health, as a better way to track...

Top three trends in healthcare CX

Healthcare providers are placing more emphasis on care than ever before. That means they’re shifting to a new paradigm for service interaction that doesn’t only focus on providing patient care. But this now also aims to deliver a superior customer...

Real world transactions against the notion of the metaverse

The metaverse promises an environment where our physical and digital personas merge into a virtual experience, and everything works together seamlessly. Unfortunately, that doesn’t mean taking a break from that experience to pay for goods and services using your credit...

How digitalisation can improve the patient experience

We are living in the most technically advanced era known to man. Digitalisation is having a major influence on most sectors, and healthcare is no exception. Government owned hospitals, private institutions and pharmaceutical companies are all adopting digital strategies.   But what...

What does the new subscription report reveal about customer churn?

Piano, a leading digital experience platform, released its 2022 Subscription Performance Benchmark Report. The study analyses customer behaviour in publisher subscription environments. This report looks at current behaviour throughout the customer journey: overcoming registration obstacles; turning registered users into subscribers; engaging...