Tag: Customer journey

Drift’s new report: how personalized conversations can convert to leads

Drift has released their new report, which analysed 41 million conversations looking at how conversations can convert to leads which will bring about more conversions, pipelines and happier customers. This is a short overview of the report: “The Science and...

Supply chain resilience lies in advanced technology

The ongoing supply chain crisis is causing B2B suppliers to split their focus between tackling logistical issues and delivering a seamless customer experience. At the same time, many are in the process of either implementing or optimising their B2B eCommerce...

Ending the post-purchase silence by offering customers more choice

The growth of e-commerce recently has been staggering. In 2020 alone, there was a 46.1% year-on-year increase in internet retail sales value in the UK. Of course, many consumers have been forced to shop online as a result of the...

Picking up the pieces from five broken customer experiences  

Every day, organisations enable a myriad of interactions with their customers and employees. Whether it’s an online shopper trying to purchase a new pair of shoes or a design engineer taking a leadership training course, companies provide experiences throughout every...

Supercharging CX in 2023: going beyond generic surveys

If you go the extra mile and seek personalized, timely, insightful feedback from your customers, you can identify and improve contact centre operations—and strengthen customer loyalty. CX (Customer Experience) professionals measure their company’s brand health in terms of customer satisfaction, and...

Behavioural analytics: preventing sky-high basket abandonment rates

Basket abandonment costs UK retailers billions of pounds each year – attracting a plethora of solutions that have hitherto struggled to dent the problem. In 2018, Barclaycard estimated the cost at £18bn and the figure is only likely to have...

Harnessing positive friction: an interview with Forrester’s analyst Joana de Quintanilha

A week ago, our team hosted a CX roundtable titled CXM time machine. One of the guest speakers was Forrester’s VP Principal Analyst Joana de Quintanilha. During the talk, she introduced us to her interesting career path and shared glimpses...

What is customer journey management?

After exploring the topic of the customer value journey, it’s time to take into account the process of measuring, tracking, and optimising the provided experiences. Customer journey management is an approach to delivering seamless experiences to your customers across all...

Your guide to the customer value journey

Following the initiative to cover CX basics in a series of articles, CXM talked a lot about the topic of the customer journey in the last couple of months. Today, we further explore the subject and give more details on...

Three ways to create personalized experiences for Gen Z

When it comes to customer experience, the newest generation of users is set to disrupt the status quo. Defined as anyone born after 1996, Generation Z has different brand expectations, including a ruthless quest for truth, and is poised to...