Tag: Customer service

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...

Motor finance affordability, and how to get your consumers on board

The motor finance and leasing market is taking a leaf out of the mortgage industry’s book by increasingly moving towards a ‘finance first’ approach. Consequently, affordability is determined during the customer’s journey and ahead of the actual point of purchase. Capita...

How automation revolutionised customer experience at Virgin Media

Customer service plays a pivotal role in the telecommunications industry. Every interaction, every phone call, every query holds the power to shape a customer’s perception – for better or worse.   And when you have a vast customer base of around 47...

How can data analytics help us understand different countries’ unique shopping dynamics? 

Online shopping gathered momentum in the last decade and registered all time high growth during the Covid-19 pandemic. e-Commerce grew 25% in 2020, and sales touched almost US$ 5 trillion in 2021. However, the growth trajectory was not similar across markets. The European Union is a classic example of how each country has unique online shopping dynamics. This is mainly due to differences in consumer...

Prioritising CX in the travel and leisure industry

As interactions within the travel and leisure industry become increasingly digital, expectations of smart and sophisticated experiences rise higher. Today’s consumers demand personalisation, effortless self-service and immediacy. Their changing behaviours are impacting the customer journey.  Travel and leisure brands must adjust their...

Four signs your customer is a quiet critic, and how to give them a voice

Last year a new trend emerged in the workplace: quiet quitting.  Dissatisfied employees, unhappy in their roles, stopped communicating with their employers and kept their complaints and feedback to themselves. Instead of raising their concerns, these disenfranchised employees are now doing the...

How to continue the fight for Net Zero in the age of crisis and vulnerability

We’re facing tumultuous times as of late. Global warming and the increasing necessity for a new sustainable life are pressing issues to tackle head on, and fast. But at the same time, we’re seeing the general population plunged into vulnerable...

The new era of customer centricity in a disruptive market

Some of the global changes in recent years have disrupted and forced businesses to pivot and adapt to continue to trade. Whereas, others have increased the opportunity for companies to meet customer needs better. But are businesses more or less customer centric...

Digital transformation takes flight as millennials jet to the sky

The pandemic brought unprecedented challenges to the travel industry, forcing airlines to navigate through a period of uncertainty and adapt to rapidly changing circumstances. Thus, digital transformation emerged as a vital lifeline, providing innovative solutions to tackle these new challenges. Accordingly, 69 per-cent of travellers who contacted the...

The modern retail customer wants more than just an experience

Consumer attitudes and behaviours are changing. People are seeking value from their shopping, and while price will be the ultimate purchase driver, there is a reluctance to compromise on convenience and values. Expectations of service, retail technology and sustainability are rising. The future of...