Tag: CX strategy
How will Consumer Duty drive major CX shifts in the retail industry?
The FCA (Financial Conduct Authority) in 2022 published their final rules for the Consumer Duty. This is a set of procedures that companies must have in place to meet the required standard of consumer protection and support. Many companies had to...
How to drive CX with your own humanity, purpose, and vision
Knowing how to start an article is perhaps the most challenging part. Sitting at my computer, this is one of those pinch-yourself moments where I find myself penning an article for the Customer Experience Magazine (CXM) – a publication I...
CX & Loyalty Summit MENA 2022: driving revenue through CX transformation
The CX & Loyalty Summit MENA 2022 will bring together senior industry executives from various sectors and industries. The summit will discuss CX, EX, Loyalty, Customer Service, Digital Trends, and much more. The Summit will explore cutting-edge technology, including digital...
How to persuade others about the ROI of your CX programme
Proving the return on investment (ROI) of customer experience (CX) initiatives can be difficult. Even alongside the fiddly, specific mathematics and logistical elements, it can be challenging to measure and prove. Especially as it could take months, or even years,...
The looming problem of resident debt
Housing associations cater for a higher proportion of vulnerable households. As energy prices and the cost-of-living soar, residents are experiencing unprecedented difficulties. Having already had their incomes negatively impacted by the pandemic, many vulnerable residents are now particularly susceptible to...
The new generation of conversational CRM: an interview with Matthias Göhler
With the rapid development of technology and constant social and economic disruptions, many companies have faced customer relationship management crises. We repeatedly reported about it last year. A concerning report’s findings told that 43% of professionals found their CRM software too...
Time to Emphasise Real-Time CX Metrics
Nine out of 10 business leaders say being able to better measure customer experience (CX) would make it easier for their organisation to deliver growth. According to Harvard Business Review Analytic Services, 40% say one of their greatest measurement challenges...
Four key elements of Starbucks’ customer personalisation strategy
The most recent Cheetah Digital 2022 Digital Consumer Trends Index survey found that 74% of global consumers want brands to treat them as individuals. Therefore, personalisation is a critical factor for companies to consider as the economy points to more...
Future proof your business with purpose-driven strategy
One of the many functions of boards is to review strategy proposals. However, many board members are not sure how to evaluate what is presented to them, and those who are writing strategies are not confident in how they should...
Growing with purpose: the winning business strategy 2024
One of the most common mistakes in creating a strategy is to think that documenting “business as usual” (BAU) activities is, or can be, a strategy. Unfortunately, this is a common mistake in organisations in most sectors, whether commercial, government or the third sector....