Tag: data

Data: Making Faceless Shopping Personal

High tech and the high street have been forced to integrate at an unprecedented pace – one of the many direct changes coming out of an unpredictable 2020. In fact, according to a recent McKinsey Digital survey, UK consumers have...

0
(0)

Quality control: Inspiring Repeat Business Through the Customer Experience

In today’s world of special discounts and bargain deals, many brands believe the way to a customer’s heart lies purely in the price. In many cases they are right: being able to provide affordable products is a key differentiator when...

0
(0)

Why Data is (and Always Will be) the Next Big Thing

As we are a few months into a new decade and look back at what we’ve achieved in just 10 years, I’m in awe of how much we’ve managed to accomplish in such a short space of time. Not only has...

0
(0)

Why Hyper-Personalisation Demands a Fair Value Exchange

Retailers today face an interesting challenge – and competitive opportunity – brought on by the growing customer demand for personalised products, recommendations, and experiences. To successfully achieve this personalisation, the delivery process for brands involves a necessary exchange, one that...

0
(0)

Pre-empting Consumer Intent With a Truly Customer-Centric Approach

Customer-centricity has been the CX and marketing industry promise of the past decade. It has been hailed as the crucial ingredient to generating lasting loyalty because it is a fundamental shift in the way businesses view their customers, and indeed how...

0
(0)

Break Free From the Personalisation Paradox

Anybody who has spent any significant time on the internet will be familiar with the following scenario… You’ve searched for a product, let’s say running shoes. Maybe you decided to make a purchase, or perhaps you were just looking for information....

0
(0)

Retail and the Data Revolution

What’s really driving the change in how we shop? As we dive head-first into the holiday season, we can expect to see a familiar set of stories about the changing face of the retail industry. Headlines will no doubt focus...

0
(0)

Make it Personal This Festive Season: Overcoming Barriers to Personalisation

With days to go to the annual seasonal sales extravaganza, including Black Friday, the holiday season is well and truly upon us. Like many other consumers, I often start readying my gift shopping lists in the autumn. From my many conversations...

0
(0)

Customer Feedback Data: Creating a More Individual Experience

According to a Salesforce Research paper published last year, 79 percent of customers now expect offers and recommendations from companies to be personalised based on what they’ve already bought.  It’s part of a trend we’ve seen emerging for years in...

0
(0)

‘Fangagement’ in the Mobile Age

Recent studies have found that over a third of the UK’s population have attended a festival since 2016, proving there’s always a fanbase ready to trade home comforts for a weekend of music, food, and drink in a field. Yet...

0
(0)

AI Empowers CX Employees…but we’re Measuring the Wrong Things

At its best, science fiction taps into our contemporary anxieties to predict the fate of humanity. An episode of Doctor Who, for example, featured robotised mega-corporations, human irrelevance, and despair. The Doctor may be sci-fi fantasy, but the issues are...

0
(0)

5G: The Data Ownership Debate

5G, the latest generation of cellular network, is dominating media headlines and capturing everyone’s imagination. Among all this noise, one of the growing topics of debate is the continued relevance of Wi-Fi in a 5G world, with many commentators starting...

0
(0)

Image Problem: Google Gives Inaccurate Picture of Women in Senior Roles

Data harvested from Google Images has revealed the extent to which women around the world appear to be underrepresented in senior management roles, compared to the actual number of women holding these posts in real life. Global data provider Creditsafe replicated a...

0
(0)

How AI-Driven Contact Can Revolutionise Your Customer Relationships

It used to be that when someone said “AI”, images of sci-fi films came to mind. Nowadays, the effect is more prosaic: it’s become de rigeur to use AI as shorthand for “business wonder cure”. When we hear “AI”, we know we’re...

0
(0)

Building Tech to Enhance – not Hinder – Customer Experience

Businesses in the UK today are very focused on bringing digital tools and tech into the heart of their processes. You are a brave Marketing or Operations Director if you say that digital transformation is not at the heart of...

0
(0)

Customer Experience and the Evolution of Business Intelligence

Businesses have been drowning in data for years, and in the CX space we’ve developed some bad habits, collecting information without any clear purpose and sending out surveys to ask for feedback at every turn. Then, doing nothing with it,...

0
(0)

Why Contact Centres Should Think Before They Speak

We’re flush with new ways to engage with customers, but businesses should be more data-driven, rather than simply throwing more manpower on the frontlines. In the era of new contact centre touchpoints, the touchpoints themselves matter less and less because...

0
(0)

Making Data Work for Customers

The digital landscape is continuously evolving and with that the volume of data created and shared grows exponentially month on month. High profile data breaches and the implementation and enforcement of GDPR have really brought home to customers that their...

0
(0)

Getting Personal With Direct-to-Consumer Sales

There are few better ways of minimising costs than offering products straight to buyers – and it seems brands increasingly agree. Survey’s suggest nine-in-10 plan to launch their own direct-to-consumer channel (DTC), and at least 23 aim to do so in the...

0
(0)

The Omnichannel Experience: Using Data to Enhance Customer Loyalty

The impact of poor Customer Experience is not one easily forgotten. The reality for retailers today is that for even the most loyal customers, one bad experience is enough to make them abandon their shopping baskets and never hesitate about...

0
(0)
1 2