Tag: Digital transformation

Four features of a good customer experience

Customers have expectations when they call for help, as they should. After all, they typically aren’t reaching out to your organisation for any other reason than to get their issue resolved or a question answered quickly.  Most customers would agree that...

Are influencers relevant in the age of UGC?

Love it or hate it, we are living in the age of the influencer. Just look at the ongoing phenomenon of Love Island. With 1 million viewers tuning in to the recent Love Island All Stars final, the show’s impact extends far beyond the screen, turning many contestants into household names with...

Get ready for Gen Alpha: Why brands need to plan for the future now

Generation Alpha, those born between 2010 and 2025, may still be young, but they represent a future tidal wave for brands and marketers. This generation, the first to never know a world without smartphones and social media, will demand a...

How brands can create deeper customer connections in a cookie-less world

The disappearance of third-party cookies will cause a reckoning for the marketing industry. Losing out on third-party data stands to leave brands in the dark about behavioural and demographic insights that currently help them create target audiences and segments. Businesses will no longer be able to...

Traditional purchase journeys are dying. The future lies in the in-stream checkout

As we head towards the second quarter of 2024, retailers can be forgiven for feeling nervous. Strong retail sales volumes in January 2024 were an encouraging sign, but look to be going against the grain with the UK currently in recession. Once again, retailers...

What do consumers really think about AI in retail?

Not long ago, Artificial intelligence (AI) was something you only saw in sci-fi movies. Now, however, it is an everyday tool that people use to process data, create content, distribute information quickly and process data, and it’s here to stay.    Yes,...

The evolution of technology through a businesswoman’s lens: Interview with Medallia’s Simonetta Turek

In honour of Women’s History Month, and our campaign to raise the volume on women’s voices in business, Customer Experience Magazine is honoured to host an interview with Simonetta Turek. She is the Chief Product Officer at Medallia, and has...

Maximising customer experience in the omnichannel era

The transition from traditional call-based centres to diverse, omnichannel contact centres is here to stay. Omnichannel service transcends the conventional multichannel approach by integrating different modes of communication, closing the technology gaps between them. This integration minimises repetitive information and maximises agent performance, ensuring...

Entering a new age of customer communication

The world of customer communication is set to enter a new era. And that’s before we even talk about Apple’s Vision Pro. The increasing change of pace in brand-customer relations means that customer experience strategies must adapt too. In the...

What is MultiCaaS and why is it the contact centre of the future?

As a contact centre or IT leader, you don’t need another acronym to add to the pile. But that’s the beauty of the newest acronym in the industry, MultiCaaS—it’s the only CaaS acronym you need to operate your entire business...