Tag: omnichannel

an illustrated image showing a poor customer experience

Poor customer experience: what’s the real cost?

Time invested in your CX strategy, employee development, and customer loyalty programme may all be for nothing after just one poor customer experience. Can you still afford not to make timely business interventions? Every leader knows that keeping customers happy and...

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an image of young woman using live chat

Live chat security and privacy: How to ensure both for supreme CX

There’s no question that companies need to be able to quickly answer customer support requests. One study from HubSpot showed that 90% of customers rated an immediate response (where “immediate” is defined as less than ten minutes) as important or...

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an image of a young woman embracing conversational support

Forrester research: embracing conversational support is business-critical

After surveying 523 customer support decision-makers, Forrester research found that embracing conversational support is business-critical. This research confirmed the companies that leverage the power of conversational support can successfully drive customer retention. Moreover, they reported an increase in customer satisfaction...

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A comic strip showing two people delivering a faster customer service

More haste less speed: why slowing down could be the key to faster customer service

When time is of the essence, how can you deliver a speedy customer service that’s efficient but not rushed? Freshworks recently analysed 107 million support interactions which indicated that speed is the most important factor when it comes to improving CSAT...

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Reimagine How You Serve Customers with Three Game-Changing Technologies

2020 has been a memorable year for all the wrong reasons. The pandemic has touched all segments of the UK economy and businesses are still struggling to grapple with the consequences. Whilst all have struggled, the customer service sector has...

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UK Retailers Lead the Way in Omnichannel Marketing, Have Yet to Utilise the Full Potential

New data collected from an omnichannel marketing automation platform, dotdigital, reveals the UK leads the way in omnichannel marketing, as 31 percent is scored by UK retailers against key success market, compared to the global benchmark of just 18 percent. Despite...

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The New Rules of Customer-First Marketing

There’s no denying the global coronavirus crisis has caused an incredible amount of disruption to all aspects of daily life. The sheer force of the virus has resulted in entire industries being forced to shut down or rethink their business...

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Omnichannel Publishing: The New Frontier

When digital customer experiences aren’t seamless, they quickly become digital inconveniences. The more technology advances, the more consumers expect it to keep up with their daily lives. Most of us regularly use several inter-connected devices. It’s often the ease of...

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What the Future Has in Store: The 5 Pillars of the 2020 Retail Reality

The extent of change in the retail industry has been remarkable. People are talking to personal shopping robots, storefronts are morphing to mirror passers-by, and consumers are using hand-held computers to digitally try on clothes from the comfort of their...

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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...

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