Tag: personalisation

Rocket sketch drawing shows that companies with successful digital transformation grow and thrive.

Top reasons why most digital transformations fail

According to a report by McKinsey, companies’ digital transformation and customer interactions have advanced in response to the pandemic by as much as three to four years. Customer experience (CX) leaders have had to keep a real-time pulse on customer...

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A comic shows two characters talking about personalisation in CX.

How can you harness personalisation in CX to drive increased loyalty?

It’s long been established that personalisation is key to a well-rounded customer experience strategy. So, what is personalisation in CX, and how can you achieve it for your brand in a way that turns customers into loyal advocates? Well, personalisation in...

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Customer Engagement Strategies to Drive Business Success in the Now and the Next

Regardless of industry, product or service, one of the drivers for achieving business success is having a strong customer engagement strategy. Undoubtedly, 2020 has been one of the most challenging years for businesses with the pandemic affecting consumer behaviour and...

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The Dawn of True Personalisation

We are in a world that looks very different from how anyone might have expected it to 12 months ago. Many of the ways in which retailers and brands would previously have sought to engage with consumers aren’t possible anymore...

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An image showing the statistics after the shopping experience personalisation

The value of shopping experience personalisation

High tech has been forced to integrate at an unprecedented pace – one of the many direct changes coming out of an unpredictable 2020. One of the main requests coming from the customers is shopping experience personalisation. According to a...

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Four Steps for Taking Control of Your Content Strategy

As the importance of customer experience (CX) continues to be front and centre for businesses, it is crucial for brands to constantly engage with their customers through personalised content. However, research by SoDA has shown that whilst most C-level executives (97...

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How Beauty Brands Use Customer Reviews To Effectively Engage with Consumers Amid COVID-19

Personalised face serums, skin formulas, and anti-ageing vitamins are now available to the masses thanks to the availability of data and technology. Consumer preferences for beauty and skincare often dictate what products brands create and sell. According to Statista, by...

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Use Personalisation To Drive Customer-Obsession And Loyalty

Brands have a personalisation problem. While marketers and CX pros alike share visions of delivering individualised and anticipatory experiences that earn loyalty, the execution usually undermines customer relationships. They can’t even get the basics right: only 7 percent of UK consumers...

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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...

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What Yoda can Teach About Hyper Personalised Experiences

If Yoda were to discuss hyper-personalisation in 2020, he might say: “Trust leads to data, data leads to knowledge, knowledge leads to wisdom, wisdom leads to hyper-personalised experiences, hyper-personalised experiences lead to loyalty and finally – loyalty equals survival.” But while...

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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....

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Why it’s Time to Treat Personalisation as a Product

Personalisation is now firmly engrained in every marketer’s vernacular. From the simple ‘salutation’, right through to more complex behavioural tracking for subsequent ‘predictive offers’, but despite great inroads in data and technology capabilities that can drive relevant and personalised experiences, many brands...

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Busting More Customer Experience Myths and Misconceptions

As CX professionals, it’s our job to understand and predict the needs of customers and to present experiences that fulfil those needs. Unfortunately, the reality of our role is rarely so simple. According to a study from Bain & Company, 80...

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Report Offers Insight Into CX Growth in Europe and Beyond

Global spending on Customer Experience is expected to reach over  £101 billion by 2022, according to the International Data Corporation (IDC). Their new Worldwide Semiannual Customer Experience Spending Guide, shows that CX spending in 2018 was reported at $97 billion in 2018...

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Emotion, Empathy and Personalisation: How can AI Ever Replace Humans?

There is ever increasing interest in the role emotions play when managing Customer Experience in the contact centre. At the same time, there is a drive to introduce technology such as chatbots to make customer service teams more efficient; removing...

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Personalised User Experience Design: Eight Important Points to Consider

Consumers these days expect a hyper-personalised Digital Experience, from cosmetics and fashion brands to consumer goods, online marketplaces, and even video streaming services. Personalisation has become a focal point for user experience design and, when executed smartly, can be a differentiator for a brand’s Customer Experience. Personalised user...

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Five Major Digital Trends of 2019

Each year, analysts predict trends that will determine the course of the advertising, media, and digital industry in the near future. Year after year, we see the same predictions about the importance of video content, new approaches to SEO optimisation,...

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Customer Experience: It’s Personal!

Anyone who has booked a flight recently will have likely noticed the level of personalisation creeping into their travel experience. Even before you’ve settled on timing or your destination, airlines are tapping into your intent, with some shrewd speculative interventions....

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How AI can Help, or Hinder, your Customer Experience

Ask the leadership of any reasonably-sized company what technology they’re looking to implement and they’ll almost invariably mention artificial intelligence (AI). In theory, that’s great, because AI has the potential to fundamentally change the way a businesses operates and creates...

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A Customer Experience Journey Through Time

If you’re reading Customer Experience Magazine, then you’ll be aware that CX is a much talked-about business concept. According to Forrester, it can be defined as “how customers perceive their interactions with your company”. This is a concept with a very long history...

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