Customer Experience
Driving change: the shift from CRM to CX
Customers demand more from brands than ever before. Businesses need to provide a unified experience across all engagements, starting from the very first time an individual encounters a brand. Suvish Viswanathan,...
Peak District hotel provides peak digital journey
Wildhive Callow Hall is providing the ultimate customer experience courtesy of its partnership with onejourney. The ‘back to nature’ luxury hotel wanted to excite its guests’ with a digital-first,...
Do you measure up to the expectations of ‘never normal’ customers?
The world is changing. Customers are changing. And businesses need to adapt to these constant changes which seem to be happening faster than ever before. So what does the new customer look like today? Steven Van...
Post-purchase delivery communication proves critical for avoiding negative...
Two-thirds (64%) of customers will leave a negative review when their delivery is delayed or they receive an unsatisfactory response to a ‘where is my order’ (WISMO) query, highlighting the critical role...
Editor’s Question: How does your company ensure excellent customer...
Good customer service means consumers will return again and again. Just one bad experience can put customers off for life, and they end up telling others not to buy anything or do business with that particular...
Is this the end of customer loyalty?
Over half (56%) of Brits have switched from a favourite brand they were loyal to due to increased inflation and the cost of living crisis, while one in five shoppers (19%) agree...
Customer experience trends to look out for in 2023
The continued growth in online shopping means brands are more under pressure than ever to provide sleek digital experiences. So, what should companies look to improve and invest in with regards to customer experience...
Cisco’s customer journey
Zarina Pasalic, Director of Digital Customer and Partner Experience EMEA at Cisco, speaks to us about optimising the customer journey, streamlining the digital experience and bringing diversity into the...
To DM, or not to DM? Brands need to earn their place in a customer’s inner c...
A strong brand needs a strong brand personality. So how can your brand’s personality come across when getting in touch with your customers? Twilio’s research reveals the hurdles brands must overcome to be...
Immersive experiences: adapt or be left behind
Consumers’ attention spans are dwindling. According to one set of research, it is now shorter than a goldfish’s. Which is why marketers need to take a fresh look at how to capture an audience’s...
Genesys: How to eliminate bad customer experiences and build customer loyalty
As companies grow and expand, customer experience decidedly becomes a top focus of company operations. One bad experience with your business can result in client dissatisfaction, create a negative customer experience...
Just 3% of reps are happy with their current cold approach response rate
Enterprise sales teams are failing to convince 91% of prospects that the sales content they receive has been personalised to them. This is according to new research by Gong, a leading revenue intelligence platform,...
Improved efficiency and insights using marketing automation boosts Reed’s r...
With over 100 global offices, Reed wanted to make its marketing automation more effective. It needed to generate more leads and co-ordinate more efficiently with the sales team. Marketing Director, UK and EMEA, Reed,...
Transforming the role of CMO
As COVID-19 rapidly brought changes to the way we live and work, both consumers and brands were affected. Consumers changed the way that they made purchases and brands had to keep up, shifting the role of CMO. Tom...
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