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 of real-time post-purchase delivery information and customer communication in...

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 company. Excellent customer service results in business growth, but there is no doubt...

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 that they can ‘no longer afford to be loyal’. That’s...

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 in the year ahead. Five customer experience professionals from leading brands...

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 workplace.   Zarina Pasalic, Director of Digital Customer and Partner Experience at...

Jeremy Paton, Team Engagement Solutions Lead, APAC, Avaya, examines how evolving consumer habits and expectations can affect the cybersecurity of businesses while staying compliant.  Australia’s appetite for digital services is rampant. While there’s still a time and place for...

Guy Hanson, VP of Customer Engagement at Validity, speaks to Intelligent CXO about the importance of email channels and effective data management. He also tells us about how marketers must combine these elements to create a strong business approach. As the pandemic finally dissipates, the next...

Providing a digital identity to create an online account or complete a transaction is becoming more commonplace globally. A digital identity is an electronic file containing a person’s identity information, often used to prove their identity online. Gartner has predicted that by...

Simple, convenient and visually attractive were the ideal CX, but this has become the expected norm. Now CX leaders need to create immersive customer experiences and produce positive emotional outcomes. Alex Smith-Bingham, Group Offer Lead for Customer Experience at Capgemini, tells us...

A new global research report from MIT Sloan Management Review (SMR) Connections, Delivering Experiences That Win Business and Build Loyalty: CX Champions Share Their Strategies, sponsored by SAS, has revealed that customer experience (CX) champions gain better returns from...