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Author: David Morton

CX transformation roadmap
By  David Morton

November 29, 2021

Delivering hyper-personalisation through a CX transformation roadmap

Research from Google has found that people are 40% more likely to spend beyond what they’d planned when they identify the shopping experience as personalised. However, personalisation in a simple sense is no longer enough. Most of us now expect...

By  David Morton

July 26, 2019

Transform Your CX With a Single View of the Customer

Brands are working harder than ever to enhance Customer Experience as people increasingly demand a streamlined and immediate service from the companies they interact with. Research from Dimension Data shows that 58 percent of consumers would be willing to spend...

By  David Morton

January 02, 2019

Replaced by Robots?: How Adaption by Customer Service Staff can Prevent a Takeover

Technologies such as artificial intelligence (AI) are regularly hailed as the future of a more personalised and responsive approach to customer services. However, their emergence as a realistic option for a wide range of businesses has raised fears over threats...

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