Archives

Accessible design: creating a positive experience for elderly customers

I was born and raised in an Indian joint family with a variety of age groups under one roof. This helped broaden my horizons of different perceptions from an early age. My grandparents were never tech-savvy and always struggled with...

Four CX investments that organisations should prioritise in 2023

According to Gartner research, CX is recognised as a priority with 76% of executive leaders surveyed indicating they see CX as critical to meeting the organisation’s business goals. Organisations with an effective CX strategy were less impacted by revenue loss during the pandemic years.  While encouraging to see...

The importance of mentorship at every stage of CX career development

Being a woman in business is, more often than not, a fight. A fight to be taken seriously – to get that promotion and salary you deserve as much as your male colleagues. How difficult your path will be depends...

This week in CX: even more AI-powered tools are coming; plus NICE & MaxContact

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at the newest AI-powered tools in the business – including advancements within the CRM field, and SalesForce’s newest take with ChatGPT. MaxContact have also...

The 2023 Consumer Trends Index: which attitudes and trends are shaping our strategies?

Marigold, in conjunction with Econsultancy, have released a report based on the findings of European consumer attitudes and trends. This is Marigold’s fourth consecutive annual report of the Consumer Trends Index. In the Consumer Trends Index, we will dive into the...

The impact of social media on sports fandom and fan culture

In 2023, the Cheltenham Leading Jockey competition was one of the most hotly contested battles in recent memory.Fans of horse racing around the world tuned in to watch as the jockeys and horses alike compete for the title of cheltenham leading...

Want to build a retail media business? Here are three things you need to get right

Retailers have reported a 24% increase in revenue from ads over the past 12 months alone. We’re already seeing many retailers with the right execution far surpass this rate of growth. IAB Europe estimates that by 2026, advertisers will spend around 29 billion euros on retail media.Understandably there’s a lot of...

Customer journey hijacking can impact your revenue & reputation

Malware is extremely dangerous for all victims involved – the business and the customer. Most crucially, it can affect the customer experience. Where third-party pop-ups occur and interrupt the process is where there is an issue created – and it...

Voice technology can transform customer service in 2023

To date, voicebots have garnered a bad reputation. They’re known for being inaccurate, clunky, and frustrating to operate. Thanks to the low-quality, underperforming voice technology of the last twenty years, customer confidence in automated phone support is low. However, the underlying...

Building inclusive workplaces: interviewing Miranda Collard

Women in business and positions of leadership is a powerful thing. Female empowerment comes with authority and making a mark on the world around them. However, only 30% of women are in management roles. Protecting, uplifting, and advocating for women in...