Archives

The Effect of Digital Transformation on Customer Loyalty

As technology has advanced, it has become possible to digitise an increasing number of organisations’ interactions with customers, making the customer journey simpler and more streamlined while also cutting operational costs. The benefits of such solutions have inevitably prompted organisations...

Meaning, Relevance, And The Consumer-Brand Connection: An Interview With Martina Olbertova

Meaning is what a brand signifies or implies to the consumer. It is central to brand promise, and it contributes to expectations against which customer experience is measured. Dr. Martina Olbertova, CEO of Meaning.Global Dr. Martina Olbertova puts it succinctly: “Meaning bridges...

The Problem with Delighting Our Customers

When people talk about customer experience objectives, you often hear them expressed in terms of an overarching desire to delight the customer; to provide them with a next-level experience and exceed expectations. This is, of course, a noble aim, but...

CX: Not a Project, But an Evolution

It’s needless to say that the pandemic has changed everything: every corner of our lives has been affected in one way or the other. The life as we see it is unlikely to return to how it was before and...

The Secret Behind the Ideal Customer Journey

According to a study, it takes approximately 3.5 bad customer service experiences for UK consumers to stop using a product or a service. With people rapidly embracing digital in their personal and professional lives, customer expectations seem to be reaching...

Staying Connected in Times of Crisis: How Contact Centre Services are Keeping Human Interaction Alive

During these challenging times, every industry has had to evolve and react to rapid changes in customer behaviour. Contact centres have been at the forefront of this shift and have been faced with unprecedented call volumes. While the UK looks to...

Welcoming a New Dawn in Customer Experience

The ongoing COVID-19 crisis has changed the business landscape forever. One area that has been transformed in recent weeks is the way that businesses connect with their customers. As UK branches and offices remain closed, all interactions have become virtual,...

2020 UK Digital Experience Awards: Winners Celebrate Online

The winners of the 2020 UK Digital Experience Awards have celebrated success on Zoom, with financial markets data and insights provider Refinitiv making waves by being crowned as the day’s Overall Winner. Created to recognise and celebrate outstanding digital achievements, the...

Omnichannel Publishing: The New Frontier

When digital customer experiences aren’t seamless, they quickly become digital inconveniences. The more technology advances, the more consumers expect it to keep up with their daily lives. Most of us regularly use several inter-connected devices. It’s often the ease of...

Engaging Customers in the Post-COVID-19 World

As we continue to live through a global pandemic, one certainty is that COVID-19 has changed many aspects of our lives forever. In particular, consumer life and behaviours have been remodelled by the crisis. It’s a challenging and still evolving...