Archives

Keeping Experience in Mind: The Neuropsychology Behind Customer Journey Maps

Brands are often missing one key piece of data that will bring them the greatest customer benefits.Typically brands know the age, gender, spend, location, online duration time, and basket contents of their customers. This is useful transactional information – but...

Bridging the CX Chasm

I would hope that in every business that it is clear who is responsible for sales and who is responsible for post-sales service. What may not always be clear is who is responsible for what happens in between. Who is responsible...

The Era of Conscious Consumer: Shoppers Demand Brands Be More Environmentally Aware

Emerging from the coronavirus lockdown, brands and retailers are expected to shift towards sustainability as 37 percent of UK and Irish consumers became more conscious of their online shopping habits and the impact it has on the environment. The research conducted...

A New Look: The Importance of An Adapted CX Strategy for A New Customer Mindset

In times of crisis we re-evaluate what we think. Tried and tested concepts no longer feel appropriate as we turn a critical eye on brands, institutions and governments based on what they have said and done and what they will...

Aim For the Stars: Take a Peek at CX Excellence

“An excellent and well-constructed entry that showed that the business truly understands the benefits of putting the customer first.” “A strong submission with supporting evidence of how the culture has joined up two parts of the business around the customer.” “Fabulous presentation...

Living the Change: Continuous Transformation in the Experience Economy

We are living in non-linear times. In the past, we had enough time to learn and analyse events, in order to initiate actions in the present that will secure our future.Today, the problem is that when you try to learn...

Four Steps for Taking Control of Your Content Strategy

As the importance of customer experience (CX) continues to be front and centre for businesses, it is crucial for brands to constantly engage with their customers through personalised content. However, research by SoDA has shown that whilst most C-level executives (97...

Refinitiv Acquires Advisor Software Inc. To Expand its Digital Capabilities

Global provider of financial market data and infrastructure Refinitiv announced today the acquisition of assets from Advisor Software Inc. (ASI) to enhance its digital functionalities. Refinitiv’s Wealth Management will be improved with digital advice capabilities and digital portfolio analysis. ASI’s technology...

Six Ways to Unlock the Hidden Value of IT in CXaaS Programmes

The CX technology market is hot right now. The pandemic revealed just how poor most companies’ CX infrastructure is and has exposed wide gaps in how companies interact with customers, especially through digital channels. As a result, many companies have...

Differentiate with Digital: Designing your Digital Experience Ecosystem

Never before has the digital realm been so fundamental to how a brand delivers its unique brand promise. In a world of accelerating disruption, organisations are looking for ways to rapidly create sustainable competitive advantage. Unfortunately, while 80 percent of...