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New Forms of Customer Intelligence: Helping Brands Reach Their Audience

The premise of effective selling is simple – find out what people need and deliver a product or service that meets that need at the opportune moment. Peter Drucker, seen by many marketers as the forefather of business consulting, famously...

Five Changes CEOs can Make to Lead More Efficiently

In business, the adage “It starts at the top” can prompt an uncomfortable question: “Can the boss finish what he or she started?” Many CEOs and entrepreneurs wrestle with this challenge, with both short and long-term implications. Meanwhile, a disconnect develops...

Human Touch vs Tech: People Power in CX Delivery

Advances in artificial intelligence (AI) are changing the way we work, from supporting faster data analysis to the use of virtual receptionists to greet guests. However, when it comes to delivering a great experience in the workplace, the power of...

Keeping Customers in the Digital World

Today, customer data, knowledge, and insights are more valuable and of more strategic importance than ever before. Customers have more options, greater access to pricing information, and greater means to share their experiences with others, both good and bad, yielding...

Online Sales up, but Shoppers Disappointed in Overall Digital Experience

While online sales continue to grow, people still find the digital shopping experience lacking, with four-in-ten consumers saying they’re unable to differentiate between one online brand and another, research has found. According to a survey of over 1,500 UK consumers by e-commerce...

Four Common CX Misunderstandings

Most marketers today understand the importance of Customer Experience and often find themselves leading the charge on cross-functional alignment on CX within their organisations. Countless studies have shown that CX drives results – Forrester found that CX leaders tend to...

CX Excellence Report: Challenger Banks and Cosmetics Favourite Bucking Negative Trends

Customer Experience in the UK has shown little sign of improvement in the last year, according to the latest analysis by KPMG Nunwood in their Customer Experience Excellence (CEE) report. However, whilst consumers generally felt their experiences with British brands were ‘average’...

Listen up! Brands Ignoring Voice of the Customer, Research Reveals

While over three quarters (78 percent) of brands now measure customer satisfaction, most admit to failing to get real business insight from listening to the Voice of the Customer (VoC), according to new research. The findings from AI chat firm Eptica...

Personalised Pricing Sways Supermarket Shoppers

New research has revealed that targeted discounting (otherwise known as personalised pricing) that offers regular discounts on a proportion of products that a shopper regularly buys, can have a substantial effect on where people focus their supermarket shopping. The findings from Go...

Peak Season Priorities

Black Friday and Cyber Monday have evolved into two of the most significant ‘event’ days in the retail calendar and, due to their success in driving customer participation, have morphed into anything from ‘Black Five-day’ or, as I recently read,...