Category: Customer Experience

Customer Experience Consultant: The 2022 Career Guide

Do you wish to become a Customer Experience Consultant but don’t know where to start? Analytical thinking and innovation are expected to be the top skills in 2025, which means Customer Experience Consultants will have loads of job opportunities. If...

What does the conscious consumer want in 2021?

As society begins to reopen, retailers and brands must be cautious not to lose sight of the legacies of lockdown. One of the most notable is the new ‘conscious consumer’. After the pandemic, we became more aware of the impact...

Customer Experience (CX): Adapting to changing times

As the dynamo of digital and technological development drives the wheels of change faster than ever before, organisations across all sectors are having to adapt. Changes in consumer attitudes and behaviours, the effects of technology on customer experience (CX) and...

How to foster customer loyalty in the insurance industry

Customer retention has long been a struggling area for insurers. As such the team here at Ello recently surveyed over 2,000 consumers to uncover how valuable a customer is to a brand over the course of their lifetime. We looked...

Forrester research: embracing conversational support is business-critical

After surveying 523 customer support decision-makers, Forrester research found that embracing conversational support is business-critical. This research confirmed the companies that leverage the power of conversational support can successfully drive customer retention. Moreover, they reported an increase in customer satisfaction...

Disability awareness is a key element of improved CX

If you were to discover that your business was ignoring the needs of a potential customer base worth £274 billion per year how would you react? Would you continue doing business without addressing the problem or even showing a slight...

Vistaprint launches a programme to empower small businesses in post-covid recovery

Businesses all across the globe have had a lot on their plates lately. The pandemic has brought challenges even major companies had difficulties overcoming. With massive lockdowns and restrictions in place, small businesses were especially hit and continue to struggle...

The future of tourism: CX approach to post-covid recovery

Undoubtedly, the travel and hospitality sector has borne the brunt of the COVID-19 pandemic, with airlines, hotels and tour operators experiencing cancellations of services. However, in the face of this unprecedented challenge, many companies have shown remarkable agility in adapting...

The benefits of remote research following the pandemic

Over the past year, I’ve hosted a series of webinars at UserTesting with some of Europe’s leading CX and UX practitioners. Last month, I invited four of my previous guests back to share how their businesses have transformed. I was...

Clarabridge develops the first intelligent search assistant for quick CX insights

CX researchers and service agents need encompassing and accurate information to bring fast decisions when answering clients’ requests. ClaraTM is the first intelligent search assistant to allow them to search across customer interaction channels and get customer data in a...