Customer Experience

A smart new world: preparing for the customer of 2030

Generation Alpha are those born between 2010 and 2024. They were born in a world embedded with instant and on-demand technology. It is a world far from what Baby Boomers, Generation X, Millennials, or even Generation Z have ever seen.   This...

What can we learn from product-led companies?

Coming out of the pandemic, the global economy is at a crossroads. Throughout Europe and North America, inflation remains stubbornly persistent, markets are in a slump, and tech faces growing economic headwinds. It’s a time that will make or break...

Capability development: the guide to internal transformation

Businesses home in on specific purposes. To achieve results and stay on track, capabilities must be well established within both the company and individual members. Capability development strategy is the backbone of what one organisation can achieve long term.   A McKinsey...

The looming problem of resident debt

Housing associations cater for a higher proportion of vulnerable households. As energy prices and the cost-of-living soar, residents are experiencing unprecedented difficulties. Having already had their incomes negatively impacted by the pandemic, many vulnerable residents are now particularly susceptible to...

Why implementing a Customer Engagement Platform is crucial

Omdia’s 2022 report reviews how the Customer Engagement Platform (CEP) market is growing. Additionally, it assesses the tremendous value in implementing CEP solutions, and what this can provide for organisations.  Twilio has been ranked as a “Customer Engagement Platform” leader. They...

Supplier Experience Management in the post-Covid world

Supply chain management is amongst the top 5 business priorities in 2022. Trade tensions, COVID-19 lockdowns, and the closure of the Suez channel have caused unprecedented disruptions. Organisations have been forced to prioritise supply chain management to the top of...

The cost of ignoring ESG

A recent global survey of 1,250 managers and senior executives looked at environmental, social and governance (ESG) practices in companies across the U.S. and Europe. Unsurprisingly, this found ESG to be a growing concern for companies.   Within the UK, most surveyed...

Amazon Prime Day: the issue of ‘Choice Overload’

Millions of shoppers* could abandon their carts this Amazon Prime Day. 10% of UK consumers are set to desert purchases when offered an overwhelming level of choice. That’s according to a new study conducted by customer engagement platform, Emarsys. Overwhelming Prime...

How to improve the CX at your vacation rentals

Within the past few years, many landlords have begun transitioning some of their higher end properties from leased annual rentals to vacation rentals – it is simply more profitable to do so. Even if the properties aren’t occupied every month...

Cisco AppDynamics latest report: the journey to observability

The pandemic has accelerated the digitisation of customer interactions by several years. As people spend more time online, they are aware of the quality of digital experiences (DX) brands can offer. Consumers have come to understand what an online experience...

Are businesses closing the Engagement Capacity Gap?

Over the last two years, Verint® has assessed customer engagement concerns; business priorities; and investment plans across geographies and industry sectors. This provides a perfect barometer for how well businesses are adapting to the new customer expectations.  Introducing the Engagement Capacity...

Winners announced for US Customer Experience Awards 2022

The inaugural edition of the US Customer Experience Awards, organised by Awards International, announced the winners for this year’s program. The first-ever edition of USCXA® brought together leading businesses from across US to share the most remarkable achievements in customer experience. Top companies...