Category: Customer Experience

How Gamification Benefits Customer Experience

We’ve all played games in our lives, starting when we were very young. Those first games helped us learn how to follow rules, how to be respectful, and how to motivate ourselves to learn and to advance—because winning, of course,...

Sorry Boomers, Millenials Really do have it Tougher in Finance

Are millennials – or as they are also known, Generation Y – really that bad with money? They are often labelled as being frivolous with cash and marketers try to capitalise on this. However, Manchester-based Freedom Finance has carried out...

The Fundamental Point Missed When Improving Customer Experience

The successful rise of tech-first companies such as Amazon and Uber have taken service delivery and Customer Experience to new levels. This has bought into stark focus the quality of service provided by longer-established companies. Customers now expect the same high...

Customer Service Quality: Are you Overestimating Yours?

Aligning consumer expectations of what constitutes good customer service with what is realistically deliverable has always been a delicate balancing act. But new research, carried out by Arvato in the USA, suggests that the gulf between the two may be...

GDPR: What it Means for Customer Experience

May sees the arrival of the much anticipated General Data Protection Regulation (GDPR). Much has been made of this new legislation, and in the months preceding its advent there has been considerable speculation, hype, and to some extent scaremongering regarding...

Building Shelf Esteem: The Rise of Electronic Labelling

Physical stores will end up as showrooms – just one of the outcomes predicted from the growth of online shopping. But with around 90 percent of retail transactions still taking place in-store, it hasn’t come to pass. That’s not to say...

The Automation Paradox

Reading the latest technology news or skimming through this year’s topics for customer service conferences, it’s not difficult to picture a not-so-distant future where customer service jobs will be taken over by robots. According to research, six percent of all US...

Claire Sporton: ‘AI Should Augment our Amazing Human Brains’

The robots are coming…but not as fast as some might think. That is the prediction of Claire Sporton, the recently appointed Senior Vice President of CX Innovation at ‘Voice of the Customer’ experts Confirmit. The London-based long-time CX professional has spent many...

Seizing Competitive Advantage Through Tech ‘Easing’ of CX

For any organisation operating in the telecoms sector, seizing competitive advantage is a greater challenge now than ever before. Consumers have an ever-expanding array of choice when it comes to products, and the omnichannel nature of modern shopping means that...

Customer Journey Mapping: Three Key Components

Customer journey mapping is a popular topic these days and for good reason, considering ever-increasing customer expectations, the many ways customers interact with companies, and a growing competitive landscape among brands. Conducting a mapping project can be a powerful tool...