Tag: Customer service

The modern retail customer wants more than just an experience

Consumer attitudes and behaviours are changing. People are seeking value from their shopping, and while price will be the ultimate purchase driver, there is a reluctance to compromise on convenience and values. Expectations of service, retail technology and sustainability are rising. The future of...

Banks can better support vulnerable customers with better UX

In May 2022, the FCA announced that 47% of UK adults showed one or more characteristics of vulnerability. This is up from 46% in February 2020, which equates to an increase of 0.9 million adults from 24.0 million to 24.9 million...

How hospitality leaders should prepare for travel spending spike

The U.S. travel association has estimated travel spending will increase by 48% in 2023, compared to the pandemic low in 2020. And as expected, the year has got off to a strong start. In January, Barclays reported a 66% increase in travel spending compared to 2022, in spite of the cost of living crisis. One thing is for certain – hospitality...

From crisis to CX excellence – the opportunity for growth

Brexit, the pandemic, war in Europe, supply chain issues – and now, the cost-of-living crisis. It’s hard to recall a more challenging few years in living memory. And not only in the UK – another factor that has been so distinct about the recent hardships is...

Creating and measuring value of service: the healthcare industry perspective with Leslie Pagel

The healthcare industry across the world has entered an era of vulnerability. We are facing staff shortages, a cost of living crisis, and general anxiety among workers and patients. Maintaining a high standard of service has become increasingly challenging. However, there...

Developing high-quality payment solutions during tech evolution: an interview with Delia Pedersoli

The fintech industry has undergone significant changes in the past three years due to technological advancements. This trend will only continue with the acceleration of generative AI that is expected to change consumer ownership and control over the payment services. Many...

From surveys to business impact: how to make the most of CX signals

Surveys are the most common method to obtain feedback. However, surveys alone cannot keep organisations up to date with changing customer behaviours. Traditional surveys capture information about a limited number of touchpoints or interactions and can be restricted in scope....

Delivering next-level personalisation by avoiding biases

Today’s brands need to be able to use the power of segmentation and personalisation to create highly relevant and optimised experiences. Location specific, targeted services and customised communications that seamlessly guidecustomers from the initial discovery right through to the final transaction. And it doesn’t end there. In...

How to prepare for the generative AI revolution

When you read this article, it’s reasonable to assume that a human has created it. Yet in the near future, it will be just as likely that a machine has written the words you are reading. And that’s thanks to the rise...

What are the best practices and solutions for modern complaint management?

Every company out there knows that it is near impossible to not receive customer complaints at some point, on some level. However, they’re not all doom and gloom, and something to worry about. As Bill Gates says, “your most unhappy customer...