Meeting the CX needs of the connected consumer

Published on: December 06, 2017
Author: Vincent Giraud

We live in the age of the connected consumer. Everyone understands the huge amount of time people spend on their mobile devices, such as smartphones and tablets – there is even a term (Nomophobia), describing the increased anxiety we feel when we are away from our mobile. What does this mean for customer experience and customer service?

How to make your organization truly customer centric

Published on: November 08, 2017
Author: Olivier Njamfa

We all know that today it’s vital to put customers at the heart of your business. However, there are many companies that believe in this principle, but struggle to successfully ‘live it’ in practice, day-in, day-out. How do you become more customer centric?

Turning customer experience into competitive advantage

Published on: October 25, 2017
Author: Vincent Giraud

Customer experience is becoming the primary differentiator for brands, whatever industry they are operating in. At a time when competition is ever-increasing, the experience that consumers receive is central to attracting and retaining their business, and therefore to the company bottom line. It has never been easier to switch supplier – and consumers are happy to vote with their feet.

The importance of security and GDPR to the digital customer experience

Published on: October 18, 2017
Author: Pascal Gauvrit

Thanks to the rise of digital channels, brands now possess large amounts of personal data on their customers. Protecting this sensitive information is obviously vital, and will become even more important thanks to the EU's new General Data Protection Regulation (GDPR).

Bridging the chat gap in customer experience

Published on: September 27, 2017
Author: Pauline Ashenden

Given its ability to deliver real-time, two way customer conversations, it is no surprise that chat has become a key channel for consumers looking to interact with brands. Yet, while chat’s time has come, there is a growing gap between the experience that brands provide and consumer expectations.

Taking the 10 steps to CX differentiation

Published on: September 13, 2017
Author: Olivier Njamfa

Do you really know what your customers think of the experience your business is delivering? At this year’s Gartner Customer Experience & Technologies Summit , analyst Ed Thompson explained that there is often a wide gap between what consumers expect and what companies are delivering, while outlining 10 steps to improving CX.

How text analytics delivers customer experience value

Published on: August 30, 2017
Author: Pascal Gauvrit

Text analytics is at the heart of successfully using Artificial Intelligence in customer experience, with Natural Language Processing (NLP) used to extract meaning from written messages. How does it work and how do you benefit from it?

Instant messaging and customer experience in Asia

Published on: August 23, 2017
Author: Vincent Giraud

Consumers in Asia are leading the way when it comes to technology adoption, helping to drive rising expectations of the experience they receive from brands. Social media and in particular instant messaging apps are central to this, with brands increasingly making them part of the customer experience.

Five ways retailers can improve CX ahead of Peak

Published on: August 16, 2017
Author: Anne-Merete Jensen

Planning ahead is central to retail success, which is why during the summer months many retailers are already preparing for the Peak festive shopping season. Given the importance of customer experience to sales success, optimizing CX is high on the list of priorities. So how can you ensure that your customer experience helps you have a Happy Christmas?

How to build a business case for a CX technology project

Published on: August 09, 2017
Author: Neil Titcomb

Getting the technology right is an important aspect of delivering on your customer experience (CX) goals. But any investment in new technology will be competing against multiple other disciplines for budget and management time. Building a strong business case is therefore essential.

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