When times are tough, retailers must prioritize customer experience

Published on: May 09, 2018
Author: Pauline Ashenden - Marketing Manager

The UK retail sector is undergoing unprecedented change, with many long-established high street brands closing or having to cut back their number of stores. With all the pressures they are facing, how can retailers ensure that they are delivering the right experience to their customers?

Data Protection and GDPR within Customer Experience

Published on: May 02, 2018
Author: Pascal Gauvrit - CTO

The recent storm over sharing of personal Facebook data demonstrates the importance of information protection and usage by businesses. The forthcoming General Data Protection Regulation (GDPR) is designed to increase safeguards around consumer data, backed up by large fines. How can brands ensure that their CX meets the GDPR?

4 ways to transform your CX maturity levels

Published on: April 25, 2018
Author: Olivier Njamfa - CEO & Co-Founder

Brands understand that consumer expectations are continually rising. They know that they must keep innovating and improving if they are to differentiate their customer experience and therefore thrive. However, knowing what they need to do, and actually achieving it, are clearly very different things, as the latest Temkin Group State of CX Management 2018 report shows.

How good is the digital customer experience from travel brands?

Published on: April 18, 2018
Author: Pauline Ashenden - Marketing Manager

Not only are holidaymakers now booking their travel and accommodation online, but the web has also paved the way for new business models, with more people going direct to hotels and airlines rather than booking complete packages from traditional travel agents. In this digital first world, how are UK travel companies doing in terms of online customer experience?

Why brands need to capture deeper customer insight from unstructured data

Published on: April 11, 2018
Author: Taoufik Massoussi - Product Manager & Head of AI

Understanding customer needs and emotions is central to delivering the experience that today’s consumers demand. However, most current Voice of the Customer (VoC) programs focus on structured data, from sources controlled by the company, such as feedback surveys sent out to consumers - this ignores a goldmine of information....

The importance of understanding emotion in digital channels

Published on: April 04, 2018
Author: Anne-Claire Bellec - Marketing Director

Research shows that consumers want a balance between the human touch and technology - even on channels such as self-service, chatbots or messaging apps. How can brands deliver this?

Why it is time to calculate the ROI of VoC programs

Published on: March 28, 2018
Author: Olivier Njamfa - CEO & Co-Founder

Businesses have been running Voice of the Customer (VoC) programs for some time, but in many cases overall customer satisfaction has actually deteriorated. Part of this is due to rising consumer expectations, but it is also due to a failure of VoC programs to deliver a real return on investment by driving significant changes in the business.

Why your approach to knowledge is key to the customer experience

Published on: March 21, 2018
Author: Pauline Ashenden - Marketing Manager

Providing access to knowledge is at the heart of creating an excellent customer experience. Failing to deliver timely, accurate answers to consumer questions disrupts the customer journey, while making it difficult to access relevant information, such as on your website, drives potential buyers away. Given the importance of knowledge, are UK brands delivering?

How do UK banks rate on customer experience?

Published on: March 14, 2018
Author: Neil Cox - Account Manager

Banking, like many other sectors, is undergoing a period of disruption and change. Government legislation is committed to making it easier than ever for customers to change banks and interest rates remain low, meaning that service is a primary differentiator between companies. How are UK banks delivering when it comes to customer experience?

Why surveys aren’t enough for Voice of the Customer success

Published on: March 07, 2018
Author: Taoufik Massoussi - Product Manager & Head of AI

Brands understand that they need to listen to their customers if they are to deliver an engaging experience that drives loyalty and long-term revenues. That’s why they have invested heavily in Voice of the Customer (VoC) programs – however most existing VoC approaches have significant drawbacks which limit their effectiveness….

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