We Are In Denial About Omnichannel Engagement Being A Done Deal
Published on: November 16, 2017
Noted CX expert Martin Hill-Wilson explains why brands need to take a more strategic approach to omnichannel customer experience
CX
How to make your organization truly customer centric
Published on: November 08, 2017
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?
UK brands struggling with digital customer experience
Published on: November 01, 2017
The rapid rise of digital channels and mobile devices means it’s easier than ever for consumers to engage and ask questions of brands they want to do business with. But many companies – and even whole industry sectors - are struggling to cope with the sheer volume of customer contacts and queries, according to the 2017 Eptica Multichannel Customer Conversation Study
Turning customer experience into competitive advantage
Published on: October 24, 2017
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.
Bridging the chat gap in customer experience
Published on: September 27, 2017
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.
How AI can deliver a personalized and predictive customer experience
Published on: September 20, 2017
Customers are ever-more demanding, and want fast, high quality and above all personalized service from the organizations that they deal with. For example, more than 45% of APAC customers rate personalized services among the top three aspects defining better customer experience (CX), while 70% expect organizations to treat them uniquely, according to analysis from Frost & Sullivan.
Taking the 10 steps to CX differentiation
Published on: September 13, 2017
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
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?
Five ways retailers can improve CX ahead of Peak
Published on: August 15, 2017
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
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.