We’re now well into the holiday shopping season, with Black Friday and Cyber Monday behind us but plenty of shopping days to go before Christmas itself. The trading picture so far this year has been mixed, and for many retailers this time of year is make or break time.
Whatever sector they are in businesses are embracing digital transformation, implementing new technologies and ways of working in a bid to differentiate against increasing competition and to get ahead of rivals. However, too often these digital projects can fail to improve the customer experience...
Like many industries, insurance is being disrupted by digital technology. Nearly 80% of consumers want to use digital channels such as the web, email, social media and chat to interact with insurers – yet under a quarter of businesses say they are fully digital, according to Accenture. Traditional insurers face major challenges...
Consumers are constantly undergoing new experiences, but very few leave a lasting impression, with only those that are truly memorable remaining in our brains. These tend to be experiences that drive strong emotions – either of delight or anger. This is particularly true when it comes to the experience consumers receive from brands, with the majority quickly forgotten.
Over the past few years we’ve seen whole industries transformed thanks to digital technology. From publishing to retail to transportation, new entrants have shaken up mature markets, and unseated existing leaders through innovative business models.Recent research from Fujitsu points to insurance being next in line for digital disruption.
Many organizations are embracing digital transformation, making investments to enhance the customer experience they deliver on these digital channels, such as email, chat, the web and social media. However, new research from Accenture Strategy underlines the importance of offering a full range of channels to meet all consumer needs.
People use a whole range of different words to refer to your products – many will differ from those words that your organization uses internally. For example, research found that there are 57 names for the humble TV remote control, including the flipper, the changer and even the doofangle. This wide range of language can create problems for customer service...
The rise of digital channels is radically changing how businesses operate and interact with customers, increasing competition and driving transformation of their operations. The insurance industry is the perfect example – it is moving from a model where customer interactions are by phone or letter to one that is overwhelmingly driven by digital conversations. Competition is...
Delivering the right customer experience isn’t just about systems and processes – it is also about how the consumer feels during, and at the end of, the journey. For example, it is quite possible that a company could solve a consumer’s issue, but that the customer needs to expend so much effort to achieve it, or that the process feels so complex, that they are...
The internet has transformed the way we buy our holidays and flights, with the majority of people now booking all or part of their travel online. Digital channels have also driven up the level of competition in the sector, putting downward pressure on prices as transparency increases. At the same time with so many options to choose from online, customers are more discerning about where they take..