2020 chatbot trends that will transform customer experience
The past decade saw extraordinary advancements in technology and increasing expectations from consumers. Technology was a key competition differentiator as businesses [...]
customer experience
Fasten your seatbelts, please: Why a proactive approach is essential for a great customer experience during a period of turbulence
Summer 2017 was a hard time for both airlines and their passengers, thanks to events such as the collapse of Monarch and Air Berlin and Ryanair cancelling thousands of [...]
Poor online customer experience leaves UK retailers struggling
The UK’s top e-retailers are seriously jeopardising sales by not prioritising on-site customer experience, according to an industry index report. The research, carried out [...]
Navigating the experience conundrum
In an era where experience reigns supreme once again there is still significant confusion over what counts as a truly transformative experience and how to deliver it. Many [...]
giffgaff enhances website user experience with PCA Predict
The client: Mobile telephone network giffgaff prides itself on its flexible ‘no contracts’ approach to customer service. It views its users as members, not customers, [...]
The rise of the chief customer experience officer
Marketing has always been inclined or forced to focus more on acquiring customers than managing them. But this is the antithesis of a great definition of marketing which is [...]
How can marketers own the customer experience?
A recent report from the Economist Intelligence Unit discovered that 86% of chief marketing officers (CMOs) and senior marketing executives believe that, by 2020, they will [...]
Why marketing teams and contact centres need to become best pals
Today’s contact centres (CCs) are an evolution of the traditional call centre and so much more. No longer just the recipient of telephone calls from customers, the CC also [...]
Customer experience is greater priority than marketing, C-suite executives say
UK and US business executives rank customer experience above sales and marketing as their key focus in 2017. In a report by customer engagement specialist Calabrio – [...]
How Squiz transformed LSBU’s digital experience
The client: London South Bank University (LSBU) is a public university in Newington, London. It has 17,605 students and 1,700 staff, and is based in the London Borough of [...]