Privacy in the age of personalisation
Personalisation today is everything, with most consumers expecting to be recognised and known over the course of each interaction and experience they have with a brand. This has been further …
What goes into building an outstanding CX Strategy?
Exceptional CX is the foundation of business. This statement holds more merit now than ever due to the COVID-19 crisis. Almost overnight, consumers were pushed to change their daily routines, …
Why delighting your customers can be a dangerous trap!
It has become accepted wisdom in the CX community for brands to delight or ‘wow’ their customers. But the truth is, delighting your customers may not necessarily build loyalty or …
Overcoming the barriers to understanding the customer journey
Providing customers with a connected and frictionless experience requires a full understanding of the end-to-end customer journey. Where does it start, where does it end, and what happens along the …
Interview with human experience and design thinking guru Rod Netterfield
Rod has a fifteen plus year career working for a variety of mid-tier and large global organisations, designing, and implementing customer experience (CX) strategies. Recently, he co-founded Humind – a …
Customers expect a connected journey
Customers use a variety of channels to interact with organisations to purchase the goods and services they want. They expect their experience when dealing with a brand to be seamless …
A new era of the contact centre as CX takes centre stage
The last two years have handed many customer-facing organisations multiple curveballs in meeting expectations and providing a great customer experience (CX). But the ongoing misdirected outrage at the contact centre …
Using your “Employee Value Proposition” to recruit, engage & retain quality talent
There is no doubt that the COVID-19 pandemic, which paused the world in 2020, is still affecting a lot of people. Apart from the adjustments that workers were forced to …
Hybrid work environments for CX teams are here to stay
Spurred on by the need to work remotely during the pandemic, the growth in hybrid work environments is expected to be a continuing trend. But in terms of maintaining employee …
Customers want personalisation but they don’t trust brands with their data
Customers want personalised services tailored to their individual needs and expectations. However, according to research from Twilio, consumers don’t trust brands to keep their personal data secure and to use it responsibly. …