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 accelerated as a result of the pandemic, with most organisations having to shift all of their operations and services online. Convenience has become the new …
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, consumption patterns and how they interacted with brands. It became crucial for companies to keep a real-time pulse on changing customer preferences and redesigning their …
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 raise revenue. That’s not to say that the effort to delight is useless but you need to get a few things right first. David Lucy, …
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 way? What are the customers’ goals, needs, and pain points at each stage of that journey? The customer journey is the complete sum of experiences that …
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 new CX design and consultancy collective, aimed at helping organisations to discover, design, and deliver experiences with the human in mind. In this interview, Rod …
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 and personalised to their needs. The biggest challenges brands face in delivering seamless omnichannel customer experiences are internal silos and disconnected customer journeys, according to …
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 for not having expectations met is unwarranted and frankly outrageous. So I’m calling time out on the undeserved bad reputation of the contact centre, and …
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 make, a large number of professionals either lost their jobs or were asked to work from home. The workers that were made to work from …
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 engagement and productivity, a workplace environment that mixes in-office and remote work presents a range of unique challenges. The COVID-19 pandemic forced many workers and firms to trial working from home. …
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. To provide highly personalised service, brands must have a greater understanding of their customers’ needs, purchasing histories and preferences. In other words, they need to …