The creation of smart places has become an indispensable feature of the customer experience. For some time, hotels, airports, stores, entertainment venues and other location based brands have utilised mobile and digital technology to measure and analyse the traffic patterns of people. IoT (Internet of Things) is expected to accelerate the growth and evolution of …
Many business leaders look to use CX programmes to strategically improve operations – companies are investing more today than ever before on customer service and customer experience. But why are CX programmes failing, and what can business leaders like yourself do about it? Here are four common pitfalls to avoid as you develop and execute …
Regardless of the size and structure of your marketing and sales teams, new roles have emerged as key components to connect the two departments. These roles are considered critical to the success of any account-based strategy. Sales Development Representatives (SDRs) The SDR function is increasingly important to organisations implementing account-based strategies. Traditionally, this role is …
One of the biggest challenges for any organisation today is knowing what technology to invest in. After people, technology is the biggest investment an organisation can make. With new technology constantly being touted as the “next big thing” to transform the customer experience, it is hard to know what technology will have a positive impact …
Account-based marketing (ABM) has been the hottest topic in B2B marketing for the past few years. According to 2017 research from SiriusDecisions, 62% of B2B companies now have an ABM program in place, which is an increase of more than 20% from the year prior. The rapid adoption of ABM is seen as a positive …
At the heart of the customer experience is the concept that people no longer buy products or services. They are, in fact, looking for outcomes and experiences. The brands they are loyal to consistently provide them with the outcomes they desire. It’s something that digital natives such as AirBnB and Netflix understand. It’s something, however, …
In the past good security practices were low on an organisation’s list of priorities. Recent scandals and revelations concerning cyber-crime have made data security and privacy a top priority for governments and industry regulators. Companies that are slack with data security now face significant risks and repercussions. However, the opportunity also exists to turn data …
There is often a large gap between what company executives believe the custom experience to be and what customers actually perceive it to be. There is always going to be some gap in perception. But for many organisations there is clearly a chasm between perception and reality. According to the American Express Global Customer Service …
Measurement has always been important to the contact centre industry and over the last 15 years the way we measure and what we measure has evolved and matured. In the past, we focused on marrying efficiency-based activities, like call durations, with effectiveness measures, like first call resolution to measure our performance. Today, with more channels …
Most companies are struggling to see viable uses of Virtual Reality (VR) and Augmented Reality (AR) within their business. According to new research from Prophet, VR and AR can pose more questions than answers. What are the advantages of VR and AR? How can they be incorporated into a company’s business strategy? Which technology should …