Three CX Lessons from the Three Lions

Here we are everyone, just a few weeks ago we all had the amazing opportunity to watch one of the greatest World Cups unfold. And despite my Scottish roots, the public couldn’t be any prouder of England’s success and newfound talent. In honour of their over-achievement and hard work, let’s look at three customer and employee experience lessons we took away from 2018’s World Cup.

Great EX leads to even better CX

Mastering Motivation - Leadership and Performance in the World Cup

The moment has come, and The World Cup has already shocked and awed since we last highlighted some fantastic brands that scored in their marketing campaigns. And now that everything’s underway your favourite teams have probably had their fair share of cheers and jeers (sorry Germany, Spain, and Argentina).

Stop Calling it a ‘Retail Apocalypse’

Retailers today face an unprecedented rate of change. Many shopping centres are empty, e-commerce is taking a larger share of the pie, and consumers are spending more on experiences than products. Media reports have been quick to label these changes “the retail apocalypse,” but it’s a misleading phrase.

What GDPR Really Means for Customer Data Analysis

If you haven't heard about the EU's General Data Protection Regulations (GDPR) by now, where have you been? Coming into effect on 25th May, GDPR affects any organisation that holds or processes data on EU citizens and gives significant power back into the hands of the people the data is about - you and me!

Five World Cup Marketing Campaigns That Score in CX

It’s not every day that your marketing campaign has half the world watching. This week, millions will be watching the 2018 FIFA World Cup in Russia kick off, as passionate superfans don their colours for this global phenomenon. Over the last month, amidst all the excitement and fanfare, brands have been implanting some truly innovative experiences to engage passionate customers.

Get to the Heart of the Matter by Quantifying Emotion

We like to think we’re capable of making purely logical decisions - but we’d be lying to ourselves. Studies show that many of our decisions are greatly influenced by emotion. And while marketers have long understood this fact, savvy marketers are upping the ante by harnessing greater data insights and analytics tools.

Digital Tools for Human Engagement

The world of work is changing; becoming faster, smarter, and more connected. Just look at Uber, one of the world’s largest transportation companies which owns no taxis, or VRBO, a large accommodation provider with no real estate. Innovation is teeming, and every industry is finding new ways to deliver more convenient and memorable experiences through technology.

AI will Enhance Contact Centre Support, Not Replace It

From retail to healthcare, artificially intelligent bots are supporting customers in more and more industries. According to Tata Consultancy Services, 32 percent of major companies are currently applying artificial intelligence to customer service. And more companies are following suit.

The Role of Emotions in Customer and Employee Experience

In a world where many products and services are now seen as commodities able to be purchased anywhere, from anyone, and only when needed, many organisations are struggling to find and retain customers. So, when your product is no longer the unique competitive differentiator, what's left is the relationship. As standard services and functionalities become similar, you must foster the emotions about and within your company.

Everyone wins when humans and bots join forces

Every year the latest technology makes our lives faster, more mobile, and a little less human. And the same can be said for business. As the proliferation of channels, data, and innovation make transactions more complicated, businesses tend to look towards automation as an answer to the modern-day customer woes.