customer experience

A lot has been spoken about Customer Experience and it still continues to generate interest. Since CX typically is the experience of an individual customer, it keeps varying and there cannot be a standard definition for it. However, what...

Twenty-five per cent of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot technology across engagement channels by 2020 -- up from less than two per cent in 2017, Gartner said on Monday.More than half...

Not that long ago everyone was talking about Omnichannel. While the buzzword has fallen by the wayside a bit, the idea of a joined-up customer experience across all platforms – mobile, online, in-store, social – hasn’t.Customers are thinking more...

Experience is a huge part of retail today – particularly for brick-and-mortar stores. It’s what separates the physical from the digital by offering something customers can’t get online. Or from another brand.Storytelling is one way that retail can create...

For restaurants to evolve, understanding the next-generation customer is critical. And the next generation is already here.A frequent customer pulls her car into a restaurant’s parking lot—and before she has found a space, the location’s platform senses her arrival...

In this day of cookie cutter uniformity, when it comes to garnering consumer loyalty, customer experience seems to be the buzzword. Yet, putting the customer at the centre of business and creating delightful experiences across the buying journey is...

Every shopper arrives at his or her purchase destination via a different route. It could be a PC-Smartphone- Store path, a Social Network-Mobile App-Laptop trek, or a seemingly infinite combination of different ways shoppers reach their final purchase decisions. Click...

Organisations around the world are failing to implement effective digital strategies. As a result their customer experience (CX) solutions are becoming disjointed, and digital is not displacing traditional phone interactions at the speed that their customers are demanding. That’s according...