Rediscovering the customer in automotive go-to-market strategies
Automotive OEMs’ plans to create an ‘Apple-style’ customer purchase experience have, so far, been largely unsuccessful. A single price with no negotiation may appear customer-centric but the actual vehicle research, buying and ownership experience is far more than this. What is the optimal digital and physical customer journey? What is the best approach to positioning […]
CALL FOR SPEAKERS: Share your thoughts on today’s biggest customer experience issues
If you’re a contact centre and customer experience professional and would like to share your knowledge, case studies and best practice with peers, then please get in touch – we have speaking opportunities upcoming at the CX Solutions Summit this October. This long-running and unique, invite-only event is attended by senior customer service professionals and […]
Planning Guide 2024: Customer Experience
71% of CX leaders plan to invest in tech to elevate customer insights. How are they planning to utilise it? Check out The Forrester guide, in partnership with Freshworks to review: The right areas to invest in CX in 2024 Spending benchmarks curated from 600+ global companies How to experiment with emerging technology like generative […]
Biometrics opening new possibilities in user experience
As the demand for heightened security and seamless user experiences continues to grow across various sectors, advanced biometric technologies are poised to redefine the authentication and identity verification processes. From ensuring secure financial transactions to enhancing border control and streamlining retail interactions, advanced biometrics’ ability to provide robust security while improving user experience marks a […]
Optimise customer interaction: Effective use of large language models for companies
By Björn Lorenzen, Regional Vice President EMEA Central at Yext Linguistic understanding is essential in today’s communication and has a significant influence on our everyday lives. It enables us to exchange information and control processes. In business, language is therefore an essential building block for strengthening customer loyalty and increasing customer satisfaction. The advanced development […]
Two thirds of digital experiences are damaged by outdated technology
Nearly two thirds (63%) of ‘digital experience’ professionals say their experiences are being let down by poor and outdated technology. That’s according to FullStory research based on surveys 700 professionals responsible for building customer experiences online, including product teams, marketers and UX professionals. The global survey spans the USA, Germany, The Netherlands, Australia, Singapore, Indonesia […]
Could Self Service Customer Experience Be the Future of Contact Centres?
As technological advancements continue at an unprecedented rate, businesses are constantly looking for ways to enhance customer experience (CX). One strategy that has gained significant momentum is self service customer experience, enabling customers to resolve queries independently while still receiving fast, personalised support. From AI-powered chatbots to predictive support tools, self-service is helping contact centres improve […]
Generative AI set to ‘redefine’ customer experience offered by financial institutions
In the evolving world of financial services, where rapid adaptation to customer needs is paramount, generative AI (genAI) is quickly becoming a game-changer. Its prowess in generating customised content and solutions is redefining how financial institutions interact with their customers and optimises their internal operations. That’s according to analysts at GlobalData with Kiran Raj, Practice […]
Ireland’s Permanent TSB tackles employee and customer experience
Irish bank Permanent TSB has selected Medallia to deliver its Voice of the Customer (VoC) and employee experience programmes, representing a continuation of their four-year partnership. Medallia’s enterprise experience platform will support the retail bank in further embedding customer and employee engagement initiatives to promote organisational change through the power of positive experiences. Permanent TSB […]
What Is the Impact of AI on Customer Experience?
Artificial Intelligence (AI) is revolutionising various industries, and its impact on the contact centre and customer experience sectors is profound. Understanding the impact of AI on customer experience is becoming increasingly important as businesses look for new ways to improve efficiency, personalise interactions, and deliver better support. AI-powered technologies are transforming how businesses interact with customers, helping […]