74% of brands think they’re providing good or excellent personalised experiences – consumers disagree
Research has revealed a trust gap between UK brands and consumers – while 74% of companies state they do personalisation well, less than half of consumers (42%) agree. Despite this, both parties agree that personalisation is key to increasing brand loyalty, with UK customers spending 43% more on their products when engagement is personalised. And […]
Personalisation should be harnessed for better customer communication in 2022
Paul Adams, Senior Director at cloud communications platform Twilio, has shared his 2022 predictions, drawing on observations in consumer behaviour and customer engagement over the pandemic… The increased use of first-party data to understand customers from small businesses “Historically, Netflix and Amazon have dominated the practice of personalisation by making use of first party data, […]
CASE STUDY: Jabra Engage 50 and Twilio Flex take customer service at Moneypenny to the next level
In the latest instalment of our Case Studies series, we look at some of the massive benefits that the Jabra Engage 50 and Twilio Flex has provided Moneypenny, a customer service business that handles 15m calls and chats annually on behalf of clients… Moneypenny wanted to move from desk phones to softphones using Twilio Flex, an […]