A ‘digital native’ company, often referred to as a ‘born-digital’ company, is an organization that starts and operates primarily or […]

Embracing a CX approach based on appreciation and respect for your global customers can lead to sustained growth in an ever-diversifying market.

An intriguing trend is forcing retail businesses to rethink their approach to customer experience (CX): the customer journey execution gap. […]

Customers have higher expectations than ever for retailers – particularly online. An overwhelming 79%of consumers across 17 countries believe retailers […]

There is a gap growing between customer expectations and the customer experience that they receive – and retailers are in […]

In recent years, sustainability has become a critical, pressing demand for retailers, as eco-conscious shoppers expect brands to practice environmental […]

As the impacts of the pandemic, the cost-of-living surge, and the war in Ukraine continue, consumers worldwide are under pressure […]

With continuing advances in the tools and methods available to analyse unstructured customer data, there is a wealth of insight to be gained from Voice of the Customer (VoC) feedback in particular, which is often left untapped.

This eBook will explore the different benefits of convenience (digital and self-service automation tools) and conversation (human interaction) and how each can generate
considerable value when applied correctly

In the fast-paced, dynamic landscape of video games, player support has evolved from a cost center into a strategic element […]

In the dynamic world of video games, delivering a captivating and immersive player experience is crucial to the success of […]

Whilst looking at the touchpoints in a journey is critical, it cannot tell the whole story. Your customer journey map should show the capabilities deployed by the organization prior, during, and after the touchpoints.

Whilst looking at the touchpoints in a journey is critical, it cannot tell the whole story. Your customer journey map should show the capabilities deployed by the organization prior, during, and after the touchpoints.

By walking in the customer’s shoes along the broader journey, we can acquire deeper insights and understanding. Download this eBook and analyze your own customer journey and find if (and where) the customer journey gap exists.

Whilst looking at the touchpoints in a journey is critical, it cannot tell the whole story. Your customer journey map should show the capabilities deployed by the organization prior, during, and after the touchpoints.

Whilst looking at the touchpoints in a journey is critical, it cannot tell the whole story. Your customer journey map should show the capabilities deployed by the organization prior, during, and after the touchpoints.

The negative effects of inadequate player support can be detrimental to both players and gaming companies. Investing will help to ensure a positive player experience, foster player satisfaction, and build a strong and loyal player base.

Insurance providers need to make sure that they implement KYC processes that are both robust and offer the best possible customer experience.

Customer journey mapping is critically important and can drive a transformation program to success by helping to understand exactly how customers are behaving.

Whilst looking at the touchpoints in a journey is critical, it cannot tell the whole story. Your customer journey map should show the capabilities deployed by the organization prior, during, and after the touchpoints.