Insights

Exploring trends re-imagining CX

Agility in customer feedback collection: the when, where, and what of feedback data

Customer feedback enables organisations and brands to collect information on a customer’s experience with you. Why did they buy? What did...

3 min read

Importance of closing the loop on customer feedback

Feedback is central to building customer centricity in your organization. By sharing customer feedback with all departments and internal...

2 min read

9 ways to collect customer feedback

The pandemic has created enormous opportunities for businesses to collect customer feedback. Customers have also become more inclined to...

3 min read

8 reasons why customer feedback is important to collect and analyse

Customer feedback is extremely important for all businesses. Budgets and resources are being allocated to getting access to quality data...

3 min read

3 ways changing customer behaviour is bringing growth opportunities

Before the unexpected turn of global events, customer behaviour was already constantly changing Now it is changing faster and becoming...

2 min read

Why brand engagement via a multi-channel approach is important

Young people look for brands that align with their personal values, and 71% of millennials and Gen Z cite the sustainability and...

2 min read

Reimagining customer experience and engagement

Across every geography and industry, innovation, transformation, and evolving business models are a norm. The need to connect with...

2 min read

Is your CX strategy aligned with your brand promise?

Do you go “above and beyond” trying to blow the minds of your Customers? Or are you simply and straightforwardly dedicated to your Brand...

4 min read

For CX, Where is not as important as What and Why

CX is good to have anywhere, but it’s even better to have it everywhere. If, in your division (whichever it is), you’ve seen the...

4 min read

Brands must be empathetic and have a human connection with their customers

There is a huge shift in the needs and priorities of the customers post Covid-19 and customer experience has become the biggest...

2 min read

Customer experience needs to be more in the moment

Instead of looking for a one-size-fits-all solution, or even a set of solutions, organisations need to be flexible. Look for the clues...

5 min read

Making investments in CX transformation is a necessity for businesses

The pandemic has orchestrated a time for change for every business and CX has taken over price and product as the main differentiator for...

3 min read

Back to the CX future

While doing regular research on the latest CX trends and development, I get to speak to many CX professionals from several different...

4 min read

Multi-experience (MX) helps organisations deliver frictionless CX

The needs and expectations of the customer and employee are very similar and therefore organisations must deliver a unified, seamless...

1 min read

Place customers at the heart of every decision to achieve CX success and tangible ROI

With declarations of significant CX investments on the rise, there’s a definite sense that brands and businesses of all sizes are coming...

3 min read

Customer experience management is about creating opportunities

We are entering an unprecedented time of challenges and opportunities for the ME consumer sector, as the impact of ramped-up...

2 min read

Amplifying engagement and experience when your customers need you the most

Companies need to work harder and, more importantly, smarter to reach and retain their intended audience, as the market realities of the...

2 min read

Multi experience – it’s immersive, so who’s diving?

As per Gartner, by 2021, at least one-third of enterprises will have deployed a multi-experience development platform to support mobile,...

1 min read