customer experience

When he talks, Brian Solis, Global Innovation Evangelist at Salesforce, digital anthropologist and futurist and author of eight books, including The Experience When Business Meets Design, uses the words challenge and opportunity interchangeably. The pandemic, he says, is an opportunity to reimagine the way customers experience a brand by considering changing consumer behaviour and redefining brand […]

Before moving forward in your digital transformation journey, it’s essential to understand where you stand. It’s not uncommon to have buzzwords flying in the real or virtual meeting room. Some marketing teams are guilty of overusing terms like personalisation, customer experience, Net Promoter Score and data analytics without having the inherent capabilities to action these […]

Accelerated by the pandemic, AR/VR marketing has gripped real estate, helping customers to make informed decisions from the comfort of their home Typically, a real estate agent or an advertisement promises a garden, security system, and a garage to prospective homebuyers, but on a real-life visit, one might find a swing set for a garden, […]

Findings from the report reveal a large gap between organisations’ desire to leverage AI in the contact centre and their ability to manage it effectively.  Customer experience company Talkdesk, Inc. released its new research report, The Future of AI in the Contact Center. The report examines the key drivers and expectations of AI growth between […]

The Middle East is all set to be a hotbed for augmented reality (AR) and will be witness to business transformation through increased customer connections and conversions. AR is poised to become the next frontier of mobile and digital engagement and will be a determining factor to measure how brands use AR to elevate customer […]

Do brands understand the mechanisms of emotional marketing? From strategies, data analytics to emotional ethics, some critics raise their eyebrows Don’t walk like a girl. Don’t throw like a girl. Don’t talk like a girl.  These stereotypical insults were taken on-screen with the hopes of shattering the derivative statement “Like a Girl.” With over 90 […]

When marketers say the customer has the last word, the feedback is not limited to the product alone. Today’s customer is intelligent and forever on the move, balancing presence across multiple platforms with ease. How the marketer attends to the customer, to how they interact after the sale – everything can make or break a […]

Marketers always stress the importance of having omnichannel marketing to view the business from the customer’s perspective. Great customer experience is an upshot of an effective and well-designed omnichannel ecosystem. To achieve it, companies must understand customer journeys across devices and channels.  To support a marketer in their functioning, to help increase retention and boost […]

Is there any way marketers could serve the right person, the right message, for the right product, at the right time on the right platform? With contextual advertising, your brand will never go out of your customers’ sight and is sure to impact their mind.    Another advertising jargon? Contextual advertising isn’t another fancy nomenclature. True […]

Chief marketers across the Middle East gather for a virtual session on Customer Data Platforms to tap into the value of data and what that means for a marketer   Imagine getting a call from a bank that’s trying to sell you a loan one day and a wealth builder plan the next. It’s not difficult […]