customer experience

Disruptive technologies are accelerating and reshaping the evolution of markets while also influencing customer behaviours and expectations. New technologies are empowering customers to research and shop differently. These same technologies are also presenting marketers with the ability to transform the role of marketing to become a growth engine for the business.

Your favourite social networks, online games, apps, and those of your children, are home to an alarming and growing number of in-network demeaning, destructive and even life-threatening behaviours. While some networks are investing in human and technological resources that impede these behaviours, most aren’t doing nearly enough to protect users. What’s worse is that this […]

In today’s business world, the challenge posed by complex customer relationships has encouraged brands to look at Customer Data Platforms (CDP) to help unify customer data and provide thoughtful customer experience. CDP’s excel at collecting data about a customer journey, cleansing it and putting it together, offering marketers valuable customer insights to intelligently orchestrate experiences […]

Majid Al Futtaim, the leading shopping mall, communities, retail and leisure pioneer across the Middle East, Africa and Asia has announced a strategic partnership with Takeoff, a US-based technology company that offers best-in-class eGrocery automation solutions, that will revolutionise Carrefour’s online orders in the UAE and KSA. The partnership will be the first-of-its-kind eGrocery fulfillment […]

Times, tastes and trends always change. We live in an era of digital Darwinism, the evolution of technology and markets and its impact on norms and behaviours.  To better compete, we need to see the world through the eyes of the customer. This is why I believe that when we discuss “customer experience” as an […]

Manthan, the leading customer marketing and experience solutions provider, released findings from its ‘State of Customer Marketing Maturity in Middle-East Report 2020’, that presents how B2C enterprises in the region assess themselves on critical marketing parameters. Key Findings: Hyper-personalisation initiatives are picking up, with 19% of marketers reporting they personalise for a segment of one […]

Confirmit has announced a tranche of new features to its Confirmit Horizons platform. Together, they provide a seamless digital experience that delivers richer insights from Customer Experience and research programmes. The latest innovations simplify the challenges of understanding and acting on digital feedback. The major developments include new partnerships with Brandwatch and Tealium, a new Digital Feedback module for easily […]

With more channels, and touchpoints available for customers to interact with a brand, marketers’ task has never been more complicated. Vikram Krishna, Executive Vice President, Head of Group Marketing & Customer Experience, explained how marketers can resolve these complex issues. “What do we need to do differently to win market share while dealing with the […]

At the end of the workday, you jump in your car and get hit with a notification from Apple Maps: “15 minutes to Home. Traffic is normal right now.” This is personalisation in a nutshell. Your phone knows your daily routine and gives you a heads up before you even have a chance to buckle […]

Genesys survey highlights cultural differences as the U.S., China and India show the highest rate of frustration while seeking help. More than half (52%) of U.S. respondents in a recent survey revealed that they become so frustrated when soliciting customer support that they swear or even cry. This figure is similar to U.K. survey results (50%) […]