CX strategy

Apple’s WWDC Day 5 made one thing clear: the future isn’t mobile-first—it’s presence-first, privacy-first, and performance-focused. Marketers who embrace this shift will lead the next wave of personalised CX.

Even the best CX strategies fail when teams operate in silos. Loyalty is lost not in touchpoints—but in the handoffs between them. What can be done?

The CX Playbook introduces a unique visual framework where each ring represents a critical stage of CX strategy evolution.

Many companies lack a clear CX vision and strategy that encompasses their current situation and desired goals while considering the perspectives of customers, employees, and the business itself. Swinscoe believes he has the perfect solution.

Why prioritising human-centric interactions is essential for businesses striving to meet evolving customer expectations.

Konnect Insights, the omnichannel customer experience management platform, announced that Zomato, has chosen Konnect Insights to help it achieve new levels of CXM. Zomato is a brand that values its customers’ experiences and is endeavouring to set the highest standards when it comes to delivering the right services and experiences. Zomato turned to Konnect Insights […]

Without focusing on customers, investing in skills, and consolidating inputs, organisations cannot grow and demonstrate CX success Organisations that demonstrate how customer satisfaction is associated with growth, margin and profitability are more likely to report customer experience (CX) success and are 29 per cent more likely to secure more CX budgets, according to a survey […]

For brands seeking to improve customer experience and increase customer loyalty, the payoff can be huge if they create an emotional connection. Day 1 Emotion is the most important component of the customer experience, and businesses cannot afford to overlook its importance anymore. They should pursue emotional connection as a science, and a strategy. On […]

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 […]

How long does it take for a customer who contacts you through social media or your contact centre, or calls your company to be connected to a human agent?  If it takes more than 20 seconds, the customer experience (CX) you provide is worse than 80% of companies out there. Poor customer experience could result […]