CX

The design of the SilverKris Lounge in London Heathrow Airport will continue with the refreshed “Home Away from Home” concept.

Adopting a unified CXM platform is not just a technological upgrade but a strategic move that can revolutionise CX. Find out why.

Mohammed Shazzaib talks about his new venture Beep, and gives advice on how teams should align people and processes to get the most from the technology.

Nancy Dafiewhare, Head of Digital Marketing at Phoenix Group, discusses the changing expectations of customers in the pension and saving sectors, and how decisioning engines can help brands engage with customers based on their behaviours and needs. 

Research consistently tells us that earning customer loyalty is about understanding, designing and then persistently delivering an end-to-end experience that meets both the rational and emotional needs of customers, reiterates Andrew Clayton, Group Head of CX, Close Brothers. 

Unlike traditional bricks-and-mortar stores, Vodafone’s Hubs reflect the brand’s ethos as a digital operator and its approach to evolving the retail experience in the Omani market, transitioning to completely digital experiences.

Social listening enables companies to understand customer sentiment, identify emerging trends, and proactively address concerns, fostering stronger brand resonance and driving business success.

The mental health and well-being of employees are not just internal matters; they are strategic imperatives that directly impact customer satisfaction, brand reputation, and even revenue.

As touchpoints with consumers multiply, maintaining a consistent brand identity across all channels is vital for success. Businesses are required to deliver rich, interactive experiences that resonate with emotions both in the offline and online realms.

Customers nowadays like to have many options. It is important to have touchpoints where your customers are, says Edwin Octavana Mahaditya, Head of Growth & Performance Marketing at Erajaya Digital Group.