What is the key to crafting winning customer experiences for a diverse set of customers? Danny Crayton, Chief Marketing Officer at Lippo Malls, Indonesia, shares insights on delighting customers and the future of the physical store.
John Lilly, Head of FSI Digital Experience at Adobe discusses how financial service providers must focus on personalisation not only as a marketing activity but as a positive change in the business operating model to serve customers.
Learn how AI and automation transform customer service, improve agent productivity, reduce support volume, and increase customer happiness.
Hamish White, CEO of Mobilise, shares insight into how service providers can avoid CX disasters.
A drastic reduction in media spending can lead to a decrease in market visibility, resulting in a lower share of voice and, ultimately, a smaller market share. We asked the experts how to navigate the slowdown and look for hidden opportunities.
Customers experience a brand across multiple touchpoints and at various stages of a buying journey. An omnichannel experience is not only expected by 90% of customers, a cohesive, valuable experience can pay off in spades: Adobe found that companies with the strongest omnichannel customer engagement strategies enjoy a 10% YOY growth, a 10% increase in average order value and a 25% increase in close rates.
Discover how to harness the power of customer service management (CSM) to create a future-proof customer service strategy. From resolving issues to optimising processes, learn how to drive a better customer experience in an experience economy.
Mike Wittenstein advises that all CX professionals are to try their hand at experience design – not only to look at things from the customer's perspective but to organise the business in a way that delivers better CX.
ChatGPT burst onto the scene in November 2022 — and the hype around it shows no sign of fading. But will generative AI really revolutionise digital customer experiences?
Better customer experiences are more likely to lead to faster revenue growth for brands than poorer CX experiences do.
