CX

Around 83% of C-suite leaders prioritise marketing and view it as a critical business driver to orchestrate CX strategies. B2B marketers predicted CLV to become an essential KPI, surging 21 percentage points to usurp even revenue as top KPI. The report sheds light on the complexities and the changing mindsets.

Develop standard operating procedures for customer interactions to ensure consistency. Document those processes using a tool like Smart Playbooks. A guide to crafting customer-centric business strategies.

To balance the risk of uncertainties during inflation, consumers are saving more and waiting for the right time to make a purchase. Analysing the data points from global shoppers’ buying behaviour, the Salesforce Shopping Index predicted the top 5 trends to help retailers with their loyalty strategy.

The collaborative nature of the modern customer journey has made traditional CRMs outdated. Here's how businesses can embark on a comprehensive re-evaluation to improve their systems and avoid a fragmented approach.

Returns are an inevitable part of the retail industry, especially with the rise of ecommerce but it comes at a cost to the bottom line. SAP FLASH research revealed that 65% of retailers offer the ability to return online orders. How can retailers add value to return goods and services?

Involving teams from the outset fosters a culture of acceptance within the business. Such willingness to embrace change is crucial for a successful transformation journey.

Driven by price changes, nearly half (43%) customers switch stores to find the best promotional offers. How can brands cope with the competition?

By enhancing the traveller experience, XR innovation is transforming the planning experience and the overall journey, making travel more immersive and convenient. This isn't about tech for tech's sake - it's about harnessing technology to reinvigorate CX.

Six million smart devices are now connected to Alexa, over 90% more than last year, enabling customers to lap up the benefits of its AI assistant.

With 20 years of in-depth understanding of the South African landscape, Nathalie Schooling, CEO, nlighten: Enhancing Customer Experience, talks about the core principles that are essential for creating exceptional customer experience today.