CX

Customers are increasingly finding the idea of “going shopping” irrelevant, and instead expect shopping to come to them. Virtual reality gives customers the chance to experience a product first-hand, almost as if in real, yet not.

Consumers want to see, touch, and physically experience a product before they commit to purchase.

Consumer trust is at its lowest point in recent years, and advances in AI make earning that trust more critical than ever.

With consumers becoming increasingly hesitant to share personal information, confidence in AI among consumers has dropped significantly.

As banks confront fintech competition and revenue growth, open finance enabled engagement platforms emerge as a strategic imperative.

Leading music streaming platforms extensively depend on AI to understand user preferences and deliver personalised playlists and recommendations, encouraging longer sessions and more frequent interactions.

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The collaborative nature of the modern customer journey has made traditional CRMs outdated.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.