Using customer data to drive actionable Insights – Part I

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Please shareThe insights gleaned from analysing customer data feeds the design process for creating better customer experiences. Most organisations realise the importance of these insights to improve customer loyalty, reduce costs and generate sales. Yet the challenge remains – how do brands turn the vast amounts of customer data they collect into actionable insights? Different …

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Are you reactive or proactive with your customers?

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Please shareCreating an exceptional customer experience requires a pro-active and forward looking approach. Even if you are quick to respond and resolve issues once they are raised, being reactive will inhibit your ability to stand out in the eyes of your customers. What was exceptional service yesterday is now the standard. All your competitors do …

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How to create a positive web experience for your customers

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Please shareYour website is often the first experience a customer has of your organisation. A negative experience will tarnish future interactions, driving potential customers into the arms of your competitors. On the other hand, a positive web experience will encourage greater engagement – converting website visitors into paying customers. A substandard web experience stems from …

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How AI and Robotics is reinventing CX

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Please shareWe are starting to see AI (Artificial Intelligence) being deployed in ‘every day’ situations. It’s potential to reshape the way consumers interact with brands, for the benefit of both, presents a series of significant opportunities as well as challenges. The latest advances in automation, software and robotics are allowing computers to do things we …

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A security breach could ruin your reputation in seconds

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Please shareA major security breach or cyber-attack can ruin the experience customers have with a brand. Failure to act decisively when customer’ interests or the security of their information is threatened, can be extremely costly. Yet, over half of all CEOs believe their organisations are unprepared and vulnerable to a variety of threats. Recent cyber …

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Are you in touch with your customer’s reality?

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Please shareOrganisations are making increasing use of data and analytics to build a more comprehensive picture of their customers. Everyone recognises that the benefits of this are potentially substantial. But the challenges to achieving are just as significant. How does an organisation make the crucial shift from processing data and reporting to gaining valuable insights? …

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Mapping the customer journey

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Please shareCustomer journey maps are an important first step in understanding the experiences of customers. From initial contact to final purchase it highlights the key interactions the customer has with the brand, identifying gaps or pain points in the customer experience. All too frequently, however, the exercise fails to drive positive change within the organisation. …

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The multi-channel customer experience challenge

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Please shareThe ability to offer customers the ability to communicate with a brand via a variety of channels has been the Holy Grail for the contact centre industry for quite some time. Now days customers are multi channel shoppers and business as a whole are struggling to meet the multi-channel expectations of their customers. Please …

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