Posts tagged with Cx

The future of customer experience: Trends and challenges in 2018

'Customer experience' (CX), as a discipline, is starting to mature. What was once a fashionable buzzword which drove organisational change has now become a routine category of management reports.

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Nine less-obvious brands offering great customer experiences

What makes a great customer experience? 

In many ways, this might depend on what you (the customer) value the most in a brand. Personalised emails or speedy social replies, for example. Or perhaps superb digital content. 

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What is customer experience? How can it be measured? And who should own it?

Customer experience is an oft-talked about topic in digital and marketing circles. What brands offer the best, what the benefits are… we’re always going on about CX.

But can you define what customer experience actually is?

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How Lush is raising the bar for in-store experience

With over 1,000 stores across the globe, cosmetics business Lush is no longer an underdog. Once considered a somewhat niche brand – with an odd mix of ethical dedication and a decidedly sunny personality to promote it – it has since broken through to the mainstream.

Today, it’s widely thought of as one of the most progressive and innovative brands around – especially when it comes to customer experience.

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Why the ‘working backwards’ method is key to a superior customer experience

When you think about the reasons you might buy an Apple product, the specific features of a smartphone or iPad might not necessarily come to mind. Similarly, you probably don’t think about all the products you’ve bought when discussing the benefits of using Amazon. 

Instead, you might be more likely to think about the brand as a whole, the over-arching customer service it offers, or even the role it plays in your life. 

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Four key digital trends impacting travel and hospitality brands

The end goal for travel and hospitality brands used to be securing a booking. Now, in an increasingly competitive market, many are placing a greater focus on securing the best all-round ‘experience’.

In fact, this emphasis on customer experience is so high that it has now collectively overtaken customer acquisition as the biggest business priority in travel.

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What were the biggest UX trends of 2017?

We've all been ordering our toilet tissue through Alexa, right?

Maybe not exactly. Let's ask the experts about the biggest user experience (UX) trends in 2017.

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Four steps to optimizing customer experience using data & analytics

Few would argue that two of the most important marketing topics at the moment are customer experience (CX) and data analytics.

Which is interesting as CX and analytics seem worlds apart. CX tends to be a soft, holistic study of how to make customers happier and analytics consists of the cold, hard numbers which fuel return on investment (ROI) calculations.

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Three promising signs that companies are finally starting to appreciate CX

For years it has felt like we're stuck at the beginning of the journey toward improving customer experience (CX).

We know what we want to achieve (great CX), we have plenty of ideas about how to do it, yet very few of our organisations have truly aligned their objectives with the customers'.

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17 stats that show why CX is so important

Customer experience (CX) has been a hot topic for a number of years now, with global brands like Airbnb and Apple setting the standard (and expectations) for what customer experience should look like.

As a result, CX - or ‘how customers perceive their interactions with your company’, as Forrester defines it – has become a primary focus for businesses. 

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Three risky customer experience (CX) initiatives

Forrester reports that customers are willing to spend nearly five times more for excellent customer experience (CX) than they would for poor CX*.

But improving customer service comes at a cost. Besides the time and effort required, sometimes marketers need to take risks to make their company more customer-centric. Here are three examples of companies who have taken a leap in the name of CX innovation.

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What were the biggest UX trends of 2016?

Chatbots are firmly on the radar (for good or bad), along with new tools and new business processes.

Have a read of everything that stood out to our UX experts in 2016.

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