3 Steps to Making the Most of Machine Learning in Your Organization – by Jason McNellis

Machine learning has infiltrated our daily lives in a myriad of ways. Often, these machine learning predictions happen in the background and we rarely notice them. But what about at your place of employment? Has machine learning made you better at your job? Has it helped you better understand your customers? Has a newly installed [...]

By | 2018-07-24T09:26:03+00:00 July 24th, 2018|Customer Journeys, CX Strategy, Technology|0 Comments

The Role of Digital in Customer Experience, by Sandeep Kuvvarapu

The customer has always been at the heart of every business, be it a street vendor selling hot dogs or a multi-national firm selling a wide range of products. All business have taken necessary measures, so that customers become loyal, provide repeat business, and advocate their products & brand - thereby increasing the customer base. Business mantras [...]

5 Ways to Build More Trust Online With Customers – by Amy Barton

When you run a business, there are always many growth strategies likely to be going through your head at any time, from marketing and sales ideas, through to increasing productivity, adding new team members, or creating or sourcing more of the products or services your customers want. However, one area that many entrepreneurs don’t spend [...]

By | 2016-10-28T14:19:39+00:00 October 28th, 2016|Channels, Communication Channels, Technology|0 Comments

Prepare for the Chatbots – an example of Digital Customer Experience Innovation by Elena Lockett

Chatbots - computer programs that mimic conversations with users by using artificial intelligence (AI) - are the latest technology trend to hit the webchat world. There are two types: a chatbot that functions based on certain rules, meaning it will only respond to specific commands, and a chatbot that functions by machine learning (AI). The [...]

By | 2016-09-15T18:42:59+00:00 September 15th, 2016|Technology|0 Comments

What has Customer Experience got to do with me, the Chief Information Officer?

I regularly find myself saying that many organisations are still grappling with understanding the fact that their Customers have always had an Experience with them! Some argue that Customer Experience has existed in the world of business for years and years. However, in the interactions I have had with businesses in multiple sectors all over [...]

Shopper Centricity: re-designing the high street store customer experience

This is not the first time I have written about bricks and mortar retail stores. The British high street has been under significant pressure for many years now - I have documented its demise since I started writing three years ago - you can read my opinions in the following posts: I’m not paying to [...]

By | 2015-04-13T13:13:57+00:00 March 17th, 2015|Channels, Customer Journeys, CX Strategy, Retail, Technology|0 Comments

The big ‘Wi-Fi’ conundrum: a way to make money or a way to give customers what they need?

Maslow's Hierarchy of needs  is a psychological theory proposed by Abraham Maslow in his 1943 paper "A Theory of Human Motivation". The theory is most commonly portrayed in the shape of a pyramid with the largest, most fundamental levels of human needs at the bottom and with the ultimate need for self-actualization at the top. 71 years [...]

Customer Experience is Dead – the case for the prosecution!

Over the last ten years, I have observed and been part of a tidal wave of focus on Customer Experience. Despite the fact that customer journeys have always existed (although few actually realised it) and customers have always been willing to give feedback, it is only since the start of the new millennium that organisations began [...]

I just want to charge my phone!! Innovation is critical in continually improving the customer experience

There are many occasions when I am at risk of sounding like a stuck record. Akin to a 'grumpy old man', poor Mrs Golding has to constantly endure my expressions of dissatisfaction whenever I experience something that I perceive to be unacceptable to us and others as customers. It is in my opinion an occupational hazard [...]

By | 2015-04-13T13:22:35+00:00 April 1st, 2014|Customer Journeys, Technology|0 Comments