Tag: Customer engagement

Consumer trends post-lockdown: Will audiences look for live events in 2021?

The brand experience industry suffered a lot in 2020. We witnessed many unforeseen circumstances that led brand campaigns to closure before they even started. With stores closed, activations put on hold, and events cancelled, brands had difficulties adjusting to the...

Want to get more from your surveys? Close the customer feedback loop!

Many companies are striving to become more customer-centric. They have set up numerous ways of listening to their customers at multiple customer journey touchpoints. However, few have built effective response mechanisms into their customer surveys and managed to close the...

How to build your brand in 2021

After 2020, the rules have changed for many brands. Along with the expected advances in consumer interests, brands have to consider rapidly changing consumer behaviour, navigate a fluctuating economy, and also be mindful of the difficult times that their audience...

How the Evolution of Customer Behaviour is Reshaping the Insurance Sector

The insurance industry has an unenviable reputation of providing complicated policies that are obtained through a cumbersome and time-consuming process. For many customers this means a confusing and frustrating experience. And in an increasingly digital world, consumer loyalty is no longer...

re:Imagine the Future of Experience: Interview with Shankar Balakrishnan

re:Imagine is an interactive event series brought to you by Medallia starting November 12 2020. Over a period of four weeks Medallia is going to delve into some of the big experience related challenges facing business...

Customer Engagement Strategies to Drive Business Success in the Now and the Next

Regardless of industry, product or service, one of the drivers for achieving business success is having a strong customer engagement strategy. Undoubtedly, 2020 has been one of the most challenging years for businesses with the pandemic affecting consumer behaviour and...

Customer Experience or Customer Engagement: What’s the Difference and How Do You Truly Engage?

Customer experience is traditionally focussed on flexing what you do to meet customer expectations. Achieving a great customer experience and maintaining it, needs ongoing focus and visibility of: Strong employee engagement with customer vision & strategy embedded into the DNA of the...

Engaging Customers in the Post-COVID-19 World

As we continue to live through a global pandemic, one certainty is that COVID-19 has changed many aspects of our lives forever. In particular, consumer life and behaviours have been remodelled by the crisis. It’s a challenging and still evolving...

The Conversational Age of Customer Engagement

We all know customer service can create a real competitive advantage. Get it right, and your efforts will translate directly to your bottom line. Fall flat, and lose out on a valuable differentiator in today’s competitive marketplace. In many respects,...

We’ve reached the Age of Customer-Centricity. But what DO customers really want?

The multi-level infrastructure and communications shift, demanded in large part by digitization, has rapidly become a critical issue for Communications Service Providers (CSPs). That’s because, in the telecommunications world, new subscriber growth has slowed and profits have slowly been eroded...