Tag: Digital transformation

Elevating the travel experience: How omnichannel, personalised and proactive support drives customer satisfaction

The staycation era is well and truly over. Building on two years of sustained resurgence in international travel, a return to pre-pandemic levels of passenger volumes is on the cards for 2024. With global restrictions all but gone, and consumers browsing the widest choice of direct flight destinations seen since 2019, globe-trotting tourism is back. Yet the gathering momentum is likely to wrong-foot many travel providers, as they struggle to overcome both familiar and new obstacleswhile servicing significantly increased demand. With geopolitical tensions mounting, and extreme weather...

Let’s get phygital: How to promote online feedback in-store 

After Sainsbury’s announced a decline in its online sales, with shoppers returning to its stores, there’s now greater pressure on retailers to provide more engaging shopping experiences – and one key way to do that is to improve the in-store customer experience.  In...

Going off-script: getting conversational messaging right

Done well, conversational messaging should be engaging and user-friendly. Offering real-time back-and-forth dialogue between an organisation and individual customers via their channel of choice, it aims to provide immediate response, address specific needs, and foster a sense of rapport with every interaction.  This can be...

The customer demand for SMS messaging is here: What’s your personalisation strategy?

Gone are the days of calling a business, whether to make an appointment or place an order. Technology has revolutionised how we interact with brands, creating new channels to connect and, in turn, new communication preferences for customers.  And while SMS...

Email orchestration: The new intelligent business enabler

Email remains the go-to communications method of choice after the phone for all businesses and organisations around the world with 4.48 billion people worldwide using it, forecasted to rise to 4.73 billion in 2026. AI has revolutionised the management of email known as ‘email...

Three steps for successful SMB communications in 2024

Over the last year, the consumer landscape changed significantly. Regulations like the new Consumer Duty and proposed Data Protection and Digital Information Bill are pushing customers into the spotlight more than ever. It’s not just regulations that are changing – consumer expectations...

How organisations can act on the needs of their customers to set new standards for a great digital CX

As digital further dominates business sales and revenue, organisations are facing major hurdles in decreasing the time between identifying digital opportunities and acting on them.  Added to this are teams’ limited ability to capture every customer friction, including small customer touchpoints...

Get ready for Gen Alpha: Why brands need to plan for the future now

Generation Alpha, those born between 2010 and 2025, may still be young, but they represent a future tidal wave for brands and marketers. This generation, the first to never know a world without smartphones and social media, will demand a...

3 practical strategies to help customer service agents overcome “The computer says no”

“Computer Says No” may be a phrase that most people in the UK associate with a comedy sketch, but it is a real and frustrating reality for contact centre agents. When resolving customer issues, agents usually follow a defined process, like a decision tree, where a system provides recommended steps to follow for customer resolution...

Four features of a good customer experience

Customers have expectations when they call for help, as they should. After all, they typically aren’t reaching out to your organisation for any other reason than to get their issue resolved or a question answered quickly.  Most customers would agree that...