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Harnessing the Power of Emotions in Customer Experiences
There is a state of flux or even anguish in the business world today - because no ‘new normal’ exists as brands, their call centres and online channels are all struggling to cope with the high traffic & new level of expectations from consumers.
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How Food Shopping Habits Are Being Transformed By Tech
Conversational commerce, chat, bots and all that. Technology is changing how we think, work and, not least, shop.
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Putting in the Effort: Why treating customers fairly is key to business success
Measuring customer effort in isolation is not enough. Organisations need to measure the Customer: Company Effort Ratio (C:CER) which takes both perceived customer and company effort into account.