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Applying Lessons from CX Text Analytics to Generative AI
Not Doomed to Repeat: learning from the past of Customer Experience text analytics will ensure we obtain the most value from Large Language Models
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The UK CX Report 2023
The new ‘UK CX Report’ in conjunction with Engage media gives a comprehensive analysis of the current challenges that impact customer behaviour.
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Choosing the right CX platform
In this webinar and eBook Book, our CX experts bring together their shared expertise in choosing the right CX platform.
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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.
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Checking out without checking the bank account; is easy credit fair on your vulnerable customer base?
With spending and digital credit on the rise, how can businesses create a great customer experience using flexible payment options while ensuring they aren’t putting more vulnerable customers at risk?
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2020: The year of the boiled frog
How retailers can adapt and respond to fluid customer behaviours and expectations post-COVID-19
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How to adapt your VoC programme during COVID-19
Continuing to engage with customers during COVID-19 is a strategic imperative. However, proceeding ‘as normal’ is neither empathetic nor likely to understand the full picture of changing customer experiences. Here we discuss how your brand must react to the functional and emotional needs of your customers.
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CX Council – Structuring the Unstructured
Following the CX Council on the 20 November at The Dorchester, you can now access the slides from the event.
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Customer Experience is Everyone’s Business
Customer expectations are higher than ever before, so why aren't more UK businesses taking the role of delivering an exceptional Customer Experience seriously?
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Mind the gap: Why what a brand promises and what it delivers matter
What happens when there is a mismatch between what a brand promises to its consumers and their actual experience? Fiona Moss explores the promise-experience gap, the benefits of aligning the two and the pitfalls of over-promising.