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Blog
Sales and service need to merge to really offer a great CX

For a long time, I have been arguing that companies need to rethink their service, sales, and marketing process. These processes need to be completely integrated with the customer service team - as a customer contact hub - because customers don’t think of a company as distinct silos or functions - to them your company is just a brand. Yet, too many companies still have all these different...

Blog
Can an airport create a fantastic customer experience?

Airports are not often the first place you might think of for a great customer experience (CX). What with the check-in lines, security, endless duty free stores, and a long walk to a gate with no bathroom or snacks available, most of the time airports are places best avoided. But some airports have...

Blog
IoT creates a completely new environment for connected customers

In the modern online environment, almost any electronic device can be connected. The Smart Home predicted a few years ago has become a reality far sooner than many people imagined because the Internet of Things (IoT) makes it easy to control any device that can connect to your home wifi...

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Are connected customers becoming overwhelmed with information?

Information overload. We all know about that experience at work. The diary that is just too full of meetings. The emails that can only be answered if they are urgent, with the rest of them disappearing into a sea where they are never seen again. But what about your customers. In general new...

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Finding the ‘killer’ technologies that transform customer experience

The connected customer  is one of the hottest trends in retail at present. Retailers need to connect their in-store experience with their website and app so that customers can choose how and when to shop using the channel of their choice. But there is also an enormous amount of hype. Sometimes the...

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Embracing immediacy and the connected customer

In a very detailed report on the state of the connected customer that gathered information from over 7,000 survey respondents. The research is over a year old now so some detailed sections may have moved on, but the broad conclusion is still valid. The Salesforce research focused on how increasing customer demands are changing the way that companies need to do business. New technology has put...

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Managing the expectations of the connected customer

Forbes recently published a feature describing how the connected customer will impact your business model. The feature notes that most customers today are connected to the Internet constantly. In fact the only time that most of us can completely switch off is on a flight -although many flights now...

Blog
How retailers can win by building communities

It is no secret that many retailers are struggling in the UK at present. Many are worried that major brands will fail because they cannot meet the expectations of the connected customer, but there are some examples of positive change. One strategy I have noticed in the past couple of years is the...

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