Personalisation Is Changing the Retail Customer Journey
Personalisation can sound like a buzzword. It’s one of those customer experience trends that retailers talk about and yet there is very little...
What’s the first thing you do when you have a problem with almost any product nowadays? Do you go online to try and solve the problem yourself?
In this post, Helen Murray looks at 2 important aspects of customer service that all customer experience managers need to think about as customers naturally shift towards a preference to self-serve.