Published in
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Customer Experience & Success

May, 2019

30 per cent of customers stop interacting with a brand they love after one bad experience, but 20 per cent of organisations have no strategy in place to deal with this. The Customer Experience and Success special report, published in The Times, covers why this has to change. It explores how artificial intelligence can be used to improve customer service, how brands can tread the fine line between hyperpersonalised and creepy, and why customer success must become a cornerstone of company culture. Also featured is an introduction to the newest member of the C-suite - the chief customer success officer - and an infographic on how investing in the right technology can make all the difference


In a world that's moving faster than ever, brands must increasingly invest in the right technology to keep up with changing customer demands. Customer analytics is proving to be a vital way for businesses to make sure that after providing a quality customer experience, they can use the relevant data to continue doing so in the future