The power of personalisation
The drive to personalise consumer offers is moving from targeted customers to include the wider family unit
Customer Experience & Loyalty 2017
Some 83 per cent of UK consumers are now quicker to retract their loyalty from a brand compared with just three years ago, according to research by Accenture. The Customer Experience and Loyalty special report, published in The Times, uncovers how companies can keep customers and attract new ones in an age of ultra-convenience. The report reveals how brands can improve customer service, connect with all generations and use digital tools to give power back to customers. In addition, it includes a pull-out infographic showing why online shoppers abandon their basket before checkout
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In this report
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How brands can engage with all generations
It’s a major challenge for organisations to secure the loyalty of multiple generations of consumers, from tech-savvy youngsters to their more cynical elders
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Customer-led disruption is dramatically impacting business
Organisations are creating differentiation by merging the physical, digital and emotional worlds led by the understanding of human emotion
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Brands name-calling and making cheeky claims
Taking on a rival business with aggressive comparative advertising is not for the faint hearted but certainly grabs attention
Sponsored content
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Personalised advertising wins
Dynamic customisation and machine-learning can now personalise all your online advertising
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Feedback surveys that don’t annoy customers
Stop irritating your customers with tedious tick-box surveys and discover how text analytics is revolutionising the way you collect insightful customer feedback
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Era of human ingenuity in commerce
Digital-first strategies enable business to focus on rapid growth and differentiation in dynamic environments
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Q&A: Voice of the customer drives change
Great customer experience programmes are not easy to deliver. Engaging everyone in the right way is crucial, explains Claire Sporton, vice president of customer experience at Confirmit
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Future of Fintech 2020
What does 2021 hold for fintech? Our Future of Fintech special report, published in The Sunday Times, explores topics on eco-conscious startups, diversity in the industry, helping small businesses, financial literacy and more. The featured infographic looks at SME opportunities for fintech in the changing business landscape.
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Future of Infrastructure 2020
From net-zero to small ports, our Future of Infrastructure special report, published in The Times, explores why reaching net-zero will require a major infrastructure overhaul, demand for electric vehicles, the infrastructure talent pool, and more. The featured infographic looks at which sectors and countries are in need of the most investment to keep pace with the demands of the future
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Legal Innovation 2020
From virtual hearings to legal advice on social media, our Legal Innovation special report, published in The Times, covers how the legal sector is transforming and adapting including legal technology, ‘uberisation’, and more. The featured infographic examines the lack of representation in law firms and why it isn’t only bad for business but also society overall.
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IoT for Business 2020
Our IoT for Business special report, published in The Times, examines what the future holds for IoT, how it can help save water, tech adoption, and more. The featured infographic looks at how different industries are implementing IoT across their organisations.