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 CEO 2022
Business landscapes have undergone sudden and drastic changes over the past three years. Employees are working remotely; technology has become central to every aspect of business operations; a new generation has entered the labour market; and stakeholders are carefully scrutinising ESG credentials. So, what are the challenges chief execs will face in the coming year? And how can a CEO make sure their business stays on the path to success?
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Wealth & Asset Management 2021
Rising inflation, remote management, sluggish debt markets, ESG concerns - numerous challenges have arisen for wealth and asset managers over the past two years. But rather than stymie investment and financial growth, these challenges have provided opportunities for innovation. How will managers take advantage of burgeoning asset classes to hedge against risks and ensure robust future returns? Which ESG considerations will take priority as wealth is transferred to the next generation? How can managers use tech solutions to best serve their clients?
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Sustainable Business 2021
Post-COP26 the focus has turned to how businesses are helping build a more sustainable future. From new European laws aiming to slow deforestation to rethinking business travel, there are ways all companies can help keep warming below 1.5°C.
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Talent Management 2021
With the great resignation in full swing, talent management is perhaps more important than ever. The ability to effectively recruit, onboard, upskill and ultimately retain good talent may make the difference in a market where job seekers hold the cards. What are the factors contributing to the tight recruitment market? How should businesses manage the digital (and increasingly remote) workplace? What does it take to attract and keep talent in the current environment?