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
In association with
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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Public Sector Technology 2020
Our Public Sector Technology special report, published in The Times, explores what Test and Trace can teach us, the implications of the first digital census, how open data could build trust and reform procurement, and much more. The featured infographic looks at how automation could revolutionise public sector organisations in the years to come.
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Future of Retail 2020
Our Future of Retail special report, published in The Times, examines how retail is expected to continue post-coronavirus, what brands need to know about social commerce, the new retail calendar, and so much more. The featured infographic looks at how coronavirus has impacted holiday season shopping and whether shoppers will cut-back and save or indulge more than previous years.
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Business Restructuring 2020
Our Business Restructuring special report, published in The Times, explores how to avoid short-term cuts and long-term losses, new ways retail brands are thriving, the pivot of sales teams during a pandemic, and more. The featured infographic looks at the near-term outlook for chief financial officers and what measures they are taking to shore up corporate finances
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Sustainable Investment 2020
Is ethical investing the key to avoid future pandemics? Our Sustainable Investment special report, published in The Times, examines how green investment could be the secret to post-pandemic recovery, the UK’s unique position to work towards a net-zero future, debunking ESG myths, and more. The featured infographic explores the key drivers for more conscious investments.