Why you need to measure customer experience
Finding the best way of assessing customer experience is a fundamental building block of a successful business, but can be easier said than done
Customer Experience & Success 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
Please register to download
Please register to download this report. Registration is 100% free and provides access to all the latest insight and analysis shaping business today.
In association with
In this report
-
-
Six ways AI can improve customer experience
Artificial intelligence (AI) is being used to chart a customer experience journey that fits the demanding expectations of digital consumers. Here are six new approaches businesses can take to boost customer engagement, experience and success
-
Why brands must embrace hyperpersonalisation
An evermore discerning customer demands greater personalisation and will engage with those brands that can create a truly bespoke experience, but how can this be taken to the next level?
Sponsored content
-
5 tips to power your business intelligence with CX insights
Bringing together data from customer experience and business intelligence tools enables companies to drive action with greater insights and make better, more measurable decisions according to Claire Sporton, senior vice president of Customer Experience Innovation at Confirmit
-
Brand experience could be your next competitive advantage
To leapfrog the competition, companies should focus on blending brand and design thinking to create total brand experiences – the next evolution of customer experience
-
Brands embrace messaging apps to transform the customer experience
Consumers love the intimacy and speed of mobile messaging, and forward-thinking brands have discovered these platforms open the door to new and innovative ways of talking to customers
-
Technology offers a personal touch
AI-driven personalisation plugs the gap between digital efficiency and inhuman coldness
-
Future of Data 2021
They say that data is the “new oil” but companies are going to have to make sure they are drilling for it responsibly, or risk damaging repercussions. Our Future of Data report explores the opportunity for the UK to craft its own data strategy post Brexit, the importance of trust and transparency, the power of decision intelligence and whether companies really need a chief data officer
-
Customer Experience & Loyalty 2021
From shopping and leisure to workplace interaction and life admin, daily activities are becoming increasingly digitised. Businesses must understand the behaviour and preferences of their customers, as well as the strategies available for developing deeper engagement in order to ultimately build customer loyalty.
-
Future of Infrastructure 2021
Public spending on infrastructure is on the rise as governments strive to rebuild economies after Covid-19, but the pressure is growing to invest only in the greenest of projects. Our Future of Infrastructure report explores how infrastructure is under threat from climate risks and cyberthreats, the high cost of going low carbon and the UK’s e-mobility conundrum
-
Future CIO 2021
The CIO is becoming an increasingly important member of the boardroom as digital transformation and the pandemic raise the technology stakes for business. So how is the role adapting and how are companies nurturing the next-generation of IT leaders?