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
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With many companies still grappling with what it means to be truly customer centric, others are turning it into an art
A new breed of corporate executive, some chief customer success officers are taking a seat at the top table while others fight to be heard
Long-term proactive engagement with customers to drive value from products and services will result in a healthy bottom line, but requires buy-in to make the required culture change
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
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?
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
To leapfrog the competition, companies should focus on blending brand and design thinking to create total brand experiences – the next evolution of 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
AI-driven personalisation plugs the gap between digital efficiency and inhuman coldness
Our Future CMO special report, published in The Times, features articles on combating fake news, upcoming Christmas campaigns, celebrity founders and branding, and more. It features an infographic on the changing evolution of the advertising landscape from traditional to digital.
Our Climate Change special report, published in The Times, explores innovative ways to offset carbon emissions, staying profitable as a B corp, and the environmental cost of going digital. It also looks at which business leaders are lobbying for real action. The infographic examines how big your business’s carbon footprint is and the impact of remote working.Â
The Fashion Economy special report, published in The Times, examines recent shifts in buying behaviour, fighting fast fashion, virtual catwalks, and more. The featured infographic looks at changing fashion attitudes towards more sustainable apparel.
Coronavirus has highlighted the fragility of global supply chains, so what needs to be a priority when rebuilding for future resilience? Our Supply Chain Resilience special report, published in The Times, examines the importance of last-mile delivery, the future warehouse, the obstacles of reshoring, and more! The featured infographic looks at how COVID-19 has impacted global supply chains, how they’re faring now, and plans for the future.
