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
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In this report
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