Do businesses understand customer success?

With many companies still grappling with what it means to be truly customer centric, others are turning it into an art

The rise of the chief customer success officer

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

Why you must prioritise customer success

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

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

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?

How can you improve last-mile logistics?

Man standing with bicycle holding phone

Forward-thinking technologies are being used to improve efficiency in the last mile of deliveries, which still account for a sizeable portion of supply chain costs and much of the traffic on our roads

Parcel delivery: should the customer be in charge?

man from parcel delivery companies looking at tablet in truck

Some experts predict increasing competition between parcel delivery companies could change traditional market dynamics, with logistics firms having to differentiate themselves to win the loyalty of online customers