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

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?

Tech should enhance customer service, not replace it

‘A digital-only experience ducks the fundamental need for people to interact with well-trained staff’

A day in the life of the future customer

cartoon of woman looking in mirror illustrating omni-channel retailing

Exploring how one shopper of the future goes about her day reveals exciting possibilities for what’s in store for omni-channel retailing

Customers’ and staff needs should not clash

Ibis mobile customer service

Organisations are adopting new ways of meeting increasing customer expectations while looking after their staff