Author: David Morton

Delivering hyper-personalisation through a CX transformation roadmap

Research from Google has found that people are 40% more likely to spend beyond what they’d planned when they identify the shopping experience as personalised. However, personalisation in a simple sense is no longer enough. Most of us now expect...

Transform Your CX With a Single View of the Customer

Brands are working harder than ever to enhance Customer Experience as people increasingly demand a streamlined and immediate service from the companies they interact with. Research from Dimension Data shows that 58 percent of consumers would be willing to spend...

Replaced by Robots?: How Adaption by Customer Service Staff can Prevent a Takeover

Technologies such as artificial intelligence (AI) are regularly hailed as the future of a more personalised and responsive approach to customer services. However, their emergence as a realistic option for a wide range of businesses has raised fears over threats...