Tag: Customer Experience

How brands gain loyalty through more interactive apps

How people shop, and their loyalty to stores, has fundamentally changed. Whilst online shopping boomed during the pandemic, since the restrictions were lifted, many have fallen back in love with in-store shopping.  Online only E-commerce players have struggled to grapple with...

Zurich Insurance ‘thinks global, acts local’ with CX strategy

Zurich Insurance by anyone’s standards is a hugely successful firm. It has nearly 60,000 employees, a presence in 200 countries and operating profit at the end of 2023 of $7.4 billion — a 21% upsurge on the previous year. Unfortunately, success...

AI and personalisation are the key to combating marketing fatigue

A recent Optimove report highlights the dual nature of email marketing as both the most preferred and most overused channel. While 59% of consumers prefer receiving marketing messages via email, far surpassing social media’s 18%, there’s a growing concern about...

Marketing’s trust issue: How quizzes can help

Today’s consumers are more cautious than ever about sharing their personal information as part of a customer experience. Years of data misuse and questionable practices have left a lasting impression. In a world where privacy concerns are at the forefront,...

Forrester highlights the power of brand and customer experience for sustained growth

Forrester’s recent research emphasises the critical role that Brand Experience (BX) and Customer Experience (CX) play in driving long-term revenue growth. However, many companies treat these dimensions separately, missing the chance to unlock compounded growth by integrating them. By aligning BX...

Targeted ads are dying, long live AI-enabled personalisation

The death of identity-driven advertising is inevitable, and we must prepare for a future where AI-driven personalisation reigns supreme. We will soon be living in a world where advertising no longer depends on tracking personal information to deliver targeted messages. This...

Forsta unveils AI capabilities to elevate customer and employee experience

Forsta has launched new AI advancements within its Human Experience (HX) platform. These enhancements stem from a 5-year investment of $500 million in AI development, enabling organizations to gain deeper insights, streamline processes, and take decisive actions to enhance customer...

This week in CX: Who’s taking the wheel when it comes to CX?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve been exploring the key drivers behind the latest CX strategies and examining the role of AI in healthcare and retail. We’re also discussing new updates from...

Almost 90% of telecom providers invest in AI

New Incognito report reveals an acceleration in the adoption of AI within the telecoms sector, with 88% of fixed broadband service providers now actively investigating or trialling AI automation to enhance their services. This surge in AI adoption focuses on...

AI assistants will replace 25% of mobile app usage by 2027

According to Gartner, mobile app usage is expected to decrease by 25% by 2027, driven by the rise of AI assistants such as Apple Intelligence, ChatGPT, Google Gemini, and Meta AI. Smartphone users increasingly rely on these intelligent agents to...