personalisation
How TGI Fridays uses VOC data to build VIP experiences
August 19 by Sherif MityasFrom AI chatbots to timely personal messages, Sherif Mityas - Chief Experience Officer, tells us how TGI Fridays caters for a personal customer experience
Customer engagement strategy used by luxury brands
July 30 by Darcy AlexanderA guide examining the customer experience and engagement strategies used by luxury brands
The 7 definite trends to transform customer experience in 2018
May 29 by Zarina de RuiterFrom hyper personalisation to the hybrid workforce, here are the top CX trends to incorporate in your strategy in 2018.
Yanny vs. Laurel typifies customer personalisation
May 17 by Richard de SilvaThis viral hit is an important reminder for CX professionals: there is no one reality when it comes to the individual.
The 4 ingredients to Zappos’ CX success formula
April 03 by Zarina de Ruiter“We’ve been obsessed with our customers’ happiness from day 1,” says the online retailer’s Head of Customer Research.
Market report: Customer experience predictions for 2018
December 18 by Zarina de RuiterIt’s that time of the year again where at CX Network we look deep into our crystal ball to predict the biggest trends, disrupters and changes that will impact customer experience in the 12 months ahea...
‘Data and analytics are the essential fuel of personalisation’
December 11 by Zarina de RuiterThe journey to personalisation at scale at British Airways, and the fundamental role of customer data and analytics
Personalise your CX with digital intelligence business case
September 18 by CX NetworkHow can you move your digital analytics strategy from delivering value in isolation to a fully integrated personalised approach?
Traditional persona-based marketing is no longer relevant
July 31 by Ernan RomanWhere personas help identify “buckets” of customers, the limitations have become apparent as the consumer decision-making journey has veered from its predictable linear path and increased in complexit...
The future is now: take your customer data to the next level
July 04 by Annette FranzCustomer experience management blogger Annette Franz on how prescriptive analytics allows companies to make data-driven decisions outlining the best action to take
CX TALK: Manulife on Personalisation vs Automation
May 16 by CX NetworkJeronimo De Miguel is the VP, Branding & Creative at Manulife. In an interview at the Customer Experience Exchange for Financial Services: US he spoke about:Creating a brand image that delights cu...
Personalisation Best Practices from Accor Hotels
April 18 by CX NetworkAt the Customer Experience Exchange for Europe Mike Havard, Director of Ember Services, hosted a panel discussion on personalising the customer experience.