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Industry News

August 17, 2017 by Zarina de Ruiter
Organisations lag behind on real-time customer engagement
Just 16 per cent of UK businesses are able to adjust their communication in real-time based on customer behaviour Nearly 60 per cent of UK businesses say real-time customer engagement can deliver a revenue increase of 10 to 40 per cent but most are failing to harness customer data to full effect, a new report by SAS has revealed. The study found Read more

August 9, 2017 by Zarina de Ruiter
Consumer appetite for chatbot experiences on the rise
New survey reveals that 83 per cent of consumers would be more loyal to a brand offering a chatbot to check order status and product research Artificial intelligence (AI) and chatbots are a hot topic within customer experience, but how valuable do consumers really find interactions with these new technologies? SEE ALSO: What role will AI play int Read more

August 3, 2017 by Yaniv Reznik
CX lessons from Verizon’s customer data breach
The recent headlines raise the question: how can organisations ensure they don’t lose their customers' trust as a result of a data breach? Last month a human error left the personal data of 6 million Verizon subscribers vulnerable to hackers and scammers. Names, phone numbers and, more importantly, subscribers’ pin numbers were made publicly Read more

July 31, 2017 by Ernan Roman
Marketing leaders: Traditional persona-based marketing no longer relevant
Where 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 complexity Over the past 12 months, the number of companies disappointed by the lack of a significant increase in response and engagement from their Read more

July 27, 2017 by Sarah Lattouf
The series of CX Network podcasts has already been recognised as one of the leading customer experience podcasts globally CX Network has launched a dedicated podcast theatre, which sees the publication of a new thought leading and personal podcast with an industry leader each week. The series offers listeners access to executives’ insights on-the Read more

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