03 December 2018

CX for Millennials and Gen Z: Tailoring Customer Experience to the Younger Generations

Millennials and Gen Z are an easy target of criticism from older generations, often being criticised for heavily depending on technology and an obsession with social media. But every generation is criticised by their parents’ cohort for behaving a little differently. Yes, Millennials and their Gen Z contemporaries are use smartphones more than any other generation, but for businesses, this provides an opportunity for customer engagement.

This blog post offers a number of key considerations to help you better understand Millennial and Gen Z habits so you can tailor your CX programme to suit a new generation of preferences and expectations.

06 November 2018

CX + AI: Balancing a Human Touch with Machine Learning

Artificial intelligence (AI) is particularly impactful in the provision of personalisation and efficiency for a customer’s experience. This blog post looks into a couple of developing AI trends that have had an important impact on customer experience.

17 October 2018

How to Respond to Customer Comments: the Good, the Bad & the Ugly

Consumer Generated Content and digital reviews are having a serious effect on businesses, with 90% of customers reading online reviews before deciding to make a purchase. While your business cannot control what customers are saying about you on the Internet, you can control the narrative.

12 October 2018

The Top Five Reasons CX Programmes Can Fail

Introducing a CX programme to a business is a huge commitment requiring ample financial backing and effort. The failure rate of IT-enabled business initiatives is 60%, but if you consider the following points, your CX programme doesn’t need to be part of this statistic.

28 September 2018

Check Out Our New White Paper: Strategies to Measure the ROI of a Voice of the Customer Programme

Measuring the financial gains of a programme can be a complicated mix of qualitative, quantitative and finding that some factors are ultimately immeasurable. While calculating the ROI of a VoC programme can be done, some major factors will impact how you go about it.

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