There are evergreen CX trends like omnichannel, digital, self-serve and personalisation that are part of the strategic fabric of every customer-centric business. They have been shaping customer experience plans for years. These trends have gradually changed and developed over time as transformation programmes gained maturity. Then Covid comes along. [...]
Your customer experience has changed and there's no going back to how things were. You know the narrative for the past year because you've lived through it - we all have. The world's gone digital. This much we know. But how is the rest of the CX story unfolding? [...]
The Coronanvirus crisis has been a clarion call to CX leaders like no other. As the crisis broke the five-year plan became the five-day plan. As the road ahead started to stretch out, leaders were able to recalibrate and respond with fleet-footed nimbleness, and clarity about what it would take [...]
As retailers increasingly compete on customer experience perhaps the biggest challenge is working out how, why and where CX adds the most value. Both for customers and as a business. Keeping pace with the speed of change and meeting the demands and expectations of customers with ever-changing needs also needs [...]