Customer Journey

The future of CX in Retail - An interview

The future of CX in Retail - An interview

Do you know why your customers come into your store instead of shopping online? And do you design your stores to meet those needs and expectations, leveraging the right balance of immersive spaces and technology-enabled engagement solutions? Many retailers don’t, and that is why it is not surprising that many high street names are struggling.

Reclaiming your time at the time of a claim

Reclaiming your time at the time of a claim

Claims are a key moment in the insurance journey and key to customer retention. However, the customer experience is often a chronicle of frustrations and bad endings. How can insurers leverage technology and automation to improve the claims journey and drive loyalty and business value?

I want a Bot and I want it now

I want a Bot and I want it now

There is currently a clear trend in Customer Experience circles. It seems it has become almost impossible to attend a CX event without hearing people talking about Artificial Intelligence (AI) and chatbots. Yet, is AI still only the fancy gadget in fashion, or is it the solution to a real customer and organisational need?