The top 5 priorities when building resilience and growth in challenging times
In a session hosted by Capita, CX leaders across multiple sectors recently met at CX Exchange for a think tank session. Here, they shared challenges and ideas about ‘building resilience and growth in challenging times’. CX Exchange explored three crucial aspects of CX in today’s climate: doing more with less; adopting agile models that can drive change; and harnessing the insights that make a difference. Ahead…
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Using retail advertising to develop a new revenue stream
The great majority of advertisers have started working with retailers over the past year to reach customers. Those who haven’t say they’ll start within the next year. The retail advertising industry is valued at $100 billion globally and it accounts for 18% of the total digital ad spend worldwide. The results unequivocally show that retail media has…
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The future of eCommerce: the extended reality (XR) opportunities for retail
High streets, main streets and shopping malls are struggling. That process started a long time before COVID-19 came along. This is leading growing numbers of shoppers and a shifting range of consumer demographics to the popular world of eCommerce. While online retail brings convenience, speed and choice, there are still elements of in-person shopping that…
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Supporting customer support teams through technology
Much has been said about the importance of customer support services when it comes to strengthening brand loyalty. Today, with UK consumers finding themselves amid a cost-of-living crisis, gas and energy firms are facing the brunt of multiple customer requests for new deals that better suit their preferences. However, most consumers don’t feel they are receiving the personal…
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How eCommerce businesses can deal with disruption in 2023 and beyond
Across the world, ecommerce businesses are increasingly focused on navigating the downturn. How they plan for and respond to the situation will determine how well they emerge from it. The winners will continue to grow, despite the increased uncertainties they face. Whereas, the too-cautious will be constrained and adopting a self-damaging survival mindset. It is clear that ambitious product businesses should be looking at the emergence…
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Want to build a retail media business? Here are three things you need to get right
Retailers have reported a 24% increase in revenue from ads over the past 12 months alone. We’re already seeing many retailers with the right execution far surpass this rate of growth. IAB Europe estimates that by 2026, advertisers will spend around 29 billion euros on retail media. Understandably there’s a lot of excitement in this space. But it can give the impression of being a sudden, rapid wave of…
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Avert your eyes
There are things we avoid looking at too closely. If we looked, really saw what was happening, we’d have to change our minds, admit we were mistaken, refactor our priorities or take action. It’s so frightening that we even hesitate to make a list of the things we don’t want to look at. Because the list itself is frightening. If we don’t see it, it feels safer.
State of Customer Experience 2023 Survey: Share Your Thoughts and Make a Difference!
It’s more important than ever to assess the state of customer experience and understand how businesses can better serve their customers in 2023 and beyond. That’s why I’m excited to announce the State of Customer Experience 2023 Survey, and we’d love for you to participate!
The survey is anonymous, and will only take a few minutes of your time. It includes less than 20 questions, with three open-ended questions that will allow you to share your thoughts in your own words.
Your participation in this survey will help us better understand the current state of customer experience and identify areas where businesses can improve. We’ll use the insights from this survey to develop a report that we’ll share with the business community, so your voice can make a real difference.
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The reality of chasing pop
It’s tempting for a creator. To make a pop hit, a song or a book or a meme that becomes a popular idea and part of the culture. In our lifetimes, it’s become possible to imagine that you could even make a living creating pop. But pop is a harsh mistress, because pop means popular, which is, by definition rare and unfairly distributed. As long as it’s easy to create and rare to have a hit, there will be a huge majority of people who don’t win this lottery. And it is a lottery. It’s tempting to believe that passion, […]
The obligation of “none of the above”
As we continue to face difficult choices and work to make things better, it’s quite likely that the alternatives being presented aren’t ideal or even appealing. Many organizations and communities are stuck because “none of the above” is the majority’s opinion, or perhaps the desire of those in power, or those with loud voices. But unless you’re willing to acknowledge that you’re simply being difficult, “none of the above” comes with the responsibility to describe a path that’s better. Because forward is the best option. Let’s go with one that makes the most sense–and if you don’t have a better […]