Delivering a great customer experience is not really a technology challenge any more – Interview with Mark Smith

connected

Today’s interview is with Mark Smith, President of Kitewheel, which is the world’s only cloud-based Customer Journey Hub designed for innovative agencies and brands looking to move in step with the modern digital consumer. Mark joins me today to talk about the state of the customer journey, the rising amount of attention being placed on retention and what we can learn from a recent piece of research they have released. This interview follows on from my recent interview – You

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8 Tips for developing a brand identity that inspires customer loyalty

working

This is a guest post from Erika Brookes, CMO at Springbot. It’s not surprising that businesses spend billions each year trying to make customers loyal to their brand. In general, loyal customers are far more profitable than your average customer and can become powerful champions for your brand. However, to gain a legion of loyal followers, you first need to establish a brand identity that they can get behind. How your customers perceive your brand plays a significant role in

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Customer experience is all about empathy, here’s how to harness it

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This is a guest post from Oisin Lunny, Chief Evangelist, OpenMarket. Let’s face it: Mobile has changed everything. Today, if you can’t reach a personal contact quickly, it’s extremely frustrating. Likewise, when it comes to brands, if you can’t instantly get a hold of an airline, retailer, or bank–it’s infuriating. While many brands have caught on and adopted a mobile-first approach to customer service, many are still failing to meet customers’ expectations. They may be creating new ways to engage

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Big data and technology is undermining our ability to develop our own hunches – Interview with Bernadette Jiwa

Hunch

Today’s interview is with Bernadette Jiwa, Founder of The Story of Telling and a recognised global authority on the role of story in business, innovation and marketing and the author of five best-selling books on marketing and brand storytelling. Bernadette joins me today to talk about her new book: Hunch: Turn Your Everyday Insights into the Next Big Thing, big data, decision making, where hunches come from and how we can develop our own hunches. This interview follows on from

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TK Maxx celebrates the friction in its customer experience

TK Maxx

A few months ago I wrote an article called: Do You Really Want To Create A Frictionless Customer Experience?, where I questioned the wisdom behind creating a frictionless experience. My central point in the article was that aiming to create a completely friction free experience could undermine a brand’s ability to create meaning amongst its customers as well as limit it’s ability to differentiate themselves from their competitors. Therefore, I was delighted to see a recent advert from TK Maxx,

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Customer experience, personalisation and how not to be creepy – Interview with Tara Kelly

Creepy

Today’s interview is with Tara Kelly, President & CEO of SPLICE Software, who are helping retailers, insurance companies, and banks optimize customer communications through the marriage of patent-pending human voice software, and personalized automated messaging systems. We talk about personalisation, how many companies are struggling to get it right and what companies can do to help their customers feel more comfortable with the personalisation and privacy balance. This interview follows on from my recent interview – Opaque and transparent AI

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Opaque and transparent AI and the ethical implications for customer experience – Interview with Rob Walker

Rob Walker's keynote at Pegaworld

Today’s interview is with Dr. Rob Walker, Vice President, Decision Management and Analytics at Pegasystems, a leading provider of software for customer engagement and operational excellence. I had a chance to sit down and chat with Rob when I met up with him at Pegaworld in June. We talk about ethics, artificial intelligence (AI), impact and the balance of the human touch and technology in customer experience. This is the last of three interviews that I conducted at Pegaworld so

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Are behavioral science, customer centricity and customer experience compatible?

Choice

When companies talk about being customer centric, they often talk about putting their customers at the centre of their decision making and only doing things that are in their best interests. However, at the same time, many of those companies will also be leveraging a large number of the powerful insights that are coming out of behavioral science, behavioral economics and behavioral design and will be using them to help design and deliver a customer experience that stands out, attracts

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Learn from brands using behavioral science when designing your B2B UX

UX

This is a guest post from Matt Brown, senior director of digital marketing at Walker Sands Digital, a digital marketing services agency that is part of the award-winning B2B tech PR agency, Walker Sands Communications. How are brands using behavioral science when designing UX? Behavioral science is at the forefront of every market-leading brand today. Be it Uber with constant goal reminders for the company’s drivers, Netflix with its endless queue, or Whole Foods’ placement of fresh produce and flowers

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