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Communications Governance: The Step that You Can’t Ignore
In the race to meet customers across every new emerging touch point in the name of customer communication management (CCM), businesses can stumble out of the blocks, discovering that they need to walk...
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Multichannel consistency is a must to reach connected consumers
We live in a hyper-connected world where customer expectations just keep multiplying. Digital devices have become essential tools in a consumer’s everyday life. Facebook has 1 billion users. There are...
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Delivering Customer Engagement in the Digital Age – Part 1
The challenge of delivering digital in a large organisation Being big, when small or new is nimble Your local shop or garage can deliver a consistent, personal experience because they have a manageable...
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Delivering Customer Engagement in the Digital Age – Part 3
Optimising Interactions to Deliver Customer Engagement It is now a given that the customer is more informed and in greater control of the buying process – there’s plenty of evidence and research out...
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Delivering Customer Engagement in the Digital Age – Part 4
Customer Journeys – the Long Haul or a Quick Win? For most of the customer experience professionals I have met, understanding customer journeys is a top priority. However it always seems to be an...
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The Customer Engagement Imperative
What are the key customer engagement challenges that many organisations are currently facing? What are the types of business returns that companies across different industries are seeing as they apply...
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Connecting Silos Across the Organisation for Better Customer Engagement
Customers use many channels Today’s customers are so connected, mobile and informed that, by 2020, they will manage 85% of their relationships without ever speaking with an actual human. What does this...
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Omnichannel is Omnipresent: What Retailers Need to Know
If you’ve walked into a shop and checked out something on sale and your first instinct was to pull out your smartphone, you weren’t alone. More customers than ever are consulting mobile devices before...
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