In Practice
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CX Technology Trends To Embrace In 2024
In the past few years, we have witnessed the maturation and widespread adoption of emerging technologies, not only in businesses but also in our everyday lives. This trend to a shift in consumers’ needs and expectations regarding how they prefer to interact with brands. With this rapid disruption, businesses should proactively embrace and integrate these…
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Why GenAI Is The CX Star Of The Year
Taylor Swift may be TIME Person of the Year. But the true luminary of CX in 2023 is, undoubtedly, GenAI. ChatGPT, introduced as an early version of the GPT-3 framework, was initially launched in late 2022. While many lauded it as AI’s ‘iPhone Moment’, others have likened it to the creation of the internet itself.…
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Revealing The Archetype Of A Teenage YouTube User
The jury’s out – YouTube dominates as the most widely used social media platform among American teens, according to the latest survey conducted by the Pew Research Center. 93% of the teens surveyed say they use YouTube, making other platforms including TikTok (63%), Snapchat (60%), Instagram (59%) and (aging giant) Facebook (33%), seem almost niche…
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IDEO Layoffs: Is This The End For Design Thinking?
In the thick of a global reshuffle, global design consulting behemoth IDEO, renowned for its pioneering work in Design Thinking, faces drastic changes. With layoffs and office closures in the horizon, many cannot help but wonder: Is this the beginning of the end for Design Thinking? Layoffs And Restructuring Back in December 2020, IDEO saw a…
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Learnings From Zara: What Happens When Consumer Values Don’t Align
It’s become vital for brands to align their values and marketing strategies with customer expectations. More so now than ever, consumers’ voices are amplified through the use of social media. A negative comment on X (formerly Twitter) can quickly garner widespread attention; a viral TikTok video on a product can lead to a surge in…
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Private Threads: The Evolution Of Customer Service To Direct Messaging
Direct messages (DMs) are becoming the new front line of customer service. Recent data from HubSpot Blog Research has put a spotlight on a compelling trend: a 4% increase in customers turning to DMs for service inquiries in just one year. In 2022, 15% of social media users sent a direct message for customer service,…
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The Practical Magic Of Buy Now Pay Later
It’s official: Buy Now Pay Later (BNPL) is not just having a moment—it’s having a full-on movement. The latest figures from Adobe show that on Cyber Monday (27 November 2023), BNPL didn’t just climb—it soared from $356 million in 2021 to a staggering $940 million in 2023. BNPL usage reached records level on Cyber Monday,…
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Lessons From Luxury Brands: From Shoppers To Loyal Advocates
Luxury brands are raking in millions of dollars every year. The relationship between luxury brands and their customers stems from a deep understanding and trust. These customers seek more than just a high quality product or service; they desire an extraordinary experience. They want to be wowed, feel excited and be valued, and that makes…
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When Stellar UX/UI Don’t Translate to Great Customer Experience
We’ve discussed how even designers have the tendency to conveniently equate good User Experience (UX) and User Interface (UI) with great Customer Experience (CX). In this post, we look at what it is like when that happens- the effect on users when there is a disconnect between UX/UI design and the overarching concept of Customer…