Customer Experience
-
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…
-
Easy To Use Customer Journey Map Templates (With Examples)
Customer journey maps are a visual representation of the customer’s interaction with your brand from start to finish. These maps serve as a tool to pinpoint areas for improvement at each customer touchpoint, while also assisting teams in the search for effective solutions. In ‘An Easy Guide To Creating Your Customer Journey Map‘, we explained…
-
The Essential Building Blocks Of A Successful CX Strategy
CX stands as a pivotal element for success in today’s marketplace, yet it often doesn’t get the attention it deserves until a problem surfaces, such as a customer complaint. Teams typically find themselves in reactive mode, addressing issues on the fly rather than preemptively. This reactive approach is a stark contrast to the structured and…
-
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.…
-
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…
-
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…
-
What Is The Jobs To Be Done Method (+How To Use It)
The Jobs To Be Done (JTBD) framework represents a unique approach to understanding customer needs and behaviours. Unlike traditional approaches that primarily focus on demographics, JTBD delves deeper into the actual objectives and motivations of customers, providing a more holistic view of what drives their decisions. This method is particularly effective in fostering innovation and…
-
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,…
-
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…