CX
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Inside Out: The Service Design Advantage In CX
Organisations today are keenly aware of the importance of improving CX. Yet, many approach this goal with a narrow focus, addressing only the most apparent issues rather than looking at the bigger picture. This limited approach often leads to short-term fixes that don’t yield the desired results. To truly elevate CX, organisations must start with…
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Beyond the Hype: Key Considerations for Effective Digital Transformation
One of the critical themes in contemporary corporate strategy discussions is digital transformation. It involves integrating digital technology comprehensively across a business, fundamentally altering operations and how value is delivered to customers. More than a trend; it’s a competitive imperative in today’s digitally-driven world. However, the simplicity of the term belies the complexity of the…
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How To Prioritise Your Ideas Using A Priority Matrix (With Template)
After a lively brainstorming session, teams often end up with loads of exciting ideas. Now, the big question is: which ideas should we jump on right away, and which ones should we park for a bit? This is where the Priority Matrix comes in, helping us make those decisions a bit easier. The Priority Matrix…
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Tackling Shopping Cart Abandonment: A Customer Experience Perspective
Shopping cart abandonment happens when a potential customer occurs when a potential customer starts the checkout process for an online order but exits before finalising the purchase. Oberlo estimates that about 71.27% of all online shopping carts and baskets are abandoned without completing the process. More often than not, the reasons for abandoning carts point towards a hiccup…
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Six Applications Of Design Thinking For Better Customer Experience
Design Thinking is rooted in empathy and iterative learning, which are essential for businesses to truly understand their customers’ viewpoints. The method guide its users towards making not just small improvements to their existing product or service, but also fundamentally changing how they interact with their users, in this case, their customers. As a design…
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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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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…
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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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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,…