Have you ever signed up for a service where the only option is an automatically renewing subscription? And then found that it’s a bizarrely lengthy process to cancel or pause...

Although most of us think about Christmas a few months beforehand, many retailers start thinking about Christmas at least six months in advance, and this year’s Christmas offering would have...

In our previous article we discussed the importance of a good renewals process and its impact on customer retention rates. There are a number of approaches to driving good CX...

For years now, the convenience and speed of online retail has been blamed for killing off the high street. So how can department stores and other high street retailers harness...

Many businesses invest substantial amounts of time, money and effort into acquiring new customers with a vision that business growth comes from a wider customer base. The renewals process is...

Personalisation is no longer a novelty but an essential. In fact, 63 percent of customers expect personalisation as a standard of service. Customers want personalisation across multiple touchpoints within their...

Living in a digital age, data is an abundant resource, yet remains undervalued and underinvested in. The result of poor management, maintenance and governance of data is severalfold: employees reduce...

No matter how much you think you know about your users, conducting user research is crucial to uncovering valuable insights and aligning your product or service to your user’s needs...

Black Friday this year will look rather different to previously, as retailers grapple with how to respond to reduced store capacity and the subsequent increased online demand. Despite the economic...

You have a backlog of CX improvement initiatives: now what? Prioritising customer experience (CX) initiatives is an age old dilemma for many organisations. Yet now, with the implications of Covid-19,...

Lockdown has accelerated the growth of online shopping. Are you set up to harness this growth and create long-term loyalty? As a follow-up and summary of our two-part podcast on...

Having reflected on what what makes a great online customer experience in part one of this two-part podcast, here we discuss how the browsing experience fits into the end-to-end customer...