Blog Squad

How can customer centricity truly become a reality in 2019?

2019 will be the year that marketers focus on enabling journeys, not dictating them, in order to bring customer centricity to the fore Less talk, more action in 2019 2018 was the year the Marketing and CX communities talked extensively about the importance of putting the customer first. 2019 will be the year that this […]

Top 5 CX habits for 2019: Start as you mean to go on

By Claire Sporton, SVP, Customer Experience Innovation, Confirmit Happy New Year! Hopefully everyone has welcomed in 2019 in style and recovered from the celebrations. It’s back to reality now team, and I for one want to make 2019 the year that customer experience (CX) really moved forward. 2018 was a perfectly adequate year for CX, […]

The human element of customer experience

In 2011, Gartner predicted that by 2020 85% of customer relationships would be managed without the involvement of human interaction. Seven years later, that prediction is becoming a reality. Today, technology has drastically redefined how brands deliver customer experience. Omnichannel customer service is considered best practice, artificial intelligence (AI) and machine learning (ML) tools are […]

Keeping food retailing fresh: 4 learnings for UK supermarkets from China

By Hannah Rapley, Associate at Prophet With the retail industry shifting beneath their feet, the UK’s four largest grocers have some bold moves to make in order to maintain relevance with consumers. The results of this year’s Prophet Brand Relevance Index (BRI), which speaks directly to consumers to understand which brands they find indispensable to […]

CX habits: Out with the old, in with the new

By Claire Sporton, SVP, Customer Experience Innovation, Confirmit Did you stick to your 2018 new year’s resolutions? Did you actually use the gym membership? Learn to speak Italian? Start your own organic hand-woven yoghurt business in Aberystwyth? No, probably not. No matter, though, we’re at that time of year again where we start pondering the […]

The customer data imperative: Turning insights into action

In today’s digital age, customers are increasingly in control and they demand an end-to-end experience that is tailored to their needs, delivered on the channels of their choosing, and at times that are convenient to them. As such, disconnected brand experiences across channels can have a negative impact on conversion rates. As a consumer, I’ve […]