Lynda Kershaw

Research reveals six common CX failures when handling GDPR information requests

The General Data Protection Regulation (GDPR) was supposed to rebuild trust in the way businesses manage our personal data. That is because the regulation forces organizations to be more open and transparent about what personal data they gather, what they do with it and...

How to handle irrational customers, plus three other tips for improving CX

In case anybody still needs a reason to justify why they care about customer experience (CX), there is plenty of research demonstrating hard business benefits, including increased revenue and profit. A study by PWC, for example, found that 73 percent of consumers rate CX...

Four personalization techniques to help consumers feel less overwhelmed

Research suggests that 46 per cent of consumers now feel overwhelmed by the sheer choice of products and services aimed at them through digital channels. Personalization can help make marketing communication more meaningful and give people a better sense of control by ensuring that...

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