Lynda Kershaw
Six ways to get the most out of the customer self-service habit
If you do something enough times, then it starts to become a habit. And that’s what seems to be happening with digital self-service right now. Having been forced to interact with businesses digitally during the pandemic, many people have decided they quite like it....
7 Ways your IT chief wants your company to improve its customer communications
The pandemic has intensified the shift away from in-person communication and increased the pressure on digital touchpoints. With many face-to-face settings closed and longer wait times in call centers, customers have turned in their droves to websites and other digital channels when they needed...
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...