This year I had the pleasure of chairing the Customer Engagement Summit, the largest customer experience event in Europe. Follow the link to read my Chair Report with the key highlights from two days spent with inspirational leaders and immersed in insightful presentations.
Increasingly organisations aim to engage their customers and users at a deeper level, by tapping into their emotions and stimulating their senses. Innovative technologies are increasingly helping with this by creating sensorial stimuli to enrich the experience and influence the mind.
Claims are a key moment in the insurance journey and key to customer retention. However, the customer experience is often a chronicle of frustrations and bad endings. How can insurers leverage technology and automation to improve the claims journey and drive loyalty and business value?
Many studies show that customers’ behaviours and decisions are greatly influenced by emotions. However, most organisations are not clear about what their customers’ emotional motivators are and therefore ignore opportunities for strengthening customer engagement.
Generation Z is accelerating us into the Experience Economy. While they expect the ultimate convenience and immediacy offered by the mobile experience, they also value the power of immersive and engaging experiences - even more so than older generations.
AI is currently a topic regularly debated at many decision-makers tables, especially associated with reducing operational costs. But what is AI and how can it transform your customer journey and service model?
People's decisions and behaviours are driven by emotions, but most Voice of the Customer programmes focus only on the transactional aspects of the customer journey, without trying to understand how the customer felt
