How to Translate Data Beyond Insights, Into Action

How to Translate Data Beyond Insights, Into Action

Data collection is no longer an issue thanks to modern advances in the tech stack. However, making use of this data and translating it into action is a big challenge that a lot of organisations are still grappling with. While massive effort is spent in trying to translate this huge amount of data into insight, there is often little capacity left to further convert these insights into tangible operational action. Kshira Saagar, Head of Data Sciences and Analytics at THE ...

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Introducing Empathy: The New Benchmark for Customer Experience

Introducing Empathy: The New Benchmark for Customer Experience

There is a quote by F. Scott Fitzgerald that often comes to mind when I talk to clients about transforming their customer experiences, “The test of a first-rate intelligence is the ability to hold two opposed ideas in mind at the same time and still retain the ability to function.” This is because a first-rate customer experience requires two key elements which may initially appear counter-intuitive; on the one hand highly sophisticated technological automation and on the other highly individual ...

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The Secrets to Zappos’ Insanely Customer Centric Culture

The Secrets to Zappos’ Insanely Customer Centric Culture

Zappos is a company that was built and operates on challenging common wisdom and the status quo. Both Zappos and its parent company, Amazon, are widely regarded as one of the most customer-centric businesses globally. It may seem that it would be easy to act as a customer-advocate in such a customer obsessed environment, but there are strong initiatives in place to ensure that Zappos employees are equipped to understand and serve their customers, without the traditional limitations that organisational ...

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Creating a True Customer-Centric Culture

Creating a True Customer-Centric Culture

An organisation can no longer consider job-done when sales closes a deal. The customer success team needs to ensure the customer is satisfied, that the product or service meets their expectations – and preferably, exceeds their expectations. Businesses need to partner with the customer throughout the buyer-seller relationship. They need to invest in the success of the customer, understanding their business needs and what’s going to drive future success for them – and ensure ongoing satisfaction with the business’s products ...

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Achieving High-Touch Moments in a High-Tech World

Achieving High-Touch Moments in a High-Tech World

Southwest Airlines is the largest low-cost carrier in the world. It’s also regarded by many as the most customer-focussed. Its culture and robust customer experience strategy has kept the brand flying high, raising the bar for other CEM companies around the globe. Heather Figallo is their Senior Director of Innovation, Design & Entrepreneurship and she will be presenting on the Customer Experience Innovation & Tech Fest stage later this year. We caught up with Heather to talk about her CX ...

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