CX
Customer personalisation remains challenging
There are numerous reasons why so few shoppers receive meaningful referrals, but perhaps the single biggest one comes down to personalisation, says SAP.
CX
The rapidly evolving nature of customer-centricity
An effective customer focus can be a business differentiator, but the pandemic and the changing attitude of customers means technology is key in meeting customer demands.
CX
Digitising CX will increase customer loyalty
Loyalty is built on repeatedly delivering a good customer experience, which is why digitisation is so important.
CX
Customers are all riding out the same storm in different boats
Listening with empathy will let companies provide products, services and – most importantly – experiences that genuinely serve customers' needs.