Can emotional intelligence improve your customer communications?
Emotional intelligence is prized by business leaders. But can it improve your customer communications?
Knowledge Base
Sharing our expertise, and insights into the world of Customer Experience.
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Do bad customers deserve the same attention as good customers?
Should you segment customers according to their value?
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What do your customers really care about?
There’s nothing better than knowing what your customers care about - but what are the issues that most concern them? What do customers want? And what do they hate?
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How might customer communications change in 2019?
More video, greater bandwidth and chatbots will influence customer communications in 2019.
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How to destroy your customer experience in six simple steps
Follow these simple steps to damage your customer experience and send customers running for your competitors.
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Understanding the Gartner Magic Quadrant for customer communications management software
What is the Gartner Magic Quadrant? And how can it help you evaluate customer communications management (CCM) software?
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Statistics that prove customer experience (CX) can boost your business
The research results are clear: optimising the customer experience delivers a host of business benefits.
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Barriers to digital transformation - and how to overcome them
Few organisations are truly digital. So what's stopping you from transforming your business?
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Dynamic creative optimisation for customer communications
Your customer communications can dynamically change according to your customer data - just like your programmatic ads.