Getting personalisation right
Digitisation offers great opportunities to personalise customer experiences – but companies need to understand the nuances to achieve good results. Watermark Consulting’s 2014 Customer Experience ROI Study confirms what marketers have always instinctively...Mind the customer engagement gap
The balance of information between businesses and their customers has shifted radically. From buying decisions to service, the customer is now in the driver’s seat. Companies across industries – from retail to consumer goods to utilities to financial services...Becoming customer-centric in the digital era
The power pendulum has swung in favour of the customer in the mobile-first, cloud-first world, in which consumers are always connected to the internet and their spheres of influence. Customers do their own research and question their peers to make buying decisions...The customer experience is a journey
Customers are the lifeblood of any business, and many organisations have become exceptionally good at creating excellent individual engagements and interactions with their customers, says Shailendra Singh, business director of Africa Region, South Africa, Wipro. However, in today’s socially connected, “always-on” world, the customer experience is no longer about isolated incidents.