Leveraging AI for customer experience is the new battlefield. In today’s competitive landscape, customer experience is the ultimate battleground. AI offers powerful tools to personalise interactions, anticipate customer needs, and deliver exceptional service. Leaders can use AI to tailor marketing messages, create frictionless buying journeys, and proactively address customer concerns before they arise. This topic offers examples and talks about leveraging AI to elevate the customer experience, to build brand loyalty and to gain a significant edge over your competitors.
June 2025
Our recent webinar on ‘The cost of getting customer experience wrong’, brought together industry experts to discuss the critical challenges facing organisations in their quest to deliver exceptional customer experiences. The panel highlighted some stark findings from our recent report, Know me or lose me, which revealed […]
June 2025
Over the past few years, I’ve had many conversations with friends and acquaintances spanning a wide range of industries, including the civil service, agencies, consultancies, and the private sector. Throughout these conversations, the topic of AI has come up time and time again, with work […]
May 2025
The need for inclusive design is more pressing than ever in financial services. Customers expect quality. The regular expects us to evidence it. To build a truly inclusive service and grow customer loyalty, financial organisations must adopt human-centred design, as outlined in the products and […]
May 2025
Today’s customers are sharper, savvier and more selective than ever before. They expect relevance and personalisation, and for those that can’t deliver on a valuable customer experience, the impact on customer retention and churn can be severe. Our latest research shows that a lack of […]
May 2025
Organisations are under growing pressure to deliver IT services that are not only reliable and scalable but also meet increasingly high user expectations. According to a customer support trends 2025 report by Cymphony, 75% of customers expect brands to offer 24/7 support. And nearly half of […]
May 2025
The reorganisation of local government is often seen as a logistical challenge rather than a transformative opportunity. Too often, restructuring efforts focus on administrative efficiency-consolidating multiple authorities into fewer, larger ones-without rethinking the fundamental way services are delivered. In all the chaos of ‘merging’ – […]
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