Customer Experience
Data, or rather the intelligent exploitation and analysis of customer data, is the basis for optimizing the customer journey. With the proliferation of touch points and fragmented customer journey, it’s increasingly difficult to deliver a smooth, engaging and personalized customer journey and experience.
What can Artificial Intelligence solutions offer to go beyond simple customer journey analysis? With data collection and customer knowledge at the heart of the issue, discover the tools and methodologies that can be used to leverage Data to optimize the customer journey.
How AI Is Transforming Customer Experience: Key Strategies for 2025
AI is redefining customer experience (CX) by enabling hyper-personalized interactions, intelligent automation, and predictive engagement. In 2025, businesses must navigate new challenges—like data privacy, AI governance, and workforce upskilling—to stay ahead. This article explores the key market shifts, regional variations, and actionable strategies to help companies harness AI for smarter, more human-centric CX. The AI impact on CX strategy…
Creating frictionless Customer Experiences with a curated CX ecosystem
Discover how CX leaders can simplify technology choices to create seamless, compliant ecosystems, enhancing customer interactions effectively. What you’ll learn Discover how to build a curated, high-performing CX ecosystem in a complex MarTech landscape of 11,000+ solutions.
CX Orchestration: How Human Operations and Platform Optimization Drive Operational Excellence
A Customer-Centric View From a customer’s perspective, seamless interactions are not just a convenience—they are an expectation. Whether they’re engaging with customer support, making a purchase, or navigating a service, their expectations are clear: they want it to be smooth, efficient, and relevant to their specific needs. Meeting these expectations requires businesses to rethink how they…
The Future of Banking: How Digital Transformation Enhances Customer Experience
In retail banking, customer experience isn’t just important—it’s the competitive edge. Banks are no longer differentiated by their products alone; success now depends on delivering seamless, digital-first experiences that drive customer loyalty. Modern customers expect more than just secure transactions—they demand fast, intuitive, and hyper-personalized interactions across every touchpoint, whether online, via mobile apps, or…
5 Proven Strategies for CX Excellence in Banking
In today’s retail banking environment, excellent customer experience (CX) is no longer optional—it’s a competitive necessity. A 2023 PwC survey found that 86% of customers are willing to pay more for a better banking experience, yet many banks struggle to keep up with evolving expectations. Meanwhile, fintech disruptors and digital-first businesses continue to reshape the…
CX in retail banking: digital transformation as a continuous driver of customer experience practices
Retail banking is at a turning point. Today, customers expect personalized, seamless, and consistent interactions across all channels—whether digital or in-person. At the same time, banks are navigating complex challenges: rapidly changing technologies, growing regulatory demands, and competition from digital-first disruptors. What you’ll learn Why read this ebook? If you’re responsible for enhancing customer experience, driving innovation,…
Customer Data Platform 2024: 5 Trends to Keep in Mind!
In the ever-evolving landscape of customer data management, Customer Data Platforms (CDPs) are poised to experience significant shifts and advancements in 2024. As businesses continue to prioritize data-driven strategies and customer-centric approaches, staying ahead of the curve is essential. Here are five trends to watch for in the world of Customer Data Platform. Estimated reading time: 3…
Transforming Customer Journey Management
The cost to businesses due to disrupted contact centre experiences has reached an unprecedented level. Customers encounter inconsistent interactions, messages, and assistance depending on the communication channels they choose to use. In addition, employees grapple with disjointed data and the challenge of keeping tabs on transitions between voice, chat, email, IVR, bots, websites, mobile apps,…
Customer Data Platform: Setting the strategic foundations for Customer 360° and personalization at scale
Unleash the true potential of your marketing efforts and deliver exceptional customer experiences with the help of a Customer Data Platform (CDP). Seamlessly integrating data from all channels, a CDP ensures consistent and personalized interactions with your customers at every touchpoint. Key benefits of implementing a Customer Data Platform This ebook contains following sections: Take your…
Can you be customer-centric without full visibility of the customer journey?
The challenges facing businesses today in understanding and optimizing customer journeys are significant. With so many channels and touchpoints, it’s easy for blind spots to emerge, leading to lost opportunities, frustrated customers, and lost revenue. This is why customer journey analytics is crucial for companies as it allows them to gain a holistic view of…
Why is UX design so important for your digital products?
The interest of companies in UX Design is growing and becoming necessary for companies. The aim is to constantly improve the relationship between man and machine through interaction. Why is UX Design is so important when we implement a new digital product? Our UX Design Expert, Jérémy Goldyn in our podcast will shed light on…
Customer Experience: a new digital marketing paradigm
Customer Experience has been at the forefront of marketing agencies’ and departments’ discourse for a number of years…and more importantly, a key enabler for the transformation of customer paths and companies’/administrative bodies’ internal processes and organisation. When it comes to business, digital transformation’s reach can be so deep that it warrants the modification of business…
5 new Customer Engagement trends reshaping the Digital landscape
To some extent, our habits and way of living may be changed forever by the pandemic that started in 2020. Nevertheless, the goal of digital marketers has remained the same: providing a consistent customer experience across every channel through every step of the customer’s journey. This new pandemic situation has brought a huge shift in…
Digital Customer Experience with Chatbots
Customers are placing more and more value about their own experience and have higher expectations in terms of availabilities, time to answer, self-service tools and easier messaging conversation solutions. In addition there is an increasing pressure for efficiency for businesses which results with a limited customer service and many new challenges for businesses. To answer…
The 10 golden rules of Total Experience
During the past pandemic, customers all over the world had not much alternatives but to shop online. It is a habit that people will maintain also once life returned to normal. The COVID crisis demonstrated a split in companies and the way they managed this run to digital. We can distinguish already 2 types of…
Is your marketing science?
Is marketing science or art? It seems that the only correct answer to this good old question is “a bit of both”. That being said, its scientific dimension has gained some serious ground over recent years, a fact which the following article explores further… My first job, when I first started working in marketing some 20 years ago, involved conducting market…