Latest customer experience publications

Technology has become a core component of a customer’s experience with an organisation, no matter the vertical market.  As a result, businesses require technology that provides flexibility and security, and that cost effectively allows the organisation to change according to altering customer behaviour.  A recent study, the Nutanix Enterprise Cloud Index 2019, reveals that hybrid cloud is becoming business infrastructure; indeed, hybrid cloud is providing the necessary security and agility that businesses in 2020 require.

Renowned internationally as one of the world’s leading experts on customer experience, consumer behaviour, multichannel operations and e-commerce, Martin Newman is a passionate advocate for customer-centric transformation. This year, he founded the Customer First Group to help drive this transformation with consumer-facing brands.

As part of the business’s launch, a new interactive event – Customer First Live – will enjoy its debut alongside industry favourites eCommerce Expo and Technology for Marketing at London Olympia this September.

AR and VR applications will creep into our everyday lives as part of the fabric of our customer experience, writes Daryn Mason The best customer experiences are often ambient; they just happen without you noticing.  To get this right, organisations need to focus on personalisation and effortless execution. And they need to do this at... Read More

Prioritisation of customer experience is leaving financial firms exposed to systems failures and data breaches Glorious mobile experiences provided by challenger banks such as Monzo have redefined customer expectations and put pressure on incumbent financial firms to improve their outward facing tech. But spending by financial services firms on customer-friendly interfaces is coming at the expense of… Read More