Achieving success at any level of customer experience maturity

Despite the ever-increasing amount of attention being paid to customer experience, particularly in industries like retail, improving customer experience remains a massive untapped opportunity.


Because there’s a major gap between the customer experience consumers expect, and the experience that most brands are capable of delivering. While research tells us that companies are making customer experience a top...

By Mark Smith, 30 January 2018, 0 comments. Categories: Customer Experience.

How can gamification decrease the opportunity cost of onboarding?

Have you ever calculated the cost of an ineffective onboarding process? Or do you think that your company uses its potential to the fullest?

Let us imagine now a different situation. All newcomers are introduced to their workplace so well that they can carry out their tasks effectively right from the very beginning. Knowledge trainings produce sales representatives who offer high customer service right from the start. Employees know details about each product from the portfolio and represent the company and its mission in...

By Comarch, 23 January 2018, 0 comments. Categories: Customer Experience, Gamification.

The top strategies for digital marketing success in 2018

Charming today’s entitled consumers will be the key challenge for marketers next year.

To make inroads, they need to create truly tailor-made experiences and mobile-first engagement and leverage the value of owned channels.  

Mega Trend - Artificial Intelligence

2018 will see artificial intelligence (AI) advance from cutting edge technology to status quo. Built into audience engagement platforms, AI will bring new levels of relevance into automatically delivered content, help marketers to recognise...

Top tips for chatbot adoption

Chatbots are playing an increasingly important role in marketing and customer engagement, with more and more businesses exploring the use of this technology. Indeed, we are witnessing explosive growth in its popularity, with 80% of companies either already using chatbots or planning to implement their use within the next two years.

It's no wonder that the chatbot market is seeing such an impressive growth in value (according to some

By Robin Collyer, 09 January 2018, 0 comments. Categories: Customer Experience.

Consumers value improvements to existing digital products over new experiences

Many brands will be looking to jump on a number of tech bandwagons in 2018, from wowing consumers with VR and AR to increasing the efficiency of their customer service through chatbots.

The thinking here is often that being a forerunner or early adopter of innovative technology can often be a benefit in itself by making a brand appear cutting edge to consumers.

A new survey, carried out by digital agency Code Computerlove, has found that getting on board with new trends is often less important to consumers...

By Colm Hebblethwaite, 08 January 2018, 0 comments. Categories: Customer Experience.

How instant gratification is the key to successful customer engagement

What is the biggest benefit of your application? Why should a customer download it? What is the main reason for not staying at the home screen level and going deeper into the solution? Each product is focused on its main value that may attract the user’s attention, encourage clients to visit the solution and check out all parts thereof. In gamification, the biggest value the user gets is appreciation - for how good they are, for the things they have already achieved within the engagement script or for...

By Comarch, 05 January 2018, 0 comments. Categories: Customer Experience, Gamification.

Five martech lessons from 2017 you need to take into 2018

It’s the time of year when marketers commonly reflect on the past year and gear themselves up for what’s to come in the 12 months.

As we emerge blinking and bleary-eyed from the holiday season into 2018, it’s not just a case of focusing on ‘what’s new’. Part of growing and developing as a business requires an honest analysis of your successes and failures in 2017.

You take forward with you what worked and discard what didn’t.

There are in fact a number of key martech themes from...

Accelerating production — the modern digital marketing challenge

‘Digital’ has provided many large, well-established organisations with challenges as well as opportunities. It’s no secret that organisations aim to innovate, but they often struggle because they are lumbered with legacy technology. The tech that they invested in years ago no longer solves modern-day innovation challenges, which have moved on significantly.

Legacy tech particularly holds back large enterprises, where habits are hard to break, or ‘unlearn’. New businesses on the...

By Sarah Knight, 03 January 2018, 0 comments. Categories: Automation, Customer Experience.

How to cut through the cognitive marketing platform hype to realise success

Consumers are surrounded by artificial intelligence, from the iPhone’s Siri to voice-first user-interface devices such as Amazon’s Echo to the emergence of autonomous vehicles through Google’s Waymo. The same is true for brands, which are bombarded by marketing technology platforms that tout how their latest artificial intelligence capabilities will give brands an edge in the marketplace and, above all, solve their marketing challenges.


By Mark Weidner, 02 January 2018, 0 comments. Categories: Automation, Branding, Customer Experience.

AI, customer service and the CMO

In the space of just days we heard two of the largest digital players make two significant announcements on one key technology: AI. In a show of continued commitment to AI development, Amazon revealed it is to invest $1.5 million in an AI research centre in Germany. Just days before, Google’s DeepMind unveiled the latest incarnation of its AlphaGo super-computer program.

AI has been trialled and deployed in many and varied sectors. Both Amazon and Google, for instance, have market-leading AI smart...

By Jonathan Kaftzan, 22 December 2017, 0 comments. Categories: Customer Experience.