Tag: Customer Journey

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Why employees and customers are the best people to res...

Once an organisation has mapped its customer journey(s) and identified problem areas, it’s tempting for executives to swoop in and start fixing things through existing strategies and age-old processes. For lots of reasons, there might be a better way. The reason change is paramount is because of poor customer...

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Guest blog: Fraud and the insurance customer journey...

Today, identity theft is a continuous threat. And fraud is no longer the domain of the individual; it’s rooms of people, working around the clock, stealing as much money as possible. On the flip-side, we’re all working to give customers great experiences. People expect instant fulfilment with one click....

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Evolving the purchase journey: how can it be improved ...

Technology is having a profound effect on the way customers approach purchases – and one of the principal shifts is in their...

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Customer experience is king – but marketers still stru...

According to data from the recent 2016 Digital Marketer Report customer experience is the main priority for marketers but they are still struggling to take full...

Read More Customer experience is king – but marketers still struggle to understand the needs and wants of their audience
3 ways you can make identity checking customer friendl...

For both security reasons and to meet your Client Due Diligence obligations you need to carry out identity checking on your customers. Processes can be long-winded you may have to ask your customers to complete certain tasks or provide extra information, something they might find intrusive and a hassle....

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The six steps to designing a flexible customer journey...

Goodbye funnels, hello journeys. Traditional customer funnels are fast becoming a thing of the past – outdated by the multi-channel and multi-device nature of modern consumers. Are you up to speed? Is your journey flexible e...

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The true numbers behind personalisation – state of the...

Personalisation is a key technique for making customer journeys more relevant and tailored. In this article Matt Dunn digs into the numbers of personalisation from our recent report - who's personalising what and to what extent? Read on to find...

Read More The true numbers behind personalisation – state of the nation
Customer journey – how intrusive does fraud detection ...

Providing customers with a slick and easy to use experience must be balanced with the need to prevent their details from being unknowingly manipulated by sophisticated...

Read More Customer journey – how intrusive does fraud detection have to be?