Microservices architecture: maintaining the customer experience
It is likely that all large companies are already utilizing microservices as part of their business strategies. But microservices — small, loosely coupled services that make up a larger application — are essential for businesses of all sizes. Unlike monolithic architectures, which contain all functionality and code within a large and complex application, microservices are discreet pieces of code that …
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What customer experience teams can learn from football – Euros 2020 edition
Excellence in customer experience is built on teamwork and a high degree of collaboration. These are also some of the traits we saw from England in the 2020 UEFA European Football Championship. From the disappointment of ejection by Iceland in the 2016 European Championship, to their most successful tournament in 55 years by reaching the final this year, it was …
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Cementing brand experience gains after a year of transformation
To say customer behavior and expectations have changed significantly as a result of the Covid-19 pandemic risks understates just how dramatic the past year has been. The results from a recent Sitecore survey of thousands of global consumers and marketers show that a revolution is underway in terms of the future of customer experience. Over three quarters (77 percent) of …
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Reliance on data centers: Experience has never mattered more
As a global community, our reliance on technology during the pandemic has brought the data center industry into sharp focus. Today, online services have become as important as major public utilities. We only have to look to the recent Internet outage at cloud service provider, Fastly, to see the chaos that service disruption can cause. Websites such as gov.uk, Amazon …
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Businesses fail to address root issues affecting customer experience
Most businesses have a range of powerful tools at their disposal, but are failing to make use of their full potential to address customer experience challenges, according to software specialists at IFS. Polling more than 1,700 executives and north of 12,000 consumers for its latest paper, IFS found that, while most businesses understand the value of software in improving customer …
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How automation can meet demand for incredible customer experience
It’s not unexpected for employees to have monotonous tasks to complete from time to time. However, research shows that this is becoming a major burden on the working day, with more than 40 percent of employees spending at least a quarter of their time handling manual and repetitive tasks. When those tasks take up too much time or become all …
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Automation enables a much more streamlined remote experience. Here’s how.
Offering remote work to employees is a great way to future-proof your organization and attract the increasing number of candidates who now prefer jobs that allow them to work remotely. While 83 percent of employees say that remote work opportunities make them feel happier at work, 81 percent of them are more likely to recommend their organization to other people …
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Customer experience now a top priority, but progress is slow
Large organizations are well aware of the benefits that come with an improved customer experience (CX), but execution is not as easy as it sounds. These are the conclusions of a new report from cloud computing firm Rackspace, which states that businesses now prioritize CX over areas such as IT security/compliance, IT strategy and digital transformation. According to a poll …
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Customer experience is at a standstill – how can insurers keep it moving?
The insurance sector has historically been made up of a few, very large, companies that controlled a sizeable share of the market. Back in 2014 – five general insurance brokers controlled nearly 75 percent of the market (Statistica, 2014). The insurance sector is also one of the oldest and most traditional and because of that, one of the slowest to …
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If retail’s in-store experience wants a place in the next normal it must look towards omnichannel
Covid-19 has accelerated the dominance of online customer engagement both in practice and in preference. Eerie scenes of empty high streets are the corollary of huge spikes in the number of people transferring much of their consumer behavior online. And this looks likely to be a shift that’s here to stay: for example, ForgeRock research showed that in the UK, …
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