From omnichannel shopping to brand switching, the pandemic has accelerated some key trends in consumer behaviour. It has also profoundly altered customers’ perceptions and beliefs about the companies that serve them. Four key trends in customer behavior As an organization that specializes in Total Experience Management (TMX), at Alida, we wanted to take a closer look at what has changed, and
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It takes a data-led culture to meet escalating consumer demands for what we want, when we want it. Researchers and customer experience (CX) experts from two market leaders in ANZ recently shared how organizations can overcome challenges to meet customer hopes, wants, and needs in the face of unrelenting market disruption. Here are excerpts from their conversation, which was part of a
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B2B customer experience metrics maturity is about embedding automatic CX excellence as a way of life in your company. In human maturity, the ability to rise to any occasion and to toggle seamlessly to what’s most appropriate in any situation is deemed ideal. What customer experience metrics can empower your company to live this way? NPS® and customer effort scores
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