Customer experience

Closeup of hand holding a smartphone. Photo by Rodion Kutsaiev on Unsplash

Essential customer experience insights from Q3 2023

By Bill Clark / November 2, 2023

1. McKinsey: Customer experience increases total shareholder return Research by consulting firm McKinsey with 8,500 insurance customers in North America found that customer experience is a strong driver of financial…

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Image of a robot behind a shop counter assisting a customer, created by Microsoft Bing Image Creator AI tool

Essential customer experience insights from Q1 23

By Aled Herbert / May 15, 2023

1. Almost half of customers would pay more for great service: ACA Study The 2023 ACA Study: Achieving Customer Amazement report surveyed 1,000 US residents from Gen Z to Millennials…

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Brand design project with colour palettes

How to involve a content agency in your website redesign. And how not to.

By Aled Herbert / February 14, 2023

There’s a broad spectrum of engagement possibilities for content agencies on website projects. And (spoiler alert) we can add value at any point. Let’s look at how things play out.…

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Customer making a purchase using a payment card.

Essential customer experience insights from Q4 2022

By Aled Herbert / January 24, 2023

1. How to recover trust following a brand calamity Sometimes, brands let their customers down. The question is how you recover trust afterwards. Forbes takes a look at the lessons…

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