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Consumer Loyalty 2030

Peter Lavers

In his second blog written as part of the SAS UK Collaborators programme reviewing the SAS / Futurum “Experience 2030” report , Peter Lavers digs deeper into the question regarding what will drive customer loyalty in the future (up to 2030).

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Why treating customers fairly should be a top priority

Peter Lavers

As an independent customer experience expert on the SAS Collaborators Programme, I’m delighted to have my new blog “Why treating customers fairly should be a top priority” published on their EX2030 Blog Hub.

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What Is Unified Customer Experience Management (CXM)?

NobelBiz

Disjointed experiences not only frustrate customers but also hinder businesses from nurturing loyalty and trust. To address and overcome this challenge, many companies have started embracing Unified Customer Experience Management (Unified CXM). CXM has completely revolutionized how brands engage with their customers.

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Artificial Intelligence and Customer Experience: The Beginner’s Guide

JustCall

Using Artificial Intelligence (AI) to improve your customer experience is a benchmark most businesses want to achieve, and probably even surpass today. The North Star for customer-first organizations is building a symbiotic relationship between AI and CX balancing human capabilities and technical skills. billion by 2030.

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Trust is not a binary on/off switch

Peter Lavers

The blog was prompted by the SAS / Futurum “Experience 2030” report that addressed the question of “trust in organizations to protect and not abuse your personal data”. They argue that if it’s a switch then it’s more like a dimmer switch – yes, there’s a definite ‘off’ and ‘fully on’, but there’s also a range in between!

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The Next Normal: The Only Constant is Change Itself

Anexa BPO

There is some good news: in research of nearly 50 GBS organizations, more than 90% report that they had successfully scaled up the remote-delivery model with no loss of productivity or harm to the customer experience. Automation has become a key focus for GBS, with research showing that by 2030 it will likely affect 60% of all jobs.

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Keeping customer experience human in a digital future

Peter Lavers

Top customer experience expert and influencer Peter Lavers has posted a new blog in collaboration with SAS Software UK. It’s entitled Delivering a ‘human’ customer experience in a future that’s increasingly ‘digital’.