Blog
Welcome to our company blog, dedicated to exploring the world of Customer Experience and Trust and Safety issues and insights.
Why startups prefer customer support outsourcing
Customer support at startup companies: issues and challenges The best customer support strategies for startups The role of modern technologies in startup customer support excellence Measuring customer support quality in startups Why and when do startups need to outsource customer support? Tips to choose customer support partner for startup company While startups represent a smaller and distinct category of companies, they share some similarities with well-established enterprises. One of [...]
Why is content moderation important for user-generated campaigns
Contents What is content moderation? The role of Trust and Safety in content moderation Why is content moderation important for user-generated content? Types of content moderation Difference between human and AI-driven content moderation Cultural context in content moderation UGC content moderation best practices Summary Content moderation plays a crucial role in online security governance, helping to protect individuals and groups from exposure to unsuitable, abusive, or deceptive [...]
Customer experience analytics 101: How to have a 360 view of a brand’s CX?
Contents(click to jump to) What is customer experience analytics? Definition and explanation Analytics for customer experience: how does it work? What does the analytical approach in CX bring? What data is used for customer experience analytics? Data privacy and safety compliance during CX analysis Customer experience metrics and major KPIs How to track customer experience state in the company? Practical use cases [...]
All about customer retention + 7 go-to strategies to increase brand loyalty
In the fast-evolving landscape of today’s business world, where numerous brands compete for customer attention, winning over consumers transcends exceptional products and simple purchasing transactions. The leverage lies in establishing lasting connections with buyers, nurturing enduring trust, inspiring their return and fostering a sense of belonging. How to achieve such a holistic relationship and make customers committed brand advocates? Much of this success hinges on the outstanding retention initiative. [...]
Customer Journey Mapping Guide: Creating Impactful Experiences
Customer Journey Mapping (CJM) is a fundamental component of the Customer Experience Management (CXM) framework, vital for planning and optimising the buyer’s entire life cycle. While providing valuable insights into specific touchpoints with consumers, encompassing both traditional and virtual spaces, CJM serves as a starting point for implementing further activities related to boosting shopper experiences. This makes it an essential and invaluable guide for businesses seeking to efficiently foster market [...]
Ensuring children’s online safety: responsibility, best practices and strategies
Children's online safety is paramount and requires strong collaboration from individuals, families, educators, communities, and technology companies. This shared responsibility obliges creating a secure and user-friendly virtual environment that caters to the needs of kids and teenagers across different age groups, cultures, and locations, on various platforms and devices they use daily. Given kids' high activity in the digital space and vulnerability to potential risks, such as cyberbullying, inappropriate content, [...]
Building a CX Powerhouse for the Software Industry Leadership
Building a CX Powerhouse for the Software Industry Leadership A well-designed Customer Experience (CX) strategy is crucial for the success of software businesses in the dynamic market landscape. Excellent products and strong brand awareness efforts cannot always guarantee long-term consumer value. Ensuring outstanding experiences can set IT solutions and services apart, boosting loyalty, trust, and attachment while contributing to sustained prosperity. However, many organisations in the software field face [...]
Player Experience is Everything: 101 Guide for Gaming Companies
Video and online gaming is no longer just about utilising a game for fun and relaxation. It has evolved into a lifestyle that encompasses much more. It is a way to exchange ideas, make lasting friendships, compete, collect rewards, and develop valuable skills beyond the virtual realm. For many players, especially the youngest ones, participating in gaming activities can be a critical differentiator in defining group membership and serving as [...]
Trust and Safety for gaming companies 101: the core concept to learn
The gaming industry is one of the most prospering and significant business segments, generating billions of dollars in revenue annually and attracting numerous active players from all over the world at different ages. While offering immense opportunities for entertainment companies to expand and grow revenue, it poses challenges, such as drawing and retaining loyal users in a crowded marketplace. Besides excellent solutions, immersive and seamless experiences or fancy loyalty programmes, [...]
Tips on balancing automation-driven growth and quality in CX for global e-commerce products
The e-commerce industry has grown immensely in recent years, with automation as a critical driver allowing for its unprecedented and increasing scale. As a result, many regional e-businesses expanded into new markets and reached a broader international audience with comprehensive products, more efficient services, and global delivery. However, with this rapid growth has come the concern about ensuring a relevant quality of Customer Experience at a substantial volume. This article [...]