Insights & Updates

Explore fresh perspectives, news, and inspiration from the world of customer communication and engagement.

Why proactive customer communication is essential to the future of the utility industry

Interview with Matt Todd, Account Executive at Wiraya Many companies have been hit by the pandemic and increased churn as a result of poor communication with their existing customers. Taking control of their communication is more vital than ever to retain happy customers. As part of an exciting new concept to share insight and awareness, […]

What to think about before investing in new marketing technology

Interview with Cliff Seal, Principal Designer at Pardot, for the Martech report 2020. Earlier this year we sat down with Cliff Seal to pick his brain on why marketing technology has become such a big trend right now, why people should really care and what to think about before investing in new technology. Cliff is […]

Test yourself! List of customer experience buzzwords and what they really mean

Are you a CX expert? Test your knowledge of the commonly used buzzwords in Customer Experience (CX)! Customer Experience used to just be fancy buzzwords but it has taken the world by storm. We are living in the age of customer focus and let’s face it, without a great customer experience you’re nothing. We have […]

What to think about before adjusting customer communication

Due to the current global situation, business leaders all over the world are currently trying to make sense of these new and strange times. You are probably one of them. A lot of things are uncertain but before turning all plans, customer communication and visions on its head, let’s take a step back and look […]

Energy companies are losing revenue every day, yet it’s totally unnecessary

How do you reduce churn? Did you know that one in four consumers changed their electricity supplier? The real challenge, therefore, is how you reduce churn. So how do you change this trend? Wiraya recently did a study amongst consumers that had left their energy supplier. 65% of respondents said they wouldn’t have left, had […]

Connected drivers: the key to an effective customer lifecycle

Maintaining engaging, fruitful customer relationships in the automotive industry is a challenging, increasingly uphill struggle for today’s car manufacturers. Whether it’s keeping customers on track with finance payments, scheduling repairs, selling (and fitting) new accessories – you name it –, aftermarket offers are usually an afterthought for customers. Of course, every business knows personalising the customer […]

Where does voice communication fit in your marketing stack?

A powerful tool in your customer experience plan Say you have 110 customers. You identify 10 of them as high-value and assign them to a telemarketing service. That leaves 100 customers that need to be activated through marketing automation (email, SMS etc.). Now if your marketing automation converts an average of 3% (benchmark), that leaves […]

How can voice make a serious difference to your customer experience?

How can voice make a serious difference to your customer experience? Let’s face it! Voice calls do not have the best reputation. You might even have had one of those calls before? A robotic voice that doesn’t really make sense. The one that goes on and on before you can take a simple action… It […]

How can you improve your customer retention?

With providers losing 14% of their customers on average YOY. How can you improve your customer retention? Mobile operators are losing massive amounts of customers every year as customers easily switch between different suppliers if they are unsatisfied. Latest figures suggest that on average, 14% of customers are lost each year by operators and it […]

How mature is your organisation in implementing marketing technology? Test yourself!

Marketing managers: Compare your digital maturity with others How can you increase profitability and take the digitalisation to the next level? Wiraya and partners interviewed marketing leaders in Sweden to check their maturity in marketing technology. Among our interviewed, the majority were in two phases, named ‘the seekers’ and ‘the insightful’. Only a few companies […]