Category: Digital Experience

Top Tips to Refine Your User Experience

In the current climate, it’s critical to provide a positive and engaging experience for your users. Ultimately, brands are competing against each other to retain customers and keep them interested – even in the most turbulent times. Peoples’ behaviours and...

Exclusive research: Understanding the lesser-known benefits of AI

UK and US consumers are starting to recognise the benefits that AI can have for their shopping experiences. But while 74 per cent of UK and 71 per cent of US consumers can recognise one benefit AI presents, such as...

Hey Big Spender: Using data to connect customers to brands

Online retailers today are facing unprecedented challenges and opportunities. To start, today’s consumers are more tech-savvy and less brand loyal than previous generations. Millennials and Generation Z have serious spending power, and retailers can’t afford to ignore the needs of...

The Final Countdown for Retailers

Now that the dust has settled on Black Friday, it’s time to look back and examine how the much-anticipated sales event turned out for digital brands.  With the pandemic restrictions continuing to impact shopper behaviour, it’s important to consider how brands...

Develop Digital Customer Relationships, Not Single Purchases

COVID-19 hasn’t just driven an unprecedented upsurge in web activity; it’s sparked a huge shift towards digital-first living and behaviours that look set to become permanent changes. Alongside record levels of time spent online, the year so far has seen...

Adaptive Applications are Data-Driven

One of the first things people see when they look in my reef tank is an amazing example of a Zoanthid. In other words, a coral carefully curated through years of dedicated attention. They’d see the beauty of a different...

5 Lessons About DX Transformation I Wish I’d Learned Sooner

I recently had the pleasure of judging the UK Digital Experience Awards, in the Analytics and Use of Data category. After the scores had been submitted, the virtual awards ceremony was over, and we’d exited Zoom, I was struck by a...

Thanks to AI, the Era of Supposed ‘Customer Error’ Will Soon Be Over

Not so long ago, keyword queries in search engines were the norm. You don’t know it, but Google and its simple-looking search box played an amazing trick on you. I’m not even sure they knew they were doing it in the...

Creating a new CX strategy: Time to reset

The global pandemic of COVID-19 has forced businesses to change the way they work and operate with employees working from home and unintended consequences that have occurred with supply chains, customers and employees. This requires them to take brave steps...

A New Age of Customer Service? What does Teams mean for the Contact Centre?

The adoption of collaboration tools within many enterprises has created a revolution that’s driving a new age of customer service. This revolution is shifting to an evolution as businesses over the years have looked to extract added value from services such...