Category: Digital Experience

Be Positively Disruptive by Uniting Humans With Automation

Organisations are increasingly relying on chatbots for customer service as a way to deflect inbound calls and reduce costs, but Forrester Analytics data shows that consumers aren’t thrilled with this approach.  They found consumers are reluctant to trust a chatbot...

Apps Losing Customers on Path to Purchase

Opportunities to turn app users into paying customers are being missed, a new report has indicated. The findings by mobile attrition and analytics firm AppsFlyer show that marketers are missing their chance when it comes to converting, with the average share...

Automation and the ‘Passenger of the Future’

The global aviation industry is facing many complex challenges – none more pressing than the increasing expectations of customers looking for a personalised travel experience. The internet and social media have given customers direct access to airport and airline staff,...

Reputation in a Noisy World of Endless Choice

The rise of online retail continues to gather pace and consumers are rapidly migrating their spending habits away from brick and mortar to shopping through digital devices. ONS data shows that ecommerce market size reached £137.38bn last year, with 82...

The Attrition Mission: Managing Transient Customers

It’s never been easier or quicker to switch suppliers and service providers, with digital innovation and digital disruptors providing customers with the opportunity to make a change in super-quick time. Such is the freedom of choice and the ease of...

Ready Your Troops for the new Digital Experience War

The old war is ending. A truce has been called in the 20-year battle between marketing and IT for the territory of Digital Experience. Enterprise architects are turning IT departments into business consultancies and marketing now frequently takes on the development...

Improving CX With Chatbots…the Right Way!

If you’ve ever visited a website and been greeted by a human-like pop-up asking “How may I help you?”, you’re not alone. According to Comm100, nearly 50 percent of consumers already engage in automated conversations with chatbots. And, according to...

My Judging Experience? Outstanding!

Hannah Louise Cox is Executive Search Consultant at Douglas Jackson, and earlier this year joined the judging panel at the 2019 UK Digital Experience Awards. Here she tells CXM of her experience, and the benefits of judging at industry awards events such...

Using Biometrics to Improve User Experience

Data-driven analysis has been the cornerstone of our understanding of digital performance, from campaigns and websites, to all the components that contribute to them. Analysis and the production of objective data to demonstrate performance has been one of digital’s greatest...

Is AI the Future of CRM?

There are rare occasions when technology breaks out of the bonds of the geeks in the basement and impinges on the national consciousness. The debate around AI is just one of those occasions. Politicians, business leaders, trade unionists, and media commentators...