Category: Digital Experience

It’s Time for the Chatbot 2.0

Have you been the victim of chatbot incompetence recently? It typically starts with a specific query that you need help with. You don’t have the time to listen to the contact centre’s hold music, so you turn to the company’s...

Good and Evil: Can AI Tell the Difference? Customers Have Doubts…

The ability of artificial intelligence (AI) to grasp morality and empathy are among concerns expressed by customers when it comes to interacting digitally with brands. The lack of trust in AI has been revealed by Pegasystems Inc. and research firm Savanta, who...

Future of Transport in Digital Age Examined by Atos

New business models for public transport in the UK will result from a digital revolution in the mobility industry, a new report has predicted. Global digital transformation firm Atos has launched its Digital Vision for Mobility report, which sets out how digital technology has...

Prepare for PSD2 Authentication or face ‘Serious Trouble’, Retailers Warned

Retailers are being warned that a lack of preparedness for new EU regulations to prevent online fraud could be costly. The Strong Customer Authentication (SCA) rules will come into force in September as part of the Second Payment Services Directive (PSD2)....

Digital Experience is Key to Customer Loyalty, Research Suggests

Nearly three quarters of marketers and CX professionals (74 percent) are investing in Digital Experience (DX) in an effort to foster long-term loyalty and build better relationships with their customers. Research from experience analytics company Clicktale, which surveyed 200 marketing...

The Super Rise of Instagram

Brands have been urged to pay attention to the rise in popularity of Instagram among consumers noted for being ahead of the curve when it comes to tastes in technology. A survey was carried out at the recent MCM London Comic...

Four Vital Questions on Your Local Digital Strategy

You’ve invested in market research into your customer base and you’ve developed a catchy strapline to lure them in-store with a brand promise. You’ve commissioned some beautiful photography for the national campaign and secured high-value ad placements to engage your...

Warning for Retailers who Neglect Social Media Channels

Retailers are neglecting social media when it comes to customer service, and are not listening to consumers to drive Customer Experience improvements, according to the 2019 Eptica Digital Trust Study. The study found that while retailers successfully answered 59 percent of routine...

Trust through transparency: how marketers can take advantage of GDPR

The one-year anniversary of the European General Data Protection Regulation (GDPR) is now fast approaching.  Since its introduction in May 2018, we as a nation have become more ‘data aware’ than ever before. The maximum fine for not complying with...

Moving to a Collaborative Unified Communications World: A Migration Strategy for Customer-facing Businesses

Organisations of all shapes and sizes are looking to migrate from traditional PBX telecoms platforms to unified communications (UC) environments, integrating their contact centre for greater collaboration. The market is growing robustly. A recent report by Global Market Insights estimated...