Category: Digital Experience

Consumerisation: Changing the way we Work

The widespread adoption of mobile and cloud technologies are ‘consumerising’ Digital Experience within the enterprise and driving the reinvention of business. Organisations in every sector are benefitting from, and seeking to take advantage of, new technologies and models that were...

UK Digital Experience Awards Finalists Announced

The finalists for the 2018 UK Digital Experience Awards have finally been revealed, and the line-up promises an exciting day of insightful presentations and tough decisions for judges. The UKDXAs are one of the highlights of the Customer Experience calendar, celebrating...

A Third of Digital Marketers Have Lost Sleep Worrying About Competition from Amazon

Over a third (32 percent) of digital marketers admit to losing sleep due to fears about how the competition from Amazon will impact their business over the next 18 months, according to a survey by digital marketing agency Greenlight Digital. In a...

UK Companies Still Struggling to Take Action a Year After WannaCry

One year after WannaCry infected over 200,000 computers in 150 countries globally, 40 percent of respondents say their organisation is more exposed than it was a year ago. The WannaCry ransomware attack that crippled the NHS and infected more than 200,000...

Delivering an Unmatched Customer Experience in the Digital Age

Creating highly engaged customers is forcing companies to provide their customers with a consistent experience whenever and wherever they need it….digitally. Did you know that highly engaged customers buy 90 percent more frequently, spend 60 percent more per purchase, and have...

Look Who’s Talking? Why Brands Must Focus on the E-Commerce Experience Ahead of Voice and Visual Search

Convenience, simplicity, and recommendation has become the maxim for modern consumers. A recent study suggested that global retail e-commerce sales amounted to 2.3 trillion US dollars in 2017, with that figure expected to double by 2021. Additionally, mobile will account...

Customer Service Quality: Are you Overestimating Yours?

Aligning consumer expectations of what constitutes good customer service with what is realistically deliverable has always been a delicate balancing act. But new research, carried out by Arvato in the USA, suggests that the gulf between the two may be...

Humanising the Digital Experience

As Customer Experience become increasingly digital, many businesses will need to overcome a critical flaw in the internet. Left unchecked, this flaw could determine online success or failure. It’s a flaw that is already frustrating a new generation of web...

The Automation Paradox

Reading the latest technology news or skimming through this year’s topics for customer service conferences, it’s not difficult to picture a not-so-distant future where customer service jobs will be taken over by robots. According to research, six percent of all US...

Seizing Competitive Advantage Through Tech ‘Easing’ of CX

For any organisation operating in the telecoms sector, seizing competitive advantage is a greater challenge now than ever before. Consumers have an ever-expanding array of choice when it comes to products, and the omnichannel nature of modern shopping means that...