Category: Digital Experience

Boost your “Digital” CX by bridging the gap between AI and EQ

The modern era of technology and computerisation has made us neglect the human intellect and emotions. AI is evolving – and seemingly unchecked. Its supporters highlight promising advancements in customer service, data processing, and decision-making. On the other hand, detractors are...

Reinventing retail experiences with Conversational AI

Retailers face significant challenges today as they strive to remain competitive. They are grappling with macroeconomic forces such as inflation, labour shortages, rising wages, and the cost-of-living crisis. These pressures are compounded by the decline in brick-and-mortar operations and the...

The impact of social media on sports fandom and fan culture

In 2023, the Cheltenham Leading Jockey competition was one of the most hotly contested battles in recent memory. Fans of horse racing around the world tuned in to watch as the jockeys and horses alike compete for the title of cheltenham leading...

Voice technology can transform customer service in 2023

To date, voicebots have garnered a bad reputation. They’re known for being inaccurate, clunky, and frustrating to operate. Thanks to the low-quality, underperforming voice technology of the last twenty years, customer confidence in automated phone support is low.  However, the underlying...

Using retail advertising to develop a new revenue stream

The great majority of advertisers have started working with retailers over the past year to reach customers. Those who haven’t say they’ll start within the next year. The retail advertising industry is valued at $100 billion globally and it accounts for 18%...

The future of eCommerce: the extended reality (XR) opportunities for retail

High streets, main streets and shopping malls are struggling. That process started a long time before COVID-19 came along. This is leading growing numbers of shoppers and a shifting range of consumer demographics to the popular world of eCommerce.  While online...

Why retailers can’t stop innovating in the first digital cost-of-living crisis

TikTok has seen an exponential growth of users, and increasing interactions between consumers and brands follow naturally. The platform introduced its new social shopping feature, a game changer in eCommerce that has inspired others to follow suit. But innovation is not something...

Comparative usability testing can drastically improve your user experience

Testing your interfaces before they go live is imperative for success. Comparative usability testing is just another tool to guarantee everything runs smoothly during the user experience. There are multiple tests that you can run – all with many benefits...

The 5 trends driving CX tech innovation

Managing the customer experience is challenging and complex. There are multiple channels to manoeuvre; data and functional silos to bridge; and CX tech to orchestrate. Customers and employees are as fickle as they are demanding. Innovation can stall when day-to-day pressures...

How to track your social media to improve your CX efforts

A successful social media strategy can bring huge gains: customers who engage with your brand online spend up to 40% more than those who don’t. Needless to say, a social media presence is essential, regardless of the size of your customer base. Recently, B2B...