Category: Digital Experience

Superior digital customer experience: the ultimate guide

A superior digital customer experience is becoming increasingly valuable in our technologically-advanced world. And it just keeps progressing from there. Long gone are the days where customer interactions only consisted of in-person conversations. Now, digitally advanced interactions are a minimum requirement,...

Using text/SMS messages and AI assistance to retain iGaming customers

Most iGaming companies are familiar with the competitive nature of competition and the fickle nature of players. While a good marketing and retention strategy incorporating the paradigms of ESG – Environmental, Social, and Governance – would better solidify the customer...

4 digital trends that will impact the retail industry in 2023

The rise of omnichannel retail has transformed the vertical, with over half of retailers adopting tools that help them sell in more than one channel. In 2023, consumer expectations and in-store and online shopping experiences will continue to evolve. As the following four trends gain...

How will AI predictions impact sales in 2023?

Despite significant gains, emotion AI has yet to “go mainstream”. At least, not in the same ways we’ve seen from other sales innovations – like social CRM and cloud-based CX. That will change in 2023, as more businesses realise value in the...

How have businesses transformed this year?

It’s undeniable that 2022 has been a challenging year for businesses everywhere. The repercussions of COVID-19 and political uncertainty have been key issues over the past 12 months. Unfortunately, experts believe the cost of living will rise further in 2023....

The road to omnichannel approaches, immersive engagement and overcoming agent attrition

As 2022 draws to a close, business leaders and CX professionals will already be working diligently to prepare for the year ahead. In 2023 we expect to see the continued proliferation of new focus areas within the CX industry. Alongside emerging...

2023 look ahead – why AI and workflow automation will be key

As we approach 2023, the Bank of England predicts that the UK faces a ‘very challenging’ two-year recession. For most customers, this will be top-of-mind, with every purchase being carefully considered. Businesses will come under increasing pressure to prove they’re providing value by meeting customers’ needs effectively and immediately.  As if that...

Are pseudo metrics taking over and driving CX strategies?

Tying metrics to system strategy is a loophole in your organisational architecture. The perils of blindly using it can result not only in unaligned digital experiences, but also damage your brand loyalty.  Simply put, metrics are the building blocks to design your strategy....

Putting the ‘eco’ into eCommerce with zero-party data

Sustainability is not just a desirability – it’s now a necessity. Businesses are scouring for ways to reduce their carbon output drastically. With eCommerce, using advanced customer data platforms (CDPs) to collect and manage zero-party data can be the key...

Webex’s guide to conversational messaging can enhance brand interaction

Our world is becoming increasingly digitised by the minute. Organisations that aren’t embarking upon digital transformation will be left behind by consumers. The way we interact with consumers has progressed massively.  Conversational messaging through digital communication channels is on the rise. Are...