Category: Digital Experience

Taking Flight: Delivering Proactive Customer Service on Social Media

Adopting a proactive approach is key to meeting increasing consumer expectations when it comes to customer service. Debbie Nolan, Business Development Director, CRM and Public Sector, at arvato UK and Ireland, looks at the success of Schiphol airport’s social media...

CXM Interview with Jeb Dasteel from Oracle: Providing the Accelerated Buying Experience

As part of our CXM Interview Series, our Editor-in-Chief, Marija Pavlović, talked with Jeb Dasteel, Senior Vice President and Chief Customer Officer at Oracle about the importance of customer success and employee satisfaction for the effective customer experience strategy.   Q: Hello...

Prepare to Be Reviewed

Consumers are more in control of their relationships with brands than they’ve ever been. Not only can they dictate how, when and where they communicate with companies, they also have a considerable amount of influence over the public perceptions of...

How to Avoid the Disastrous Customer Experience Side-Effects of Going Viral

Sometimes they say: “You’re so handsome Ryan, but that is a good problem to have & we’ll address it then!” OK, maybe I made up the former statement, but the latter is true. I’ve encountered this a few times in the...

Unicorns in the UK: Is the UK the New Home of Billion-Dollar Digital Businesses?

The number of potential ‘unicorn’ companies emerging in the North West of England continues to grow, and experts predict that the government’s Northern Powerhouse plans could make the region an even more attractive proposition for digital entrepreneurs. A study by international...

Brave New World: Four Ways to Tackle Ad Blocking in the Age of Consumer Choice

If 2015 was the year ad blocking got its foothold, 2016 is looking like the year everybody’s taking advantage of the technology. Barely a week goes by without a fresh news cycle about the challenges posed to the media and...

Luxury Brands’ Email Marketing is “not Luxurious Enough”

Customers demand a more personalised and targeted email from luxury brands The Dawn of Luxury CRM: Email do’s and don’ts study which was produced by customer engagement specialists ContactLab in conjunction with Exane BNP Paribas, revealed how luxury brands can better...

Almost Half of All UK Ecommerce Transactions Now Take Place on Mobile

Criteo, the performance marketing technology company, today reveals that almost half (48.9 percent) of all UK eCommerce transactions now take place on mobile devices, up six percent year-on-year. Criteo’s new UK mobile commerce findings – part of the company’s study of...

10+ Digital Customer Experience Insights from Industry Leaders

For many what I’ve described may be called an omni-channel strategy – I just call it “how to run a modern business that will still be around in 5 years” Martin Dowson, Customer Led Design, ROYAL BANK OF SCOTLAND Question 1: 1. How...

The Customer Evolution: the Nature of Business-Consumer Relationship Today

In a recent study, Britons made 52 million complaints about poor service and faulty products last year. According to the Ombudsman Services Consumer Action Monitor Report, the number of complaints in the UK has risen 37 per cent since the...