Category: Digital Experience

Is 2015 The Year Retail Makes Multi-Channel Finally Deliver?

Switched-on retailers and e-tailers alike are finally making multi-channel service delivery the reality it’s needed to be for some time, says Paul Sweeney of contact centre tech leader VoiceSage An ability to deliver true multi-channel service to customers has been a...

Half of consumers will order Christmas gifts online just days before the 25th

Almost half (47%) of consumers will order gifts online this Christmas with less than a week until the big day itself, according to the latest eCustomerServiceIndex results from eDigitalResearch and IMRG. The results mark the need for retailers and couriers...

Customers demand more insightful chat: So Let’s Get Smarter!

Nick Mitchell takes a look at customer service and sales engagement; especially the trend to reduce customer effort to improve brand loyalty with online chat services. During 2014 customer experience research company tlf conducted a survey on behalf of [24]7 that...

Time to chat: How to capture value in the next generation of web chat

Dave Pattman, Solutions Director for leading customer experience provider Webhelp UK, argues web chat needs to be done carefully or bad things can happen… As people increasingly prefer the speed and ease of online interaction, web chat has rapidly become a...

Better engaging users with 2-way SMS

As 93% of the UK’s population own a mobile phone and are able to receive text messages, it’s no wonder SMS messaging is one of the most important mobile marketing channels available today. A widespread and far-reaching technology, SMS has...

APS Group delivers digital display for Virgin Money

Marketing communications company APS Group has been selected by Virgin Money to deliver digital displays for its latest Customer Lounge, launched in Glasgow in July 2014. Digital screens will be used on windows and in-store to provide customers with information...

Building an effective multi-screen customer engagement strategy

Marije Gould, Vice President of Marketing EMEA, Verint Systems Consumers today are engaging with brands and processing content in more varied ways than ever before, largely due to the “multi-device phenomenon” we have seen developing in recent years. Typically when we watch TV,...

The New Age of Polarised Customer Service

Jeremy Payne, International Group Marketing Director, Enghouse Interactive We are entering a new age of customer service, characterised by a stark generational divide in consumer likes and dislikes. In a survey we recently carried out, which polled the views of more than...

The evolution of social media

The evolution of social media has created a new way for people to communicate, not only with each other, but with organisations and brands. Today’s customers expect to access customer service through social media channels, and organisations worldwide are working...

How using customer feedback is helping SSP to listen and delight customers across the globe

SSP, the leading operator of food and beverage outlets in travel locations worldwide, are using real-time customer feedback to delight customers and drive the future of their business, thanks to Voice of the Customer specialist eDigitalResearch. Having launched their bespoke eDigitalResearch...