Tag: Digital transformation

Forrester research: embracing conversational support is business-critical

After surveying 523 customer support decision-makers, Forrester research found that embracing conversational support is business-critical. This research confirmed the companies that leverage the power of conversational support can successfully drive customer retention. Moreover, they reported an increase in customer satisfaction...

Top reasons why most digital transformations fail

According to a report by McKinsey, companies’ digital transformation and customer interactions have advanced in response to the pandemic by as much as three to four years. Customer experience (CX) leaders have had to keep a real-time pulse on customer...

Could overambitious digital transformation programmes actually damage customer communications?

With the next generation of customers, Gen Z, reaching adulthood and becoming both more financially savvy and economically influential, the pressure on financial services firms to accelerate their digital transformation programmes will only intensify. Ross Kittlety, Head of CCM at Paragon Customer...

How small businesses can compete with big brands using digital channels and live chat

In this article, read how small businesses can compete with big brands and thrive in this overloaded market. The David vs. Goliath fight between small and large businesses has been raging for decades. On the most basic level, large corporations have...

Around 55% of UK adults will prefer digital channels post-pandemic

A heated debate is going on around digitalisation in the last year or so. We’re all speculating about digital trends in 2021 and the future of customer interactions with brands. Will people opt for virtual channels rather than face-to-face communication? According...

How is Covid-19 accelerating digital transformation in the manufacturing sector

Last year, many manufacturers had to completely cease operations and endure forced closures, driving production output to a decline of 6.6% between February and October 2020. Heavy and unforeseen disruptions to the supply chain, along with Brexit, added a further...

Delivering CX and sustainability in communications

Customer experience (CX) and sustainability are agenda-topping priorities for many enterprises today, not least because of their influence on customer acquisition and loyalty. When it comes to customer communications, Lucy Klinkenberg-Matthews, Head of Sustainability for Paragon Customer Communications (PCC), explains...

UserZoom launches the QXscore to holistically measure customer experience

The CXM team took interest in the news of UserZoom launching QXscore, a tool meant to measure the customer experience of digital services and analyse behavioural data. What sparked our interest is the apparent ability of QXscore to gather user...

Changing Email Service Provider (ESP)

Email marketing is known to generate the highest investment return compared to other marketing channels. Still, if businesses want to increase the success of their digital campaigns, they need to use email marketing properly and avoid common pitfalls such as...

Design CX for novice and expert digital users

After a year of dramatic digital acceleration, it is time for companies to seriously reflect on whether their online solutions meet the needs of users across different generations. Due to fluctuating consumer demands in a highly trending e-commerce, the one-size-fits-all...