Archives

Low-Code for High Performance: Uptooling to Create Better Customer Experiences

There has never been a more critical moment to get automation right. As businesses brace for a rough road ahead, simply using technology as a means to streamline manual processes, cut costs and reduce human errors is no longer enough....

Retail Customer Experience: What Will Happen Post Pandemic?

With consumers forced online during the pandemic, the surge in digital traffic and demand across key retail sectors gives a misleading impression that consumers will shift dramatically to buying online post-pandemic. In fact, consumers say they hope to return to...

Maturity Check: Customer Experience in Agile Driven Environment

In this technological environment, everyone would agree that customer experience always has a competitive advantage and is paramount for any organisation to be successful in the marketplace. The seamless availability of data paired with modern and digitalised ways of accessibility has...

Online is the New Normal: Learn how to Thrive in Digital World

The current situation made it inevitable for many organisations to shift their work to home in order to stay operating. From universities transferring to online learning, to restaurants having to offer only online order and delivery, the digital environment has...

High Visibility: The Importance of In-depth Visibility into Customer Complaints for Improved CX

As businesses of all shapes, sizes and scopes find themselves trying to mitigate increasingly transient customer demographics, we’re all having to work harder on our customer retention strategies. More than ever, the emphasis for most businesses has shifted to building...

Gift Cards Overtake Physical Gifts amid UK Lockdown

Gift cards have taken over physical gifts, making up 14 percent of lockdown gifting compared to 12 percent of physical gifts. According to the latest research from The Gift Card &Voucher Association (GCVA) in partnership with Globaldata, among 2,000 UK shoppers,...

Tips for Perfecting Your Virtual Recruitment Process

Hannah Louise Cox is Executive Search Consultant at Douglas Jackson and a Judge at the UK Digital Experience Awards 2020. Read about Hannah’s experience at last year’s UK DXA. Times have certainly changed in these last few months and we are living...

We’ve reached the Age of Customer-Centricity. But what DO customers really want?

The multi-level infrastructure and communications shift, demanded in large part by digitization, has rapidly become a critical issue for Communications Service Providers (CSPs). That’s because, in the telecommunications world, new subscriber growth has slowed and profits have slowly been eroded...

Over Half of UK Customers Dissatisfied with Online Banking Services Since the Lockdown

A new study surveying 2,000 consumers and 500 banks reveals 58 percent of customers were unable to access needed online banking services since lockdown. Many customers felt disappointed by the lack of services from their banks’ and the most common complaint...

CX and COVID-19: Same Game, Different Rules?

The pandemic has dramatically redefined how we live, work, play and interact with each other. Our daily routines, relationships of all stripes, simple indulgences, even our personal hygiene have been upended. No one really knows if this will turn out to...