Archives

Personalised User Experience Design: Eight Important Points to Consider

Consumers these days expect a hyper-personalised Digital Experience, from cosmetics and fashion brands to consumer goods, online marketplaces, and even video streaming services. Personalisation has become a focal point for user experience design and, when executed smartly, can be a differentiator for a brand’s Customer Experience. Personalised user...

Revealed: Extent of ‘Ghosting’ in the Workplace

A new survey has revealed the extent of ‘ghosting’ by both employers and employees in the UK. The term refers to the practice of disappearing without contact, and was originally coined to describe dating experiences. However, according to findings from education...

In the Race for Great CX, a Name Means More Than you Might Imagine

Jaap Wilms is an international CX consultant and the founder of Wilms & Co. Here, ahead of his role as a judge at the 2019 International Customer Experience Awards in Amsterdam, he offers insight into why a name can make,...

Ink-redible: Handwritten Letters Return Personal Touch to Communication

A new B2B sales conversion service is bringing back the art of the handwritten letter in a scheme that is proving hugely popular with clients. Conversion optimisation platform ResponseiQ has unveiled Inkdesk, a fully managed service, defining campaigns and crafting handwritten letters along...

Accelerating Revenue With Digital Transformation

The future is upon us, with companies digitalising their contact centres with disruptive technologies, such as Artificial Intelligence (AI) and Robotic Processing Automation (RPA), that are improving the Customer Experience beyond recognition. In the age of Brexit and political and...

Recognition at Work Vital for Employee Retention, Staff Say

The need to praise staff for good work has been highlighted in a new study showing employees would turn down a pay increase in favour of a culture of support. Global employee engagement firm Reward Gateway carried out a survey of UK...

2019 UK Customer Experience Awards: Entry Deadline Approaching

The entry deadline is fast approaching for the 2019 UK Customer Experience Awards, which this year is marking ten years of celebrating the very best CX in Britain. The gala event will take place on October 10 at London’s Wembley Stadium, where...

CIOs Struggle With Tech as CX Pressure Mounts

The vast majority of CIOs find integrating new communications with legacy systems a challenge. That is among the findings in research carried out by global cloud communications software provider, IMImobile, which discovered that 92 percent of CIOs faced this issue. This comes at a...

Points and Plastic Remain Popular, Loyalty Scheme Survey Finds

New research shows that the public appetite for points and plastic is as popular as ever, with the majority of UK customers subscribed to at least one loyalty scheme. According to Hawk Incentives’ The Loyalty Evolution Report – which surveyed 2,500 people across...

Strategic AI Implementation: Crucial for CX Improvement

Artificial Intelligence (AI) plays an important role in Customer Experience, marketing, and personalisation; It has the power to generate predictions about what goods and services customers are likely to want, when the demand will arise or propensity to switch will...