Archives

The Customer Journey of a Lifetime

Journeys aren’t about one moment. Take, for instance, holidays. While for most of us, fun starts after check in, the holiday begins long before. From the first flight or hotel search, travellers set off on a path to the main...

2018 UK Digital Experience Awards: Winners Celebrate Success

The winners of the 2018 UK Digital Experience Awards have been revealed at a glittering Finals event in London. Virgin Trains were named Overall Winners at the ceremony, which was held by the banks of the Thames in the Park Plaza...

Shaping the Future: Returning Value Back to Knowledge

The following might be considered a controversial statement, but in true pioneering spirit, the founders of The Future Shapers – the global network of thought-leaders and innovators – want you to hear it anyway: the current news media model is...

All About the End-User

Who isn’t deeply entrenched in the technical details of their app, software system, and SAAS product? We have all marvelled at our own skills in our projects and tasks, but it can be particularly challenging to overcome the technicalities of hooking...

Customers Desire the Human Touch in AI

New research from UK Customer Experience and Digital Experience Award winners Capgemini shows that artificial intelligence is no longer alien to customers, who desire AI to become more ‘human-like’. Capgemini’s Digital Transformation Institute have released a report showing that close to three-quarters (73...

Incorporating Artificial Intelligence in CX

Artificial intelligence (AI) technology presents businesses with an unmissable opportunity to deliver positive digital experiences to their customers, but in order to do so – regardless of sector – organisations must first understand their digital audience and how their digital...

Mobile Retail: Five Tips for Business on the Go

Mobile has evolved for life on the go, making our lives faster, easier and more convenient.  Therefore, retailers’ mobile commerce offering needs to also align to this, aiming to bring relevant and convenient offerings to us, and fast. With nearly a...

A Bank for Life: How UX is Much More Than UI

Banking software expert Dharmesh Mistry is a judge at the upcoming UK Digital Experience Awards, which take place in London on July 12. Here he discusses how customers increasingly judge a bank not by how easy it is to pay...

Ask Ian: Journey Mapping in Your Customer’s Shoes

Customer Experience specialist Ian Golding, author of new book Customer What: The Honest and Practical Guide to Customer Experience, writes for Customer Experience Magazine, offering his expert insight to help businesses improve their CX offering.  To ask Ian a question on how to...

Overcoming the Biggest Hurdle in Mobile Messaging Campaigns

The average response time for a text message is just 90 seconds. Compare that to the average response time for an email, which is 90 minutes, according to CTIA.org. As a marketing professional, this is a powerful statistic and makes adopting...