Archives

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...

Digital Transformation: Start with the Customer

Being digital must be more than a simple desire to transform a business from a purely or partially analog concern to one that uses today’s technologies. To become fully digital, leaders must be prepared to turn the business inside out...

Customer Experience 2028: Preparing for the Future

By 2028, the way brands deliver Customer Experience is going to look very different. Support systems, powered by automation and next generation artificial intelligence (AI), will handle repetitive, high volume enquiries, giving consumers the instant, 24-7 customer service they are...

Delivering Digital Excellence

As we approach the finals of the 2018 UK Digital Experience Awards, it’s worth asking what organisations can do to achieve Digital Customer Experience excellence. Already, ‘digital’ permeates virtually every aspect of our personal lives, from social media interactions and online...

Millennials Still Prefer Bricks Over Clicks

The recurring question of whether the high street is dying and clicks have indeed replaced bricks is back in the news with House of Fraser and New Look’s high profile problems – but the largest ever fashion retail survey amongst...

Customer experience centre: Ten ultimate steps

This is the era of the Customer Experience Centre (CEC). The workplace is changing, and with this change comes opportunity for those who can adapt. Traditional ways of working are being replaced with new, digitally powered, more collaborative ones. Those who...