Category: Digital Experience

Spotlight on the Judges

As part of an occasional feature we focus on Nicky Bramley, Head of Customer Service at Adapt, who is one of the experienced Judges at this year’s Digital Experience Awards. We asked Nicky a few quirky questions to find more...

Engaging with the non-engaged

Engagement, it’s one of the marketing buzzwords du jour but the miss and overuse of it has made marketers lose track of what consumers actually want. Targeting a so called ‘engaged’ audience has become a marketers dream as they are easy...

Is the world turning off its axis?

“The old website makes me want to lose the will to live, none of it as a user experience is joined up”. These were the words used recently to describe Ryanair’s website by none other than Michael O’Leary, Ryanair’s chief....

Customer service must keep a place for paper

You’d think that in today’s customer-focused economy most companies would try to avoid deliberately ignoring customer concerns. Yet a new study from Iron Mountain* reveals that over half (57 per cent) of firms in the UK do exactly that with...

Why great service is part of the DNA for IT Service Provider ‘ramsac’

Surrey based IT solutions provider ramsac, have established themselves as a people driven, business orientated IT business. For the first 10 years of ramsac’s life there was very much a family feeling with no more than 10 people on the...

Customer Experience vs. Customer Engagement

Retaining subscribers in this competitive environment is challenging. Marketing faster network speeds and offering new devices is no longer enough to keep customers on board. Mobile operators adopted Customer Experience Management (CEM) to optimize interactions from the customer’s perspective...

Who are The Inheritors?

Although it’s not exactly as William Golding had originally written in Lord of the Flies, we are all holders of a modern day conch – using it to wield as much power as we possibly can. Every day we spring out of bed and enter...

Could you be an Awards Judge?

Finalists have been announced for the UK Digital Experience Awards 2014 but there is still time to put yourself forward as a judge for the awards. Judging is an opportunity to share your knowledge and experience, and at the same time...

Business leaders feel most threatened by IT hazards

Cyber attacks are continuing to cause the greatest worry for organisations, according to a new report published by the Business Continuity Institute (BCI), in association with British Standards Institute (BSI). IT threats are ranking above other threats such as natural disasters,...

US consumers twice as likely to share a bad service experience than UK counterparts

New research reveals that US consumers are twice as likely to share a bad customer service experience than those in the UK; whereas Brits are more inclined to recommend a company following a positive interaction. Following an inadequate experience, half (49%)...