Category: Digital Experience

Web chat: Why it’s becoming the customer channel of choice

Klaas van der Leest, UK Managing Director, discusses the benefits of Web chat and explains how to prepare for the chat revolution According to research by BTi, ‘web chat is climbing the ladder of customer channel preference’ and rapidly contributing to...

How Transformational Outsourcing can provide a new lease of life to contact centres

The past decade has seen a significant shift in organisations’ approach to customer management. Pre financial crunch saw companies aggressively building market share and rapidly deploying voice channels to drive the increasing volumes in customer contact. But over the years,...

How To Use Session Replay to Improve Your Customers’ Website Experience

A recent IMRG Capgemini e-Retail Sales Index showed U.K. online retail sales via smartphones and tablets increased 138 percent in 2013 compared to 2012, with 82 percent of the sales attributable to tablets. This underscores a potentially massive problem for...

Twitter least effective customer service channel for UK brands, according to new study

Eptica research of top 100 companies finds customer experience ‘average’ across web, email and Twitter Reading, 25 March 2014: Many UK companies are still struggling to deliver adequate customer service through the web, email, social media and web chat channels, with...

Social Media – How it can make or break your customer’s experience

Richard McCrossan, Strategic Business Director, Genesys Social Media has provided a huge platform for businesses to promote themselves and chat to their customers, but where does it stand in the world of customer service? We now have the answer. Positive customer service...

Powerful Insights on your Customers can Truly Boost Your Business

Data collection is absolutely essential to the efficient functioning of any website. Methodologies may have changed over time, but the technology is now available to rapidly improve business processes by using real-time data and actionable intelligence to facilitate improved return...

Morrisons customers out-tweet Waitrose for happiness, but Topshop beats them both

Customers have been tweeted Topshop into first place in the latest monthly study into online shopping by SpectrumInsight. February’s statistics reveal that Morrisons is still impressing consumers while Waitrose’s woes, which started during the run-up to Christmas, have continued. The SpectrumInsight study...

Can Morrisons take a slice out of Waitrose’s online market share?

The supermarket giants battled it out during the festive period, but an analysis of customer comments about online deliveries suggest that Morrisons is posing a threat to its Bracknell-based rival, Waitrose.   The northern supermarket’s early foray into online shopping is...

Retailers warned not to sacrifice customer service in the pursuit of new technology



Consumer confidence and spending are on the up, but retailers could be at risk of falling at the first hurdle by failing to keep their IT services in working order, claims the MD of Barron McCann.

 It is fair to say...

Is the UK Public Sector Ready for “Digital By Default”?

A nationwide survey of over 400 public sector decision makers across 328 organisations points to a sector that is looking to go “Digital by Default” in delivering citizen services. Conducted by research company iGov, the survey also found gaps in the...