Category: Digital Experience

IT vs Marketing compromising user experience decisions

The split between IT, marketing and customer-facing roles continues to rear its ugly head. Stats from Storyblok show that only 30% of IT leaders involve their marketing teams in user experience decisions. Those choices impact the customer experience, resulting in...

Call centre agents: Saving lives and building careers, busting contact centre myths

There’s a common image of a call centre as battery a farm for overworked keen young things, following the scripts to earn a modest crust. That image may include fielding hundreds of phone enquiries each day, dealing with difficult issues,...

Good digital experience is in the details. Here’s what they are

While we’ve become accustomed to major technological advancements like social media and mobile technology, this year’s findings of the Insights Report 2025 Digital Experience Benchmarks by Contentquare reveal that it’s the smaller, often overlooked shifts that are reshaping how businesses...

Greek airline Aegean goes AI cloud-hopping for first-class CX

Flying over 16 million passengers each year, Aegean is an airline on the way up. It brought itself out of Greek state ownership in 2023 and is expanding aggressively. Aegean has 8 Airbus A321 neo aircraft on order, plus new...

Adobe paints a new canvas for customer experience with AI

At the Adobe Summit, Adobe unveiled tools designed to enhance customer experiences through AI-driven personalisation and seamless engagement across all touchpoints. “Delivering a unified customer experience requires a much more agile and streamlined operation that solves real customer pain points,...

Gen Alpha is already running the show. And marketers need to catch up

Move over, Millennials and Gen Z, there’s a new generation in charge. According to Razorfish’s latest research, Gen Alpha isn’t just growing up; they’re growing into household decision-makers. From choosing the family car to influencing grocery runs, these digital-savvy kids...

Intercom’s Fin voice AI agent heralds the end of support hold music

As a consumer, it is scary and annoying that I can call a technologically literate, often multi-billion dollar, business and have my ears wounded by crackly hold music. Worse, the kind that loops every 30 seconds for 10 minutes, before...

What are the key success factors of unified commerce for retailers?

New Manhattan Associates report closely examines 220 North American retailers and dives into over 300 capabilities across four key areas: shopping, checkout, fulfilment, and service, to understand what is driving success in unified commerce. Only 5% of these retailers scored Leader...

Invoca’s Adobe integration bridges digital and offline sales

Invoca has launched an AI-powered integration with Adobe Experience Platform (AEP), bringing real-time conversational data into the omnichannel mix. This integration allows brands to track not just clicks and online behaviour but also the critical moments when customers pick up...

Report: The AI clock is ticking, two years for revenue boosts, or else!

The huge number of AI features for business software and services puts pressure on executives and managers to deliver results, now. Insights from Conga’s latest research report shows executives could benefit most from AI and automation, but those who don’t...