Tag: digital experience

Longchamp Ditches Paper Receipts and Unlocks Remarkable Customer Engagement

Affordable luxury brand Longchamp has quietly redefined a long-overlooked part of the in-store experience. By replacing traditional paper and PDF receipts with dynamic, personalised digital alternatives from Yocuda, the brand has turned a functional necessity into a high-performing engagement tool.In...

Capital One makes employee engagement key to CX strategy

Capital One isn’t your usual bank. In fact it doesn’t even think of itself as a bank. It’s more of a technology company that happens to offer banking services. That subtle difference is reflected in its approach to employee and...

Only 15% want fully digital insurance experience. So why are insurers still pushing it?

While much of the insurance industry continues to race toward full automation, a new survey from Insurity reveals that only 15% of consumers actually want a digital-only insurance experience.The 2025 Digital Experience Index reveals a more nuanced picture of what...

Mitsubishi Motors Canada introduces AI-powered assistant

Mitsubishi Motors Canada has revamped its online customer journey with the introduction of an AI-powered Intelligent Companion (IC). The virtual assistant provides prospective buyers of the 2025 Outlander a personalised, interactive, 3D guide to the vehicle’s features. “For us it is...

Oh Polly improves NPS with revamped returns experience

Fashion brand, Oh Polly has boosted its net promoter score (NPS) and cut its cash refunds, by overhauling its returns process. The online retailer started working with Loop Returns in 2023 to transform its returns experience for customers and improve...

91% of consumers are fed up with poor digital experiences

In a digital economy where milliseconds can make or break a sale, most companies are failing the test.Conviva’s 2025 State of Digital Experience Report reveals that 91% of global consumers encountered a poor digital experience in the past year, and...

Everyone’s talking accessibility but who’s actually doing the work?

With just weeks left until the European Accessibility Act (EAA) deadline takes hold, many companies are racing to appear ready. Beneath the surface, most are still flying blind when it comes to delivering truly inclusive digital experiences.That’s the central finding...

The changing face of the cruise liner customer experience

The cruise liner market is back in full swing after the impacts of COVID, uncertain weather and troublesome seas. Passenger numbers reached 31.7 million in 2023, but while the promenade, dining and entertainment decks might look the same, a change...

AI is transforming businesses, but what happens to the CX jobs?

Artificial intelligence is changing the competitive landscape at an unprecedented rate. It’s easy to get the impression that if an organisation isn’t using AI, it is already falling behind. And that may well be true.A survey by Medallia claims that...

Customers are tired of searching: smarter digital experiences are the future of CX

Coveo’s latest report highlights that despite advancements in AI and digital self-service tools, the customer journey is still riddled with friction—especially when finding accurate, relevant information.Based on a survey of 4,000 consumers across the U.S. and U.K., the report highlights...