Archives

Why do Airlines get Digital Experience so Wrong? (and how to get it Right)

You’d think it would be easy for airlines to provide a good Customer Experience for those seeking to purchase tickets online or via a mobile device.  After all, every customer follows the same path: insert dates and destination, choose the...

Remote Working: Identifying and Preventing Security Breaches

The workplace has evolved beyond recognition for many people in recent years, with one of the most significant changes being that more and more people are now offered the option of working remotely. This incentive is a result of a...

Insurance Firms Failing to Ensure Digital Experience Satisfaction

Insurers are the least trusted companies in the UK and are unable to answer over half of routine customer questions successfully, according to new research. Digital Experience firm Eptica has released its 2019 Eptica Insurance Digital CX Study, which found that the...

CX Grand Designs: Time for a Refresh?

It’s not long before the winners of the 2019 UK Customer Experience Awards will be unveiled. As one of the judges, Phil Durand (pictured), Director of Customer Experience Management at Confirmit knows that success comes in many forms and that the...

The end of Checking out as a Guest?

Customers have long had the option to ‘checkout as a guest’, offering a frictionless payment that avoids annoying emails or having to remember your password. It also provides browsers, with no intention of sharing their contact information by setting up...

Compliance and Customer Experience: Not a Zero Sum Game

Businesses in regulated markets don’t have to choose between satisfying their customers and regulators, because compliance and CX isn’t a zero sum game. Yet with the right tools and focus, they can do both. Customer expectations are perhaps higher than ever. Conditioned...

Smartphone Shopping Skyrockets: Retailers Warned to Adapt or ‘Disappear’

Customers using smartphones to shop has skyrocketed by 141 percent in 12 months, according to new research. Insights tech firm Feefo has published results of a study that shows the use of laptops and desktop computers has plummeted at the same time...

Aligning the Competing Agendas of Customer Service

It’s time to rethink connected services and the way we interact with our customers. A lot has changed during the last 20 years in the customer service sphere, and it’s vital that companies engaging in it change too – and challenge...

Seven Steps to Solve the Digital Talent Shortage

The talent conversation is a hot one in digital. With the ever-increasing number of tech start-ups, expanding global tech vendors, transformational businesses, and digital agencies, there is a finite number of people with the right skillset at any one time....

How the ‘Hidden Middle’ is Leading Digital Transformation

When it comes to talking about digital transformation or the adoption of technology in business, the focus is most frequently on the challenges that large companies face to adapt, or the opportunities for small businesses to rapidly scale their operations. However,...