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Lessons from the 2018 UK Digital Experience Awards: Communication is Everything

 Lisa Garthside is Senior Director of Customer Experience Management at Confirmit, and judged at the 2018 UK Digital Experience Awards.    The longer I work in the Voice of the Customer (VoC) arena, the more I have come to believe in the...

Benefit by Bridging the Digital Skills Gap

The digital world offers opportunities and benefits to all of us as individuals, professionals, and businesses. It connects us, empowers innovation and permeates what seems like every aspect of our lives, yet the demand for digital skills continues to outstrip...

Generation CX: Getting Customer Experience Right for all Ages

Every customer is different – some love exploring new technology, some don’t, and some are indifferent, ready to use it when they need to. This is why taking a one-size-fits-all approach to customer service rarely works. For example, millennials tend...

The Superior Omnichannel Experience

In a constantly connected and mobile society, providing an omnichannel customer service has become indispensable for brands looking to connect with busy customers.  A phone conversation is no longer the only means for customer interaction; customers today communicate via SMS, email, social media...

Spindogs Inspired by Awards Success

Here at digital marketing agency Spindogs, we were extremely excited to have won Silver for Agency of the Year at this year’s UK Employee Experience Awards. This esteemed event recognises and rewards great employment initiatives and celebrates employee practices across many...

World Cup Fever Fired up Online Retail, Report Finds

Football might not have come home after all, but the World Cup added a kick to recent online retail sales, according to a new report. The latest IMRG Capgemini e-Retail Sales Index reveals a 16.9 percent year-on-year (YoY) growth of retail sales in...

Seven Key Principles for Improving Customer Experience

When I tell people that I work as a Customer Experience Consultant, most of them assume it’s just a fancy title for a customer service agent, immediately envisaging call centres and headsets. Whilst Customer Experience does include customer service, it also...

The Customer Journey of a Lifetime

Journeys aren’t about one moment. Take, for instance, holidays. While for most of us, fun starts after check in, the holiday begins long before. From the first flight or hotel search, travellers set off on a path to the main...

2018 UK Digital Experience Awards: Winners Celebrate Success

The winners of the 2018 UK Digital Experience Awards have been revealed at a glittering Finals event in London. Virgin Trains were named Overall Winners at the ceremony, which was held by the banks of the Thames in the Park Plaza...

Shaping the Future: Returning Value Back to Knowledge

The following might be considered a controversial statement, but in true pioneering spirit, the founders of The Future Shapers – the global network of thought-leaders and innovators – want you to hear it anyway: the current news media model is...