Category: Digital Experience

The evolution of social media

The evolution of social media has created a new way for people to communicate, not only with each other, but with organisations and brands. Today’s customers expect to access customer service through social media channels, and organisations worldwide are working...

Time to chat: How to capture value in the next generation of web chat

Dave Pattman, Solutions Director for leading customer experience provider Webhelp UK, argues web chat needs to be done carefully or bad things can happen… As people increasingly prefer the speed and ease of online interaction, web chat has rapidly become a...

Better engaging users with 2-way SMS

As 93% of the UK’s population own a mobile phone and are able to receive text messages, it’s no wonder SMS messaging is one of the most important mobile marketing channels available today. A widespread and far-reaching technology, SMS has...

APS Group delivers digital display for Virgin Money

Marketing communications company APS Group has been selected by Virgin Money to deliver digital displays for its latest Customer Lounge, launched in Glasgow in July 2014. Digital screens will be used on windows and in-store to provide customers with information...

Building an effective multi-screen customer engagement strategy

Marije Gould, Vice President of Marketing EMEA, Verint Systems Consumers today are engaging with brands and processing content in more varied ways than ever before, largely due to the “multi-device phenomenon” we have seen developing in recent years. Typically when we watch TV,...

The New Age of Polarised Customer Service

Jeremy Payne, International Group Marketing Director, Enghouse Interactive We are entering a new age of customer service, characterised by a stark generational divide in consumer likes and dislikes. In a survey we recently carried out, which polled the views of more than...

How using customer feedback is helping SSP to listen and delight customers across the globe

SSP, the leading operator of food and beverage outlets in travel locations worldwide, are using real-time customer feedback to delight customers and drive the future of their business, thanks to Voice of the Customer specialist eDigitalResearch. Having launched their bespoke eDigitalResearch...

You and yours on social media

Image courtesy of Flickr, Jason Howie A rich and reactive arena, social media has become a ubiquitous presence in recent years, encompassing in its various guises our personal, professional, and digital lives. For businesses, it may seem like an impossible gift:...

A New Digital Age and Creating Value for Customers

Elliot Howard of financial IT leader Sopra Banking Software explains why we need to develop a culture of ‘customer curiosity’ In 1979, innovator Michael Aldrich coined the term ‘online shopping’ – and we’ve been busy buying products and services in cyberspace...

The seven routes to make call routing a success

There is not just one correct routing strategy, and even within a specific company there may be several different routing strategies that can be harmonised to provide the best experience for customers. Call routing can make or break your business....