Category: Digital Experience

How have businesses transformed this year?

It’s undeniable that 2022 has been a challenging year for businesses everywhere. The repercussions of COVID-19 and political uncertainty have been key issues over the past 12 months. Unfortunately, experts believe the cost of living will rise further in 2023....

The road to omnichannel approaches, immersive engagement and overcoming agent attrition

As 2022 draws to a close, business leaders and CX professionals will already be working diligently to prepare for the year ahead. In 2023 we expect to see the continued proliferation of new focus areas within the CX industry. Alongside emerging...

2023 look ahead – why AI and workflow automation will be key

As we approach 2023, the Bank of England predicts that the UK faces a ‘very challenging’ two-year recession. For most customers, this will be top-of-mind, with every purchase being carefully considered. Businesses will come under increasing pressure to prove they’re providing value by meeting customers’ needs effectively and immediately.  As if that...

Are pseudo metrics taking over and driving CX strategies?

Tying metrics to system strategy is a loophole in your organisational architecture. The perils of blindly using it can result not only in unaligned digital experiences, but also damage your brand loyalty.  Simply put, metrics are the building blocks to design your strategy....

Putting the ‘eco’ into eCommerce with zero-party data

Sustainability is not just a desirability – it’s now a necessity. Businesses are scouring for ways to reduce their carbon output drastically. With eCommerce, using advanced customer data platforms (CDPs) to collect and manage zero-party data can be the key...

Webex’s guide to conversational messaging can enhance brand interaction

Our world is becoming increasingly digitised by the minute. Organisations that aren’t embarking upon digital transformation will be left behind by consumers. The way we interact with consumers has progressed massively.  Conversational messaging through digital communication channels is on the rise. Are...

How do you know if your digital product launch is a success?

To have a meaningful discussion about measuring success, you need to understand that it will be completely different for each digital product. It’s not possible to perform well and achieve great results if you don’t have a clear view of...

AI implementation: overcoming the barriers to success 

The strategic value of artificial intelligence (AI) is widely recognised by customer experience (CX) leaders worldwide. However, AI implementation in the contact centre appears to have slowed over the last year. Why the disconnect?   Recent Talkdesk research explores why CX leaders...

Building infrastructure for unstructured data analysis with Dmitry Isupov, Co-founder at Chattermill

Today on CX Lore, we talked with Dmitry Isupov – the co-founder at Chattermill. With a background in mathematics and data analysis, Isupov is fantastic to explain the role of a data analyst in CX. We discussed the essential skills...

Harnessing AI for next generation customer experience 

There’s no secret to what consumers want when they interact with brands. That is – convenience and speed. The brands that delight customers are those that have easy, fast, and smart self-service.  Now AI that is purpose-built for customer experience (CX)...