Category: Digital Experience

The decisions algorithms should never make instead of humans

According to research by the UK non-profit organization ‘Big Brother Watch’, 98% of surveillance cameras matches misidentify innocent people. This research further suggests that black people and women risk being misidentified the most. Let’s be clear, we’re talking about artificial intelligence (AI)...

Online gaming can help improve your CX skills

The allure of video games is escapism, as well as having fun. However, there is a lot more to be gained from tackling virtual worlds be it in 2D, 3D, or VR (virtual reality). That is the skills you can...

What’s the real impact of blockchain on CX?

What is the impact of blockchain on CX? How can blockchains and CX work together to make a better experience for the customers? This article will explain what cryptocurrency, blockchains, NFTs are, and how they can impact the CX industry....

The role of advertising and keeping kids safe on YouTube

The draft of the Government’s Online Safety Bill already receiving criticism for not being robust enough to keep children safe from illegal or harmful content. Coupled with the huge increase in internet and social media use among children, it is...

How retailers can take on the pandemic through mobile apps in 2022

Despite the unpredictability of 2021, forecasts predicted that UK consumers would spend £10bn more on online purchases than the year before. Moreover, a recent survey by Attest, which explores the behaviours of 1,000 working-age UK consumers, suggests buyers will continue...

Deloitte’s predictions 2022: annual global marketing trends report

Following a year and a half of upheaval across the business landscape, the future of marketing and customer experience holds a lot of unknowns. To gain a better understanding of how brands can thrive in an increasingly complex world, Deloitte...

Behavioural analytics: preventing sky-high basket abandonment rates

Basket abandonment costs UK retailers billions of pounds each year – attracting a plethora of solutions that have hitherto struggled to dent the problem. In 2018, Barclaycard estimated the cost at £18bn and the figure is only likely to have...

Why tax could have a huge impact on cross-border customer experience?

Craig Reed, General Manager of Cross-Border at Avalara, discusses some of the ways cross-border tax compliance could impact customer experience over the festive period and how retailers can avoid it happening.  According to eMarketer, global e-commerce had a record year in 2020 by growing 26%...

The growth triple play: winning with creativity, analytics and purpose

As 2021 concludes, there are many reasons for marketers to feel optimistic. Following an uncertain period, it looks as though marketing is regaining its strength as companies seize the opportunity to invest in their brands. According to the Q3 2021...

Technology for humans, not technology or humans: an interview Aimie Chapple

In the last couple of years, we’ve witnessed the acceleration of AI-powered solutions in contact centres. Most of the leaders see this as an opportunity to support contact agents in solving complex issues. Last week, we met with Aimie Chapple, Chief...