Category: Digital Experience

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...

Delivering hyper-personalisation through a CX transformation roadmap

Research from Google has found that people are 40% more likely to spend beyond what they’d planned when they identify the shopping experience as personalised. However, personalisation in a simple sense is no longer enough. Most of us now expect...

Guide for avoiding online shopping scams this Black Friday

As online shopping continues to grow in popularity, brands must respond and ramp up their cybersecurity measures to protect their online consumer base from cyberattacks. Mimecast’s recent Brand Trust Report found that 79% of the respondents have received a phishing email...

Play the game: how gamification can boost customer engagement?

According to the IPC report released in January this year, the 2021 peak holiday season promises an impressive show. With ever-changing customer requirements, not every brand will be able to answer adequately on emerging digital demands and delight their users...

Unlocking the potential of API-driven services

Without the digital capabilities which we all relied on during the pandemic, the effects of COVID-19 on many businesses would have certainly been far more detrimental. Yet beyond the standard online tools and services, there is a huge opportunity for...

CXM and Capita are hosting a webinar about the need to simplify digital self-service

CXM is delighted to announce that we will be hosting a webinar in partnership with Capita, a consulting, transformation, and digital services business. The main topic is the urgent need to simplify digital self-service and create proactive strategies that sustain...