Category: Digital Experience

Develop Digital Customer Relationships, Not Single Purchases

COVID-19 hasn’t just driven an unprecedented upsurge in web activity; it’s sparked a huge shift towards digital-first living and behaviours that look set to become permanent changes. Alongside record levels of time spent online, the year so far has seen...

Adaptive Applications are Data-Driven

One of the first things people see when they look in my reef tank is an amazing example of a Zoanthid. In other words, a coral carefully curated through years of dedicated attention. They’d see the beauty of a different...

5 Lessons About DX Transformation I Wish I’d Learned Sooner

I recently had the pleasure of judging the UK Digital Experience Awards, in the Analytics and Use of Data category. After the scores had been submitted, the virtual awards ceremony was over, and we’d exited Zoom, I was struck by a...

Thanks to AI, the Era of Supposed ‘Customer Error’ Will Soon Be Over

Not so long ago, keyword queries in search engines were the norm. You don’t know it, but Google and its simple-looking search box played an amazing trick on you. I’m not even sure they knew they were doing it in the...

Creating a new CX strategy: Time to reset

The global pandemic of COVID-19 has forced businesses to change the way they work and operate with employees working from home and unintended consequences that have occurred with supply chains, customers and employees. This requires them to take brave steps...

A New Age of Customer Service? What does Teams mean for the Contact Centre?

The adoption of collaboration tools within many enterprises has created a revolution that’s driving a new age of customer service. This revolution is shifting to an evolution as businesses over the years have looked to extract added value from services such...

Using AI to Create a High Definition Customer Experience

In the early two-thousands, I can vividly remember walking into a local electronics store and catching a glimpse of a high definition television for the first time. The quality of the visuals took television to a new level and made...

Digital Services Have Kept Us Functioning, But Balance Remains a Priority

2020 has been a year like no other in recent history. With Covid-19 forcing us to live more of our lives online, organisations have had to transform the delivery of digital services and experiences at an accelerated rate.  For months, online...

The value of shopping experience personalisation

High tech has been forced to integrate at an unprecedented pace – one of the many direct changes coming out of an unpredictable 2020. One of the main requests coming from the customers is shopping experience personalisation. According to a...

Why Cybersecurity Should Be a Boardroom Issue

Cyberattacks are big business for criminals. Which is why, if you sit in a boardroom today, you should be making cyber security your business. It is no longer enough to leave the issue to your IT team. Managers need to understand...