Category: Digital Experience

Take a Leap Into the Known: How Brands Can Leverage Data to Provide a Personalised CX

For brands, a huge benefit of a customer’s digital footprint is it provides them with a better understanding of the customer as an individual. The plethora of online user data that brands collate – combined with offline data – is...

0
(0)

Two-Thirds of all Brands’ Online Content ‘Unseen’ by Customers

Over two thirds of all web content published by brands still goes ‘unseen’ by consumers, according to new research. A global study from digital experience analytics firm Contentsquare found that of all the sectors analysed, banking has the highest amount of...

0
(0)

Genesys Aquires nGUVU to Boost Employee Experience Capabilities

Leader in contact centre solutions and cloud CX Genesys and their long-established partner nGUVU have joined forced in strengthening and bettering Genesys’ workforce by implementing gamified solutions such as machine learning and behavioural analytics. Applying gamification to Genesys’ workforce engagement managemenet...

0
(0)

The Challenges of Implementing Chatbots for Customer Service

Technology is consistently progressing through new developments that affect everyday life and business. Customer service has seen the benefits of tech through the implementation of chatbots. But there are also challenges that come with chatbots, even as they change our...

0
(0)

ContactEngine Named in Financial Times 1000 Ranking

UK Customer Experience Award winner ContactEngine has been named as one of Europe’s fastest-growing companies in The Financial Times 1000 ranking.   The rating is the result of a joint project by the Financial Times and Statista, which – now in its fourth...

0
(0)

Adobe Report Links CX Focus to Higher Business Growth

Focusing on Customer Experience directly leads to higher business growth, reveals Adobe’s 2020 Digital Trends.  According to the study, UK brands leading in CX were three times more likely to exceed their 2019 business goals. It was also found that those leading in CX...

0
(0)

AI Could be Failing Your Company’s CX Strategy

Though 80 percent of senior decision makers in the UK rate their customer service as ‘excellent’, their customers aren’t feeling quite the same. Our Freeshworks report The Good, The Bot and The Customer Experience found there is a significant disconnect between what customers...

0
(0)

Confirmit Acquired by Verdane Ahead of Dapresy Merger

Global CX and market research solutions provider Confirmit is set to merge with data visualisation reporting firm Dapresy following Confirmit’s acquisition by North European specialist growth equity investor Verdane. The major investor in Dapresy, Verdane will merge the two companies to create a combination of solutions that “will be...

0
(0)

App Offers Real-Time Solution Service to Customer Issues

A new digital CX service is promising to alert employees and management of potential issues facing their customers as soon as they arise. Finnish tech firm HappyOrNot is integrating ‘Real-time Collaboration’ into its product suite in order to deliver further service...

0
(0)

Earned, not Given: The Secret to Customer Loyalty in the Digital Age

The SAS/Futurum Experience 2030 report has posed an interesting question: what will drive customer loyalty by 2030? The landscape of customer loyalty is changing. Gone are the days where consumers placed blind faith in brands, shopping habitually for their convenience. Empowered...

0
(0)

How IBM Brought Live Data to Life at Wimbledon

2019 was a milestone year for IBM, marking its 30th year as official supplier of information technology and consultant to the All England Club and The Championships, Wimbledon. Wimbledon is the long-standing jewel in the crown of IBM’s live projects. Every...

0
(0)

NEC Birmingham Inviting Toilet Feedback Through App

One of the UK’s most popular conference venues is inviting visitor feedback on toilet cleanliness through an increasingly popular review app. The NEC in Birmingham is now using integrated management tool and review app Cleen, which enables customers and visitors to log reviews...

0
(0)

Echoes of the Future: What Will Alexa’s Next Five Years Look Like?

“It’ll never catch on!” Famous last words; Alexa, which many people dismissed as Amazon’s little pet project, was actually a mark of genius. Just over five years after its initial launch, we’re now 200 million Alexa-enabled devices sold and 90 thousand voice...

0
(0)

Six CX Trends to Spot in 2020

From sustainability and demand for fast, free delivery, to data analytics and artificial intelligence, Customer Experience is shaped by many internal and external forces. We are in an age of vast online choice, rapid price comparisons and supply chain optimisation...

0
(0)

Genesys and Microsoft Expand Partnership for ‘Superior’ new Cloud Service

CX and contact centre software firm Genesys has expanded its partnership with Microsoft for a brand new cloud service promising “superior interactions” for customers. Genesys Engage on Microsoft Azure will be available later this year and will enable firms to achieve...

0
(0)

Digital Employee Gets Lifelike new Avatar

US tech firm IPsoft has unveiled what it claims is the most “advanced digital employee on the market” in the form of an updated avatar that replicates human conversational behavior. The firm’s Amelia digital employee system is already one of the...

0
(0)

Genesys Rebrands Flagship Cloud SaaS

Omnichannel CX and contact centre solutions provider Genesys is rebranding its flagship software as a service (SaaS) offering. The company is changing the name of PureCloud – the world’s leading public cloud contact centre platform – to Genesys Cloud. The move is to reflect the evolution of...

0
(0)

Customer-Centric or ‘Channel-Centric’: Knowing the Difference

With the ongoing advances in digital media, I often see organisations claiming to be “customer-centric”, when in reality they are being channel-centric. In the search for giving the best-in-class Customer Experience, do you understand the difference? With a new decade upon...

0
(0)

Third of Firms Targeted in Cyber Attacks ‘Took no Action’ in 2019

Almost a third of British firms hit by cyber-security attacks last year chose to ignore them, new research has revealed. Thirty-two percent of UK companies said they took “no action” after an online security breach in 2019. despite this type of...

0
(0)

Why Restaurants Must Embrace Personalisation and Serve up the ‘Guest Experience’

Over the past few years, personalisation has emerged as one of the most dominant and prolonged trends in marketing, favoured by both big brands and small brands alike. In fact, you’d be hard pressed to find a marketing team that doesn’t employ some kind...

0
(0)
1 2 3 4 5 39