Category: Digital Experience

Good Email Practice That Delivers Customer Value

Just a 5 percent increase in customer retention can increase a company’s profitability by 75 percent; and for most marketers, this is not news. Customer experience and loyalty have lately been brought into the epicentre of marketing operations, as the coronavirus...

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One Way to Fix 10 Common Headaches of Digital Transformation

Companies are now under intense pressure to review what they do and how they operate, which for many includes big technology shifts, including, better use of digital channels, automation and cloud technologies. But, there’s a problem. It seems as though many...

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The Role of Voice-enabled Technology in Business Today

We are in the early stages of witnessing the convergence of voice-enabled technology into business. The technology has already entered our households in the last decade of sorts and there is tremendous growth to capitalise on that by several companies with...

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Content: The Cornerstone of Digital Experience

It’s proven that intuitive personalisation deepens customer engagement and improves conversion rates. Therefore, against the background of ever-growing content estates and increasing customer expectations, a robust content strategy is paramount to successfully achieving this level of personalisation. Why the cornerstone? We’ve...

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More than Two-Thirds of Brits Choose Traditional Password as Authentication Method

A new research revealed the majority of UK consumers feel most comfortable using traditional passwords over biometric options. Users are still sticking to tradition despite technology finding its way into people’s lives through their phones and bank accounts. The research conducted by...

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One Size Does Not Fit All: Tips For Improving Digital Customer Experience

Author: Rebecca Brown Moving with the times, innovating or keeping up with the Joneses when it comes to customer experience is never easy. Sometimes it can feel like it’s made even harder by the array of options open to businesses. Being...

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Why Good CX Means Being Fast in the ‘Mobile-First’ World

The rise of mobile as a primary tool for shopping is an inexorable trend – indeed, it is projected that mCommerce will double from 2019–2023 (Eamarketer), ultimately accounting for three-quarters of total e-commerce. In this new ‘mobile-first’ world, speed is...

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Millions in Milliseconds: The Faster the Site, the Bigger the Brands’ Revenue, New Report Reveals

A 0.1 seconds improvement in site speed can lead to 10 percent growth in retail sales, according to new research. The findings of the latest research report ‘Milliseconds make Millions’ reveal the dramatic impact of mobile site speeds on consumers’ willingness...

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Data Maturity: The Key to Overcoming Challenges in Telecoms Industry

The telecoms industry is one of the richest in terms of data, but many are struggling to realise its true value and potential. The very nature of the telecoms industry means that it is a data-rich environment. It, more than almost...

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What the Future Has in Store: The 5 Pillars of the 2020 Retail Reality

The extent of change in the retail industry has been remarkable. People are talking to personal shopping robots, storefronts are morphing to mirror passers-by, and consumers are using hand-held computers to digitally try on clothes from the comfort of their...

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Why Data is (and Always Will be) the Next Big Thing

As we are a few months into a new decade and look back at what we’ve achieved in just 10 years, I’m in awe of how much we’ve managed to accomplish in such a short space of time. Not only has...

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Capita Consulting Partners with OutSystems to Speed Up Digital Transformation

Capita Consulting announces adoption of the OutSystems low-code platform to improve the solutions offered to their government, financial services, healthcare and utilities clients. Low-code software development approach replaces thousands of lines of complex code and allows faster delivery of application, as...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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