Category: Digital Experience

Bridging the empathy gap with customer experience automation 

Without automation, there is much less efficiency, clarity, and speed of service. According to the CXA Impact report, 95% of growing businesses say that automation helped them achieve what they couldn’t on their own. Customer experience automation (CXA) is especially important...

What is the potential value of prompt engineering in CX?

With the development of Open AI’s ChatGPT, the discussion about a new role of ‘prompt engineering’ has started coming up more often. Prompt engineering is a way of communication with the large language model, a relationship between a human and machine...

Video feedback to capture customer’s authenticity and foster human insights  

Over the past few years, the rapid development of AI (artificial intelligence) and deep learning opened a window for new CX technologies. Video feedback has emerged as an automated tool that brands can use to better understand their customers’ emotions...

The impact of Apple’s VR headset on retail: 5 essential factors to consider

Earlier this month, Apple unveiled its new virtual reality (VR) headset, Apple Vision Pro – and it has the potential to change customer experience on many different levels. For retailers, of course, this raises all types of questions. Principally, what does it mean for...

How automation revolutionised customer experience at Virgin Media

Customer service plays a pivotal role in the telecommunications industry. Every interaction, every phone call, every query holds the power to shape a customer’s perception – for better or worse.   And when you have a vast customer base of around 47...

The Gen Z customer experience: Adapting for success in the digital age

As the first wave of 20-something Gen Z customers enter the e-commerce market, organisations find themselves faced with a generation that has never known a world without mobile phones or the Internet. For Gen Z, the digital landscape is not a novelty; it is...

Digital transformation takes flight as millennials jet to the sky

The pandemic brought unprecedented challenges to the travel industry, forcing airlines to navigate through a period of uncertainty and adapt to rapidly changing circumstances. Thus, digital transformation emerged as a vital lifeline, providing innovative solutions to tackle these new challenges. Accordingly, 69 per-cent of travellers who contacted the...

How generative AI will revolutionise the marketing landscape

Unless you’ve been living under a rock, I won’t be the first to tell you that generative AI has arrived, and it has big potential for marketers. However, whilst AI has been a feature in business meetings, analysts’ discussions and industry debates for a while now – and...

Banks can better support vulnerable customers with better UX

In May 2022, the FCA announced that 47% of UK adults showed one or more characteristics of vulnerability. This is up from 46% in February 2020, which equates to an increase of 0.9 million adults from 24.0 million to 24.9 million...

How hospitality leaders should prepare for travel spending spike

The U.S. travel association has estimated travel spending will increase by 48% in 2023, compared to the pandemic low in 2020. And as expected, the year has got off to a strong start. In January, Barclays reported a 66% increase in travel spending compared to 2022, in spite of the cost of living crisis.  One thing is for certain – hospitality...