Category: Digital Experience

The Attrition Mission: Managing Transient Customers

It’s never been easier or quicker to switch suppliers and service providers, with digital innovation and digital disruptors providing customers with the opportunity to make a change in super-quick time. Such is the freedom of choice and the ease of...

Ready Your Troops for the new Digital Experience War

The old war is ending. A truce has been called in the 20-year battle between marketing and IT for the territory of Digital Experience. Enterprise architects are turning IT departments into business consultancies and marketing now frequently takes on the development...

Improving CX With Chatbots…the Right Way!

If you’ve ever visited a website and been greeted by a human-like pop-up asking “How may I help you?”, you’re not alone. According to Comm100, nearly 50 percent of consumers already engage in automated conversations with chatbots. And, according to...

My Judging Experience? Outstanding!

Hannah Louise Cox is Executive Search Consultant at Douglas Jackson, and earlier this year joined the judging panel at the 2019 UK Digital Experience Awards. Here she tells CXM of her experience, and the benefits of judging at industry awards events such...

Using Biometrics to Improve User Experience

Data-driven analysis has been the cornerstone of our understanding of digital performance, from campaigns and websites, to all the components that contribute to them. Analysis and the production of objective data to demonstrate performance has been one of digital’s greatest...

Is AI the Future of CRM?

There are rare occasions when technology breaks out of the bonds of the geeks in the basement and impinges on the national consciousness. The debate around AI is just one of those occasions. Politicians, business leaders, trade unionists, and media commentators...

The Pampered Consumer: Five Key Customer Demands…and how to Meet Them!

Today’s Customer Experience doesn’t begin or end with a visit to a store or a website. Customers shift between channels and devices depending on where they are and what’s convenient for them. In order to offer consumers exactly what they...

Why do Airlines get Digital Experience so Wrong? (and how to get it Right)

You’d think it would be easy for airlines to provide a good Customer Experience for those seeking to purchase tickets online or via a mobile device.  After all, every customer follows the same path: insert dates and destination, choose the...

Insurance Firms Failing to Ensure Digital Experience Satisfaction

Insurers are the least trusted companies in the UK and are unable to answer over half of routine customer questions successfully, according to new research. Digital Experience firm Eptica has released its 2019 Eptica Insurance Digital CX Study, which found that the...

The end of Checking out as a Guest?

Customers have long had the option to ‘checkout as a guest’, offering a frictionless payment that avoids annoying emails or having to remember your password. It also provides browsers, with no intention of sharing their contact information by setting up...