Category: Digital Experience

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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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The Good, the Bot, and the CX: Freshworks Examines AI in new Report

Customer engagement software specialists Freshworks has shed light on how customers interact with AI tech such as chatbots in an insightful new report. In AI in Customer Service: A Survey Report from Europe, responses from 6,000 customers and 800 senior business leaders across the...

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Digital-First Futures Being Driven by Younger Customers, Report Underlines

Companies must provide digital-first omnichannel experiences to meet consumer expectations and effectively compete in the experience economy. That is the key takeaway from the third annual 2019 NICE inContact Customer Experience (CX) Transformation Benchmark report, which details how understanding younger generations’ use of – and...

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Retail and the Data Revolution

What’s really driving the change in how we shop? As we dive head-first into the holiday season, we can expect to see a familiar set of stories about the changing face of the retail industry. Headlines will no doubt focus...

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ContactEngine: Facilitating the Future of Customer Conversations

2019 has proven to be a successful year indeed for the conversational AI experts at ContactEngine, which is leading the vanguard in changing the fundamentals of how 21st-century customers interact with brands. It’s been a year in which their trophy shelf...

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UK Trails Europe on AI Adoption

The UK is trailing behind Europe in customer service as brands race to adopt AI technologies to transform how they engage with customers, according to new research. Customer engagement software firm Freshworks found that just over half (54 percent) of UK...

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Black Friday is Changing – and so Should Your Ecommerce Approach

It might seem counterintuitive to suggest that major retail periods like Black Friday and Cyber Monday would boil down to anything other than price for consumers. But as competition between brands gets tougher and tougher year-on-year, and sales periods start...

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Make it Personal This Festive Season: Overcoming Barriers to Personalisation

With days to go to the annual seasonal sales extravaganza, including Black Friday, the holiday season is well and truly upon us. Like many other consumers, I often start readying my gift shopping lists in the autumn. From my many conversations...

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Blockchain: An Integral Part of the New Digital Economy

When Bitcoin was created it was done to be a seamless payment method – backed up by the blockchain – for cheaper, faster, and safer worldwide peer-to-peer transactions. Even Satoshi Nakamoto probably did not foresee blockchain technology spanning into different...

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