Category: Digital Experience

Social Media: Brands Must not Underestimate Customer Connection

High street cosmetics mainstay Lush recently raised eyebrows by announcing it was quitting its social media channels in the UK. According to the firm, 16 percent of its social media mentions were negative, a number sure to increase now that the company...

Rise of the Dedicated Digital Experience Teams

Nearly half of brands have introduced a dedicated Digital Experience (DX) team to help shape their Customer Experience and journeys across digital channels. That is the findings in a new report by from experience analytics leader Clicktale. The study, titled Defining Digital...

Unravelling Customer Insight: Five Crucial Questions for Every Investor’s Arsenal

It is clear we are racing head first into a data rich world, meaning businesses cannot afford to mis-manage their customer data. Customer data management is a fundamental part of a company’s marketing strategy, as 83 percent of companies expect...

Uk-Based Geomant Aquires US Firm as Part of ‘Ambitious Growth Strategy’

UK headquartered systems integrator Geomant , which specialises in contact centre technology and digital engagement solutions, has acquired US-based Inova Solutions. Inova, now known as Inova Solutions – a Geomant Company is a global provider of real-time performance management and visual communication...

Five Reasons Your Digital Analytics Strategy is Hindering Your CX

These days, an ever-increasing number of customer interactions are taking place over digital channels and every digital interaction offers an incredible source of customer intelligence for organisations to tap into.  With every digital visit, customers leave a valuable trail of digital...

The Fourth Industrial Revolution and the Path to Digital Transformation

This article was co-authored by Josh Ayres, Head of Emerging Technology at IP Integration.   This week, 5,000 Contact Centre professionals descended on London for the Call and Contact Centre Expo – a two-day, annual event centred around Customer Experience management.  Exhibitor stands and...

Burgers & Shake-ups: Digitising the Drive-Thru

A plan by fast food giant McDonald’s to bring Digital Experience to the drive-thru could be a risk, it has been warned. The company has announced plans to make it’s biggest deal in two decades – the purchase of tech firm...

Fears for ‘Smaller Players’ as EU’s Article 13 Casts Shadow Over Online Landscape

Controversial EU legislation designed to limit the sharing of copyrighted content online could “negatively impact” smaller firms, with some opponents warning it could put them out of business altogether. The Copyright in the Digital Single Market Directive was passed by the...

Does ‘Digital’ Really Exist?

Digital transformation is the latest trend that every organisation, in every sector, wants a piece of. In the customer management industry in particular, ‘digital innovation’, ‘digital transformation’ or ‘going digital’ are key phrases heard on almost a daily basis, with organisations...

Embracing Mobile-First Retail

According to Forrester, over the next five years western European online retail sales will grow at over three times the rate of total retail sales. What’s driving this growth? It comes as no surprise that consumers’ adoption of digital devices,...