Category: Digital Experience

A Bank for Life: How UX is Much More Than UI

Banking software expert Dharmesh Mistry is a judge at the upcoming UK Digital Experience Awards, which take place in London on July 12. Here he discusses how customers increasingly judge a bank not by how easy it is to pay...

Digital Transformation: Start with the Customer

Being digital must be more than a simple desire to transform a business from a purely or partially analog concern to one that uses today’s technologies. To become fully digital, leaders must be prepared to turn the business inside out...

Customer Experience 2028: Preparing for the Future

By 2028, the way brands deliver Customer Experience is going to look very different. Support systems, powered by automation and next generation artificial intelligence (AI), will handle repetitive, high volume enquiries, giving consumers the instant, 24-7 customer service they are...

Delivering Digital Excellence

As we approach the finals of the 2018 UK Digital Experience Awards, it’s worth asking what organisations can do to achieve Digital Customer Experience excellence. Already, ‘digital’ permeates virtually every aspect of our personal lives, from social media interactions and online...

Millennials Still Prefer Bricks Over Clicks

The recurring question of whether the high street is dying and clicks have indeed replaced bricks is back in the news with House of Fraser and New Look’s high profile problems – but the largest ever fashion retail survey amongst...

Who are you?: The Questions That Need Answered for Marketing Success

If you are starting out with a new business venture, or even if you are well-established, then before you begin to look into digital marketing you must ask yourself the question: ‘Who are we?’ This is a question that should be...

Revitalising Trust in Marketing

Consumer trust in social media platforms and advertising is at an all-time low. At the same time, influencer and celebrity endorsement are reportedly reaching saturation.  As a result, Trust Marketing, a concept which originated fourteen years ago at MIT, is...

Turn Customers and Staff into Brand Ambassadors and Enhance Digital Experience

Like every other area of technology, social media continues to evolve on an almost permanent basis. In a post-GDPR and post Cambridge Analytica world, where algorithms completely govern what users see online and uber-influencers control the purchasing decisions of millions,...

Back to IoT Basics: Automating Outcomes to Improve CX

The application of IoT (Internet of Things) is booming, with new use cases arising near enough daily, but contrary to its growth, the sector risks inertia if businesses lose sight of the key objectives digitisation was founded upon – improving...

Ryanair: The Battle for the Leisure Traveller

On the face of it, the airline industry is in rude health, but a raft of brands now compete for customer’s attention, spend and data – from traditional high street travel agents, to aggregator sites, to airlines. To claim a greater...