Category: Digital Experience

Digitisation is the CX American Dream

Digitisation is the main Customer Experience priority for US firms, new research has revealed. A report by the National Centre for the Middle Market (NCMM) found that 74 percent of middle market firms surveyed believed digitising CX was essential to growing...

Bank Begins AI Service on App

Bank of Scotland has incorporated AI into its new mobile customer service. A new virtual assistant is being made available for iPhone users who download the bank’s app. The AI bot has been trained to answer common questions from customers, with...

Our Survey Says…

Customers…the lifeblood of any business. We want to know what they want, and how they want it. We need to know their needs, and we like to know their likes. Such valuable data can help us fine-tune our firms to better...

The Changing Complaint Culture

Research has shown that consumers have increasingly lofty expectations in our digital world, and woe betide any organisation that fails to take this on board. Gone are the days when customer dissatisfaction meant a polite letter posted off and eventually forgotten,...

Create Product Photography Customers will Love

As an online business, it’s crucial that your product photographs are outstanding, to encourage browsers to buy. Perceived value of your products and the trustworthiness of your business will often lie in the quality of your web design, which includes high-quality,...

Survey Finds less Than Half of Customers Satisfied with CX

Conduent, a company which helps organisations improve correspondence with their clients, has conducted a Customer Experience study focussing on the UK, Netherlands, Germany, and the US.  They found that 47 percent of customers surveyed are not satisfied with the Customer Experience...

The Technological Touch: Securing the Future of the Call Centre

In an age of self-serve, robotics-driven Customer Experience, many have predicted the demise of the call centre and instead, expounded a vision where 100 percent of customer interactions are self-service and driven by AI. But contrary to what the doomsayers...

British Workers Sceptical of Embracing AI

Anticipation, scepticism, and fear are holding more Brits than Americans back from embracing Artificial Intelligence (AI) in the workplace, according to a new study by CITE Research for SugarCRM. The research on business executives in the US and UK reveals that the...

Pull Up a Virtual Chair at Fashion Week

A front row seat at London Fashion Week is a coveted place most people can only dream of, where celebrities and the fashion elite rub shoulders and get a close-up view of the new season’s trends. While the world’s hottest celebrities...

The Collaborative Approach to Improving Click & Collect

Click & Collect has advanced rapidly to become an essential service for retailers, and its popularity shows no sign of slowing. Analysis by Research and Markets forecasts UK growth of 64 percent between 2016 and 2021, as increasingly time-poor consumers look...