Category: Digital Experience

Mind the Gap: Identifying the Missing Link at your Contact Centre

Every time someone calls your contact centre for the first time, you know nothing more about them than their phone number. An IVR may help to perform some filtering, but you’re still in the dark with regards to where they came...

Five Tips for a Top Omnichannel Strategy

Let’s talk about unicorns. Yes, that’s correct…unicorns. Or better still… mermaids and centaurs. Or for that matter, omniagents. Yes, omniagents – the most mythical creature of all. That one contact centre agent with the linguistic ability to be a gifted email...

Trust Us: Building Confidence in Human-Like Artificial Intelligence

In the face of an uprising by technologically savvy, nimble upstarts – such as Revolut, Monzo and Deliveroo – which have automation and digital service at their core, more and more businesses are rightly looking to technology to help engage...

E-Commerce Returns: Maximising Customer Satisfaction and Minimising Profit Loss

Online retailing has expanded rapidly; the growth of the internet and advancements in delivery capabilities have seen many small businesses take advantage of this, selling through online marketplaces to maximise their reach. These global marketplaces are predicted to own 39...

Keeping up With Customers’ AI Expectations

Forget keeping up with the Joneses, today it’s all about keeping up with Artificial Intelligence (AI). AI assistants now live in our back pockets, and smart speakers now run our homes. This makes home life simpler and smarter than ever before....

Now it’s Personal: Utilising Personalisation Techniques to Enhance CX

Applying even the most basic psychological principles will tell you increased personalisation is essential for improving Customer Experience. It is a well known fact that people gravitate towards the people, places, and things that resemble themselves. As a result, customers are...

Overcoming the AI Fear Factor

Artificial Intelligence (AI) is a much discussed and debated subject in recent months. From newspapers to world leaders, everyone is talking about what machine intelligence and robotics might do for businesses. With all the buzz it is generating, AI is rapidly...

App-ocalypse: Firms Planning to Ditch Failing Apps

Twenty percent of businesses will have dumped their mobile apps by next year, it has been predicted, as firms move further towards chatbots and artificial intelligence to communicate with customers. Research by Gartner Inc has found that by 2019, 20 percent...

CX Strategies for a Digital-First World

In recent years, there’s been a significant shift in the software industry – applications moving from on-premise deployments to be managed and hosted in the cloud. The implications of this move have caused significant reverberations in the way software organisations operate,...

Up Close and Personal: Customers Increasingly Demanding Personalised Service

Customer expectations are ever-rising, competition is fierce, and retailers’ number one priority at present is improving Customer Experience. A study by Walker revealed that by 2020, Customer Experience will have overtaken both product and price as the key brand differentiator. Customers...