Category: Digital Experience

Why retailers can’t stop innovating in the first digital cost-of-living crisis

TikTok has seen an exponential growth of users, and increasing interactions between consumers and brands follow naturally. The platform introduced its new social shopping feature, a game changer in eCommerce that has inspired others to follow suit. But innovation is not something...

Comparative usability testing can drastically improve your user experience

Testing your interfaces before they go live is imperative for success. Comparative usability testing is just another tool to guarantee everything runs smoothly during the user experience. There are multiple tests that you can run – all with many benefits...

The 5 trends driving CX tech innovation

Managing the customer experience is challenging and complex. There are multiple channels to manoeuvre; data and functional silos to bridge; and CX tech to orchestrate. Customers and employees are as fickle as they are demanding. Innovation can stall when day-to-day pressures...

How to track your social media to improve your CX efforts

A successful social media strategy can bring huge gains: customers who engage with your brand online spend up to 40% more than those who don’t. Needless to say, a social media presence is essential, regardless of the size of your customer base. Recently, B2B...

Superior digital customer experience: the ultimate guide

A superior digital customer experience is becoming increasingly valuable in our technologically-advanced world. And it just keeps progressing from there. Long gone are the days where customer interactions only consisted of in-person conversations. Now, digitally advanced interactions are a minimum requirement,...

4 digital trends that will impact the retail industry in 2023

The rise of omnichannel retail has transformed the vertical, with over half of retailers adopting tools that help them sell in more than one channel. In 2023, consumer expectations and in-store and online shopping experiences will continue to evolve. As the following four trends gain...

How have businesses transformed this year?

It’s undeniable that 2022 has been a challenging year for businesses everywhere. The repercussions of COVID-19 and political uncertainty have been key issues over the past 12 months. Unfortunately, experts believe the cost of living will rise further in 2023....

The road to omnichannel approaches, immersive engagement and overcoming agent attrition

As 2022 draws to a close, business leaders and CX professionals will already be working diligently to prepare for the year ahead. In 2023 we expect to see the continued proliferation of new focus areas within the CX industry. Alongside emerging...

2023 look ahead – why AI and workflow automation will be key

As we approach 2023, the Bank of England predicts that the UK faces a ‘very challenging’ two-year recession. For most customers, this will be top-of-mind, with every purchase being carefully considered. Businesses will come under increasing pressure to prove they’re providing value by meeting customers’ needs effectively and immediately.  As if that...

Are pseudo metrics taking over and driving CX strategies?

Tying metrics to system strategy is a loophole in your organisational architecture. The perils of blindly using it can result not only in unaligned digital experiences, but also damage your brand loyalty.  Simply put, metrics are the building blocks to design your strategy....