Category: Digital Experience

Trust through transparency: how marketers can take advantage of GDPR

The one-year anniversary of the European General Data Protection Regulation (GDPR) is now fast approaching.  Since its introduction in May 2018, we as a nation have become more ‘data aware’ than ever before. The maximum fine for not complying with...

Moving to a Collaborative Unified Communications World: A Migration Strategy for Customer-facing Businesses

Organisations of all shapes and sizes are looking to migrate from traditional PBX telecoms platforms to unified communications (UC) environments, integrating their contact centre for greater collaboration. The market is growing robustly. A recent report by Global Market Insights estimated...

Impersonal Emails are Damaging Customer Loyalty

Bombarding customers with irrelevant marketing messages is costing retailers conversions and customer loyalty, new research warns.  A study of 1,000 UK shoppers by marketing tech firm BounceX found that customers want relevant, timely email communications from retailers. Almost two fifths (37 percent)...

eBay ‘Retail Revival’ Experiment Underway in Wolverhampton

Wolverhampton is the seemingly unlikely “testbed” for a new physical store from eBay, which aims to reinvent the high street. The new concept store recently opened its doors to customers as part of a scheme that seeks to merge online and...

Firms Failing to Turn Customer Centricity Talk Into Action

New research reveals that over 80 percent of businesses are talking about the benefits of a customer-first approach, but few of these are turning talk into action. A global research report from Optimizely that surveyed over 800 purchasing decision-makers from marketing, product...

Five Major Digital Trends of 2019

Each year, analysts predict trends that will determine the course of the advertising, media, and digital industry in the near future. Year after year, we see the same predictions about the importance of video content, new approaches to SEO optimisation,...

Capgemini to Steer EDF Energy CX Transformation

Capgemini, the digital transformation firm behind major wins at the UK Customer and Digital Experience Awards, has signed a contract with EDF Energy to revamp its CX offering. Through its cloud contact centre solutions brand, Odigo, Capgemini will offer a Contact-Center-as-a-Service (CCaaS) solution, as part...

How AI can Help, or Hinder, your Customer Experience

Ask the leadership of any reasonably-sized company what technology they’re looking to implement and they’ll almost invariably mention artificial intelligence (AI). In theory, that’s great, because AI has the potential to fundamentally change the way a businesses operates and creates...

IG Group UK Purchased by Assist Digital

International CX management firm Assist Digital has acquired world-leading consultancy IG Group UK Ltd. In a move which positions the company favourably in the rapidly growing global Digital Transformation market, Assist Digital is looking to widen its skills base and strengthen its...

The Harsh new Rules of Customer Service

Happy customers are returning customers; they are the ones that will leave positive reviews on social media websites and lift a company’s reputation. There is no doubt about it, King Customer is ruling the roost and needs to be courted....