Category: Digital Experience

The Automation Paradox

Reading the latest technology news or skimming through this year’s topics for customer service conferences, it’s not difficult to picture a not-so-distant future where customer service jobs will be taken over by robots. According to research, six percent of all US...

Seizing Competitive Advantage Through Tech ‘Easing’ of CX

For any organisation operating in the telecoms sector, seizing competitive advantage is a greater challenge now than ever before. Consumers have an ever-expanding array of choice when it comes to products, and the omnichannel nature of modern shopping means that...

Dangers of a Negative Digital Experience

Social media management platform Lithium Technologies recently commissioned a survey of 2,000 UK consumers to determine how they feel about the myriad of channels available to them when contacting a brand. Here they present what a negative experience can mean...

The Age of the Digital Dinosaur is Over

You’re in business. You’ve been in it long enough…no longer do you have to do quite so much sales and hustling.  While you’re a professional who knows what they are doing, the new world of business can often seem a little trickier...

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...