Category: Digital Experience

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...

Marketers: Size Doesn’t Matter!

Marketers must abandon the false belief that less is always more when it comes to email subject lines, according to a study by Persado. In a study of more than 30,000 subject lines from Persado’s content database, there was no perceptible...

Major Airline Aquires SandSIV to Handle Customer Data

CX platform provider SandSIV, has added “one of the world’s largest airlines” to its customer base. The as-yet unnamed carrier joins other business-to-consumer brands in using SandSIV technology as a global hub for Voice of Customer (VoC) intelligence. Airlines have access to...

Converting Customers to Fans

In an age of seemingly endless choice for consumers, the days of being forced to be a ‘loyal’ customer of a certain brand are well and truly over. Where once only a few big names dominated a particular market sector, we...

Click & Collect Pushes Additional In-store Sales

Almost a quarter of European Click & Collect shoppers bought additional items while picking up their item, and there is a significant increase in in-store mobile device usage. The third annual JDA/Centiro Customer Pulse Report Europe 2017, conducted by YouGov, revealed that...

Why Technology Won’t Stop Disrupting Commerce

Imagine walking down the high street of an average city in the UK today, compared to 25 years ago. What’s changed? Well, for starters, some of the best-loved super brands like Woolworths, Blockbuster, and Comet are no longer part of...