Category: Digital Experience

Look Who’s Talking? Why Brands Must Focus on the E-Commerce Experience Ahead of Voice and Visual Search

Convenience, simplicity, and recommendation has become the maxim for modern consumers. A recent study suggested that global retail e-commerce sales amounted to 2.3 trillion US dollars in 2017, with that figure expected to double by 2021. Additionally, mobile will account...

Customer Service Quality: Are you Overestimating Yours?

Aligning consumer expectations of what constitutes good customer service with what is realistically deliverable has always been a delicate balancing act. But new research, carried out by Arvato in the USA, suggests that the gulf between the two may be...

Humanising the Digital Experience

As Customer Experience become increasingly digital, many businesses will need to overcome a critical flaw in the internet. Left unchecked, this flaw could determine online success or failure. It’s a flaw that is already frustrating a new generation of web...

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...