Category: Digital Experience

Five Social Customer Service Trends You Need to Know about

We recently lined up 18 statistics which took the social customer care temperature as we stepped into the second half of the year. To give you a better understanding of some of the key developments underpinning these numbers, we’ve taken...

Top Travel Websites Failing to Cater for Disabled Customers

Services are increasingly moving online, and consequently, the usability of websites is becoming much more important. Gone are the days when a cluttered layout, intrusive pop up ads and garish colour contrasts made up an acceptable user experience (UX). Yet,...

Extensive Read: Two Meta Trends Shaping the Competition

In June, we published an interesting interview with Jeb Dasteel from Oracle who shared his tips for effective customer experience strategy. This time, we have something even more interesting, the first chapter of the book, “Competing for Customers: Why Delivering...

Towards a New Customer Experience Measurement

A high CSAT score is often seen as the holy grail of customer satisfaction. But can these scores offer a true indication of the customer journey? Simon Hunt, Director Customer Experience at Firstsource, looks at the limitations of CSAT scores...

‘Tis the Season – Why Customer Experience Must Adapt to Changing Seasons

The changing of the seasons has a great effect on our purchasing behaviours as consumers. It’s vital for customer experience (CX) to align with customers’ interests, and the time of year and big seasonal events can change the way in...

Video: Amazon “Prime Day” – Basically, it’s Christmas in July

Video Source: CBS News Online retailer Amazon is offering big sales in its second annual “Prime Day.” CBS News financial contributor Mellody Hobson joins CBSN with more on some of the best deals to take advantage of, and how it will...

Facebook Ads Are More Important to Online Publishers than Ever

Facebook has changed the algorithm behind its news feed. Again. This time, the social media mogul emphasised that it’s all about “connecting people with their friends and family.” You can see Facebook’s entire blog post here. According to Facebook, people are worried...

Delivery Wars: This IS the Droid You’re Looking For

ParcelHero says Delivery Wars have entered a new dimension as Starship Technologies’ delivery droids take on UberRUSH API’s crowdsourced drivers. The battle between humans and robots has begun – in the delivery industry! Starship Technologies’ new delivery droids are being introduced...

Hearing Your Customers Loud and Clear

Guy Marson, co-Founder of data science and intelligence marketing company Profusion, discusses how understanding the voice of the customer can benefit businesses The sheer volume of Voice of the Customer (VoC) products available today is explained by the importance businesses now...

Smart Contracts, Not Smart Enough Just Yet

The technology sector is the spiritual home of new terminology. Big data, the internet of things and industry 4.0 are all making significant waves but one term that seems to be garnering a lot of press and even more interest...