Category: Digital Experience

The Gen Z customer experience: Adapting for success in the digital age

As the first wave of 20-something Gen Z customers enter the e-commerce market, organisations find themselves faced with a generation that has never known a world without mobile phones or the Internet. For Gen Z, the digital landscape is not a novelty; it is...

Digital transformation takes flight as millennials jet to the sky

The pandemic brought unprecedented challenges to the travel industry, forcing airlines to navigate through a period of uncertainty and adapt to rapidly changing circumstances. Thus, digital transformation emerged as a vital lifeline, providing innovative solutions to tackle these new challenges. Accordingly, 69 per-cent of travellers who contacted the...

How generative AI will revolutionise the marketing landscape

Unless you’ve been living under a rock, I won’t be the first to tell you that generative AI has arrived, and it has big potential for marketers. However, whilst AI has been a feature in business meetings, analysts’ discussions and industry debates for a while now – and...

Banks can better support vulnerable customers with better UX

In May 2022, the FCA announced that 47% of UK adults showed one or more characteristics of vulnerability. This is up from 46% in February 2020, which equates to an increase of 0.9 million adults from 24.0 million to 24.9 million...

How hospitality leaders should prepare for travel spending spike

The U.S. travel association has estimated travel spending will increase by 48% in 2023, compared to the pandemic low in 2020. And as expected, the year has got off to a strong start. In January, Barclays reported a 66% increase in travel spending compared to 2022, in spite of the cost of living crisis.  One thing is for certain – hospitality...

Five steps to promote digital accessibility in business

In a world where technology is king, digital accessibility is no longer a luxury but a basic necessity. Unfortunately, the convenience and ease it offers remain elusive for individuals with disabilities. The World Health Organisation (WHO) estimates that around 15% of the...

The human element in a digital world: balancing tech and personal touch in customer experience

In the rapidly evolving digital landscape, businesses are continually exploring ways to elevate their customer experience (CX). The advent of innovative technologies, artificial intelligence, and data analytics have undoubtedly transformed the way brands interact with their customers. However, amidst this...

Developing high-quality payment solutions during tech evolution: an interview with Delia Pedersoli

The fintech industry has undergone significant changes in the past three years due to technological advancements. This trend will only continue with the acceleration of generative AI that is expected to change consumer ownership and control over the payment services.  Many...

What is digital fingerprinting and should I be worried about it?

Unless you’ve been burying your head in the sand or avoiding technology like the plague, you’re probably aware that every move you make online is being tracked by data collection companies. This normally involves setting cookies on your browser or...

Capitalising on feedback with conversation intelligence

According to Forrester Research, customers are in a space of survey overload. “We are now sending customers so many surveys that it hurts our CX performance.” Understanding customer feedback is essential if businesses want to improve customer experiences and boost...