Category: Digital Experience

Unicorns in the UK: Is the UK the New Home of Billion-Dollar Digital Businesses?

The number of potential ‘unicorn’ companies emerging in the North West of England continues to grow, and experts predict that the government’s Northern Powerhouse plans could make the region an even more attractive proposition for digital entrepreneurs. A study by international...

Brave New World: Four Ways to Tackle Ad Blocking in the Age of Consumer Choice

If 2015 was the year ad blocking got its foothold, 2016 is looking like the year everybody’s taking advantage of the technology. Barely a week goes by without a fresh news cycle about the challenges posed to the media and...

Luxury Brands’ Email Marketing is “not Luxurious Enough”

Customers demand a more personalised and targeted email from luxury brands The Dawn of Luxury CRM: Email do’s and don’ts study which was produced by customer engagement specialists ContactLab in conjunction with Exane BNP Paribas, revealed how luxury brands can better...

Almost Half of All UK Ecommerce Transactions Now Take Place on Mobile

Criteo, the performance marketing technology company, today reveals that almost half (48.9 percent) of all UK eCommerce transactions now take place on mobile devices, up six percent year-on-year. Criteo’s new UK mobile commerce findings – part of the company’s study of...

10+ Digital Customer Experience Insights from Industry Leaders

For many what I’ve described may be called an omni-channel strategy – I just call it “how to run a modern business that will still be around in 5 years” Martin Dowson, Customer Led Design, ROYAL BANK OF SCOTLAND Question 1: 1. How...

The Customer Evolution: the Nature of Business-Consumer Relationship Today

In a recent study, Britons made 52 million complaints about poor service and faulty products last year. According to the Ombudsman Services Consumer Action Monitor Report, the number of complaints in the UK has risen 37 per cent since the...

Digital Customer Experience Misses the Human Touch

Dimension Data research shows advances in customer experiences are being slowed by people While digital technology is fast transforming the global contact centre industry, advances in customer experiences are being slowed by people, and not the technology itself. In fact, the...

Facebook Chatbot Platform: a Definite Sign of the New Era in Customer Service?

A while ago, Microsoft had to ‘fire an employee’ because of her inappropriate Twitter behaviour. Аs you probably guess, we’re talking about Tay, a bot that (or who?) , within a single day, started sending offensive racist and sexually-charged messages...

Are Instagram Changes Killing Small Business?

Earlier this month, Instagram announced changes in its news feed algorithm. That means that very soon, posts will no longer appear in chronological order and instead, they will be sorted “based on the likelihood you’ll be interested in the content,...

Back-to-Back Industry Insights from Two Digital Customer Experience Leaders

DCX Europe Summit 2016 shared with CXMagazine some interesting insights from various customer experience leaders which inspired us to make a “back-to-back” article with their answers to some of the most relevant questions. This time, the participants are Rick Medeiros,...