Category: Digital Experience

AI, from A to Z

Three predictions for the future of Artificial Intelligence (AI) in customer service Artificial Intelligence, or ‘AI’ for short, has the potential to radically improve the way that many businesses deliver customer service. In this article Dave Paulding, Regional Director at Interactive...

Black Friday 2015 Set to Be UK’s First £1bn Online Shopping Day

By Salmon Following the impact of Black Friday 2014 and the surge in sales it caused for the UK’s online retailers, global digital commerce consultancy Salmon has today predicted that Black Friday 2015 (27th November) will lead to the UK’s first...

Fewer than 1 in 10 People Spend More than £1,000 Via Mobile Devices

Three Easy Steps for Improving Success Rate with Hesitant Mobile Customers by Ross A. Haskell, Sr. Director of Products, BoldChat, LogMeIn For consumers, mobile phones and tablet devices have become a quick and accessible means of researching, querying and purchasing products. Figures...

[24]7 Becomes the World’s Largest Provider of Chat Agents

Live Chat Market Shaken Up as [24]7 Reaches 5000 Dedicated Chat Agents [24]7 announced that it has become the world’s largest provider of chat agents, with 5000 dedicated chat agents providing digital assistance for the biggest brands in financial services, communications,...

Do you enjoy shaping the customer experience online and through mobile?

Sarah Jenkinson, Customer Experience Magazine Enter the UK Digital Experience Awards 2015 and prove to your customers you belong among the best there is in the industry! ...

15 top customer contact technology trends for 2015

Adam Faulkner, Founding Director at customer contact technology specialist Sabio lists the trends that will drive customer engagement in 2015. While the UK already sets the standard when it comes to innovative customer service delivery in Europe, 2015 is no time...

The X–perience Factor: Measure What Matters

Recently, our CEO Matthew Vallance published a great blog about getting emotional with your customers – where he attempted to explain that mapping the emotions of your customers needn’t necessarily be an exercise in futility, but can potentially impact your...

One size fits no one… Why personal service matters in B2B businesses – and how you can deliver it

With many business-to-business (B2B) organisations still taking stock after one of the hardest hitting recessions, establishing a strong customer base is high on the agenda. It is becoming increasingly hard to both win new customers and retain existing ones. One reason...

Six steps to understanding the digital customer

Going digital is no longer a strategy planned for the future – it’s simply a requirement for doing business in today’s multi-channel world. But managing the ‘digital customer experience’ can be complicated. Richard McCrossan, Strategic Business Director at Genesys looks...

Amazon still top choice for Christmas gifts despite return to in-store shopping

While the tide is slowly turning in favour of in-store shopping, the majority of UK consumers still bought Christmas gifts on Amazon this year. Latest findings from leading online research and survey technology provider, Toluna, reveal that Amazon is still the...