Category: Digital Experience

10 Ways to Improve Your Digital Customer Experience

We review and benchmark hundreds of websites around the world each year; using a combination of consumer insights, behavioural tracking and expert evaluation mapped to best practice customer decision journeys. In the course of these analyses, it has become clear that...

Who should own the Digital Experience?

Digital customer experience is fast becoming a key business differentiator, with those responsible for the digital development and delivery being challenged to achieve the best digital initiatives to support their company, but in many organisations the key factors for a truly...

Is live chat support a blessing in disguise for online retail stores?

No one can question the importance that good customer service holds for the success of any business, and when it comes to e-commerce websites, its importance increases by many folds. This is because whilst making a transaction on a virtual...

Hexagon Housing unlock the potential of call recording and put residents first

With over 120 staff operating in South East London, Hexagon Housing have been providing quality social housing care and support services to vulnerable client groups for more than 20 years. Managing over 4,000 properties, three independent care homes and dealing...

Top spot for Morrisons

Morrisons appears at long last to have something to smile about.  The supermarket’s online shopping service is now significantly ahead of all of its rivals in the latest Customer Experience Magazine/SpectrumInsight digital shopping tracker covering the period from 1...

Visual engagement

Forward-thinking LV= is to pilot the use of Vizolution’s vScreen which uses visuals to improve customer engagement in its life and broker insurance divisions. The system allows advisers to replicate the experience of a face-to-face interview via remote technology at the...

Digital Celebrations

Winners of the first ever UK Digital Experience Awards 2014 are still celebrating their well-deserved accolades. Created to recognise and celebrate the delivery of exceptional customer experience through digital channels and media, the Awards proved to be a stunning digital showcase. Held...

Celebrating the Digital Winners

FINALISTS were converted to winners at the first ever UK Digital Experience Awards 2014, held in London last Wednesday. Created to recognise and celebrate the delivery of exceptional customer experience through digital channels and media, the Awards proved to be a...

Nando's on top when it comes to social media

Casual dining restaurant Nando’s has topped the very first Food and Beverage Social Media Benchmark from eDigitalResearch with more followers on both Facebook and Twitter than any other food and beverage brand. Nando’s have nearly 3million followers on Facebook – over...

Your Customers Believe you Have OCD

No, it’s not as bad as you are thinking. It stands for “Omni-channel Consistency Disorder,” and your customers cannot comprehend why you suffer from it. With ubiquitous access to the Internet via a mobile device, a consumer can seamlessly shift...