Category: Digital Experience

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,...

Four Ways to Create Personalised Customer Experiences in 2016

To help cut through the noise in 2016, Neil Joyce, MD EMEA from marketing technology group Signal, zooms in on four problem areas of 2015 and the solutions that will make all the difference in 2016. If last year taught marketers...

3D Printing Presents Incredible Business Development Opportunities

The recent broadening in knowledge and understanding about 3D printing and additive manufacture have generated new business ideas and opportunities ranging from home hobby machines to printing buildings on other planets. Frédéric Vacher, of Dassault Systemes reveals some exciting options. 3D...

Research Shows Omnichannel Engagement Solutions Deliver Big Financial Returns

Independent study found Genesys customers achieved 158% return on investment across entire contact centre operations Genesys, the market leader in omnichannel customer experience (CX) and contact centre solutions, today released the results of the commissioned Total Economic ImpactTM study conducted by...

#Trending: Morrisons incredible 1106% Twitter follower growth

Big four supermarket Morrisons is one of the retail industry’s fastest growing social media brands, according to the latest Retail Social Media Benchmark results from eDigitalResearch, topping the Twitter growth league table. The recent study saw Morrisons climb an impressive seventy...

Reluctance to introduce contactless payments leaves retail businesses out in the cold

With contactless transaction values nearing £1bn a month, retail businesses risk losing sales due to reluctance to introduce increasingly popular ‘touch and go’ payments 66 per cent of merchants do not accept contactless payments, yet 78 per cent say their customers...