Category: Digital Experience

A New Digital Age and Creating Value for Customers

Elliot Howard of financial IT leader Sopra Banking Software explains why we need to develop a culture of ‘customer curiosity’ In 1979, innovator Michael Aldrich coined the term ‘online shopping’ – and we’ve been busy buying products and services in cyberspace...

The seven routes to make call routing a success

There is not just one correct routing strategy, and even within a specific company there may be several different routing strategies that can be harmonised to provide the best experience for customers. Call routing can make or break your business....

Why Texting Needs to Be Less Text-based

Switched on companies are racing ahead using the power of visual to drive customer response, says Paul Sweeney of contact centre tech leader VoiceSage When it comes to customer communications, marketing professionals are text focused. That’s fine – but all too...

Shopping abroad

Nearly 50% of UK online shoppers have purchased abroad, according to the latest results from eDigital Research and IMRG. Results of the eCustomerServiceIndex suggest that price and availability are driving shoppers outside the UK, with 60% of those who have shopped...

Onlineshop

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Brits suffer from HITS

Mobile marketing company Digitonic has discovered a new holiday phenomenon created by the smartphone era – HITS, or holiday irritable text syndrome.   New research by the Glasgow-based business has found that nearly two-thirds of people are likely to complain to friends...

Digital currency

Plans to create the world’s first digital currency issued by a central bank have been revealed by the Ecuadorean government. Central bank officials say the electronic money, as yet unnamed, will start circulating in December. The new electronic money will be used...

Using Cloud for the Mobile Customer Experience

Richard McCrossan, Strategic Business Director at Genesys looks at how the cloud is enabling companies to quickly and easily offer customers a truly mobile service. It used to be the case that the contact centre used more advanced technology than the...

The key to customer service; pick up the cost of calls

EE recently announced that it is to start charging customers 50p to fast-track their calls to a ‘priority answering service’. SIM card only customers will also have to pay 25p to call the company’s customer service number. EE have said...

New Customer Insight leaders, don’t forget your data teams

Customer Insight Director used to be a title that you would find in research agencies, often the senior sales role. However in the UK this role has begun to appear on the “client side” across a number of sectors, including...