Paul AinsworthPaul AinsworthApril 9, 2019
question-3385451_1280-1280x782.jpg

4min416

New research among British businesses examining employees’ attitudes toward digital transformation, innovation, and cutting-edge technologies such as Artificial Intelligence, reveals confusion about the true meaning of ‘digital transformation’ and a high degree of scepticism about their employers’ appetite for digital innovation.

The research, conducted by YouGov amongst employees at 500 businesses with 50 or more employees, on behalf of Cherwell Software, reveals that 57 percent of employees don’t know the correct meaning of ‘digital transformation’: 20 percent of respondents could not hazard a guess at its meaning, and 12 percent thought it meant moving to a paperless office.

This research focuses on the view from the workforce itself and its findings go a long way to explain why the 2018  Dell Digital Transformation Index placed the UK in 17th place in its adoption of digital transformation, lagging way behind emerging countries like India, Brazil, and Thailand.

In a further blow to the image of UK businesses, the survey highlights a reluctance to adopt cutting edge technology.  According to the survey, just nine percent of businesses are viewed by their workforce as being digital innovators, whilst 64 percent of employers only take on new technology after it has become widely available.

“It’s obvious that not enough time is being devoted to communicating with employees to develop their understanding and involvement in the process of digital transformation,” said Oliver Krebs, Vice President of EMEA sales for Cherwell.

“Unless business leaders bring their teams along with them on this journey British organisations are likely to fail and our ability to compete in the global market place will be severely compromised.”

Mixed reaction to Artificial Intelligence

Meanwhile, reactions to adoption of AI in the workplace were mixed: 34 percent of employees were confused (five percent), threatened (21 percent), or saddened ( eight percent); 20 percent were optimistic (16 percent) or excited (four percent); and 30 percent were intrigued – suggesting once again that leadership teams have not effectively communicated and engaged their team in the adoption of new technology.

Cross-departmental integration

Central to the success of most digital transformation projects is ensuring a consistent and integrated approach to the use of processes and data across all departments. Yet the survey reveals that just six percent of businesses’ data and processes are very well integrated across all departments, and 42 percent have not integrated inter-departmental data and processes well.

Andre Cuenin, Chief Revenue Officer at Cherwell said: “The research demonstrates that UK businesses still have a lot to learn in terms of planning and implementing digital transformation and their adoption of new technologies like artificial intelligence if they want to shed their image of digital innovation followers. The deep level of confusion and miscommunication amongst employees must be addressed by industry leaders.

“This may be due to the fact that digital transformation is frequently pigeon-holed as an IT issue, whereas in reality it should be seen as an initiative that involves everyone across the business, from the board, down to the most junior employee.”


Paul AinsworthPaul AinsworthApril 9, 2019
system-927152_1280-1280x816.jpg

4min346

Nearly half of brands have introduced a dedicated Digital Experience (DX) team to help shape their Customer Experience and journeys across digital channels.

That is the findings in a new report by from experience analytics leader Clicktale. The study, titled Defining Digital Experience shows that 48 percent of brands now have a DX team in place to oversee their strategy. 

It explores the current state of DX, with the help of 200 marketing and CX professionals working in some of the world’s leading US and UK brands. The report examines how brands are building a strategy around Digital Experience, including who is ‘owning’ the function, and how they’re harnessing new technologies.

Until recently, marketing and digital departments have taken the lead in DX responsibility, with 31 percent of respondents claiming ownership lies with marketing, and 27 percent saying it lies with their organisation’s digital team, the report outlines.

Now, dedicated DX departments are more common than data science teams (44 percent) but still behind design/UX and digital analytics teams (54 percent and 52 percent respectively).

The report also describes how the ownership of Digital Experience is still a shared affair in many organisations. Nearly half (44 percent) of respondents claim that digital Customer Experience is merged with other departments. This is also the case for digital analytics and insight (40 percent), design and UX (32 percent), and data science (29 percent).

Clicktale CMO Sara Richter said: “Digital Experience is now a key differentiator for businesses, almost ahead of the products they sell and the prices they charge. Many businesses today get few actual face-to-face interactions with customers. So, if brands want to foster loyalty and repeat revenue, it’s becoming ever more important to understand customers beyond just demographics and purchase history.

“Assigning a dedicated team may be a great first step to building this understanding, but without the right data and analytical ability, it’s difficult to create and shape an effective digital experience approach. Only by gathering true behavioural data and having technologies and analysts in place to draw insights from that data can brands begin to understand their customers on a more intimate level. That in turn will empower brands to build and optimise digital experiences that better serve customers and drive repeat revenue.”

The 2019 UK Digital Experience Awards are taking place in London’s Park Plaza Riverbank on July 12.

 


Paul AinsworthPaul AinsworthApril 8, 2019
novak-jokovic-1600735_1280-1280x853.jpg

2min240

UK Complaint Handling Award winner Thomas Cook has extended its partnership with customer review tech experts Feefo to cover the UK travel giant’s sporting experience brand, Thomas Cook Sport.

Building on a three-year relationship with Feefo – which in 2015 won a UK Digital Experience Award – Thomas Cook Sport will deploy their AI-powered, invitation-only insight platform. Feefo’s solution enables customers to post real reviews about the experiences they have had at some of the world’s greatest and most glamorous sporting events, such as the Wimbledon Tennis Championships or Formula 1 Monaco Grand Prix.

Rob Slawson, Head of Thomas Cook Sport, said: “As a company dedicated to giving our customers amazing experiences, we value transparency and openness above all else, which makes Feefo the perfect partner. Our customers will now be able to share hugely valuable and real opinions with us and fellow sport-lovers because of Feefo. We always listen to our customers and this gives Thomas Cook Sport an opportunity to gather actionable insight that will be used to improve Customer Experience.”

Feefo stands apart from other review platforms through its transparent, invitation-only approach and the power of its disruptive technology. Only real customers can post reviews, whether good or bad, providing a wealth of analytics that fuel smarter business decision-making.

Feefo CEO Matt West added: “We are thrilled to be partnering with such an exhilarating brand. Our technology empowers brands to engage more smartly and more intimately with their customers than ever before. Through the agility of our smart technology, we extract the true value of customer opinion, increasing a brand’s reputation for trustworthiness and transparency.”

The 2019 UK Digital Experience Awards are taking place in London’s Park Plaza Riverbank on July 12. 

 


Paul AinsworthPaul AinsworthApril 4, 2019
hat-1674894_1280-1280x1280.png

2min569

The Customer Experience Professional Masterclass is taking place this month, and now is your chance to sign up for the two-day event led by author and international CX consultant Ian Golding.

Ian, founder of the Customer Experience Consultancy, and author of Customer What? The honest and practical guide to customer experience, will take participants on a journey of learning CX skills and strategies, with the use of relevant case studies and practical exercises.

Topics covered in this in-depth class include all core Customer Experience competencies, such as strategy and brand proposition; the role of employees in delivering the strategy; customer journey mapping; CX measurement (VOC, VOE and VOP), CX improvement; and CX culture.

The Masterclass is taking place at the Business & Technology Centre in Stevenage on April 23 and 24, while for those keen to take the CCXP exam, a preparation workshop will be held at the same venue on April 25.

Meanwhile, attendees of the April CX Professionals Masterclass will be invited to attend an evening get together at the Sala Thong Thai restaurant in Stevenage. This will take place on April 23, and attendees will be joined by Ian Golding himself, and Neil Skehel, Founder of Customer Experience Magazine.

Further CX Professional Masterclass dates are scheduled for July, September, and November.

For further details on any of the CXM Masterclasses, please email Antonija@cxm.co.uk.

 

 


Paul AinsworthPaul AinsworthApril 3, 2019
326621LOGO-1280x634.jpg

3min308

2018 UK Customer Experience Awards finalist Confirmit has been recognised at a prestigious US awards event for Employee Experience.

The Tech Culture Awards recognise the “best-of-the-best work cultures within the technology sector, highlighting organisations that are committed to continuously improving the work-life balances of their employees” and this year awarded a gong to Confirmit, which is among the world’s leading SaaS vendors for multi-channel Customer Experience, Employee Engagement, and Market Research solutions.

As a seasoned technology business, Confirmit – whose Director Philip Durand also judged at the 2018 UK Customer Experience Awards finals in London’s Wembley Arena – offers the stable and secure environment of a well-established company while retaining the agility and entrepreneurial spirit of a fast-moving company.

Employees work closely together, despite being based in several offices around the world, and the company offers an excellent working culture, strong career development opportunities, and the ability to make a real impact in the organisation and with clients.

Heidi Brumbach, Executive Vice President for Global Human Resources at Confirmit said: “At Confirmit, we’re very proud of our culture of collaboration and knowledge sharing. We’re honoured to be recognised for our efforts in cultivating a flexible and enriching environment that promotes employee development and encourages innovation. Our collaborative approach internally has been proven time and time again to deliver top-notch service and reliable guidance to our customers.”

The Tech Culture Awards are hosted by TMC.net, whose Group Editor-in-Chief, Rich Tehrani, said: “The mission of these Tech Culture Awards is quite simple. We have surveyed and selected companies who are looking for the best and brightest tech talent and are willing to go the extra mile to provide what they believe is the ideal tech culture.

“Confirmit has demonstrated that they are committed to growth through providing a truly distinct and upbeat environment, rewarding employees for their contributions, and focusing on work-life balance.”

Entries for the 2019 UK Customer Experience Awards, which will be held in London on October 10 are now open, across 24 categories.


Paul AinsworthPaul AinsworthApril 3, 2019
architecture-2557567_1280-1280x853.jpg

4min244

As physical retail spend comes under increasing threat from online channels, ‘supermalls’ are set to outperform the total offline market over the next five years, as their destination appeal will ensure that growth is resilient, according to new research. 

A report by analytics firm GlobalData, ‘UK Supermalls 2018 – 2023reveals that supermalls retail spend will rise seven percent out to 2023 as they divert spend away from lacklustre and often neglected town centres. Supermalls are able to offer the best offline alternative to online shopping in terms of product and retailer range, which will bolster the growth of the location as consumers become accustomed to a vast choice.

Emily Salter, Retail Analyst for GlobalData, said: “Clothing and footwear drives the bulk of spend at supermalls, accounting for 59.1 percent in 2018, and retailer investment will ensure this continues as a number of players open and refurbish stores in supermalls, such as Primark’s recent opening in Bluewater.

“Primark is the most visited clothing retailer in supermalls – 30.2 percent of supermall visitors browsed a store – as its discount credentials appeal to a wide range of shoppers, and it continues to expand its presence in such locations, becoming a new type of anchor retailer.”

The wide range of retailers, leisure, and food services drives the destination appeal of supermalls and means that such locations will be better protected from store closures than town centres as major players including Arcadia, Debenhams, and Marks & Spencer look to close numerous branches in the next few years.

Salter added: “Supermalls hold the most appeal for younger consumers, as more 16-24 year olds have visited them in the past 12 months than any other age group. The retailer selection is well suited to young shoppers, as supermalls are often dominated by mass market clothing and footwear retailers, such as H&M and Zara.

“To remain appealing to this demographic, it is essential that the retail and leisure offer is frequently refreshed with new and exciting brands. Pop-up shops and flexible food service options, like street food style eateries, can be valuable mechanisms to offer continual variety and maintain appeal as a social destination.”


Paul AinsworthPaul AinsworthApril 2, 2019
world-1264062_1280-1280x854.jpg

3min316

Artificial intelligence (AI) systems spending will reach $5.2 billion (£3.9b) in Europe this year – a 49 percent increase over 2018, according to International Data Corporation’s (IDC) Worldwide Semiannual Artificial Intelligence Systems Spending Guide.

AI solution adoption and spending are both growing at a fast pace in Europe, where companies are moving beyond experimentation to the actual implementation of use cases. In fact, 34 percent of European companies have already adopted or will have adopted AI by the end of this year across a wide variety of use cases, according to IDC’s European Vertical Markets Survey 2018–2019. By 2022, European spending in AI will reach $13.5 billion, reflecting fast-growing interest in AI technologies.

Andrea Minonne, Senior Research Analyst at IDC Customer Insight & Analysis in Europe, said: “Many European retailers, such as Sephora, ASOS, and Zara, as well as banks such as NatWest and HSBC, are already experiencing the benefits of AI – including increased store visits, higher revenues, reduced costs, and more pleasant and personalised customer journeys. Industry-specific use cases related to automation of processes are becoming mainstream and the focus is set to shift toward next-generation use of AI for personalisation or predictive purposes.”

Matt Hooper, SVP at customer communications specialist IMImobile, added: “It’s encouraging to see automation and Customer Experience driving increased investment in AI. Automation is key to achieving significant operational efficiencies and delivering proactive, end-to-end customer communication – yet most companies are only touching the tip of the iceberg. Currently, very few companies are truly automating customer
 communications end-to-end, as a result of data being spread across different business systems and the complexities of integrating NLP and AI capabilities.

“In many cases, at some stage in their journey, customers are either required to change communications channels, interact with a different department, or simply wait days for a transaction or interaction to be completed. For companies to fully
realise the benefits of automation and AI, they need to build and have visibility into the end-to-end customer journey. Only then can they drive proactive two-way customer communication.”


Paul AinsworthPaul AinsworthApril 2, 2019
shutterstock_566877226-1280x692.jpg

2min227

UK headquartered systems integrator Geomant , which specialises in contact centre technology and digital engagement solutions, has acquired US-based Inova Solutions.

Inova, now known as Inova Solutions – a Geomant Company is a global provider of real-time performance management and visual communication solutions, known in the industry for its wallboard technology. The acquisition culminates a successful ten-year trading partnership between the two organisations and is part of Geomant’s ambitious growth strategy.

Ákos Vécsei, Geomant CEO, said:“In working with Inova over the last ten years, we have seen a commonality of approach, which means customers of both organisations can be confident that the service they receive from us will be even better, as we combine forces.”

Geomant has confirmed its plans to invest in, and further extend the functionality of Inova’s solutions following the acquisition, integrating them with Geomant’s own contact centre and digital engagement software.

Mari Mitchell, President of Inova Solutions added: “We are committed to helping our contact centre customers solve operational problems. Now we can solve more problems, not only for our long term and very loyal Inova customers, but for other organisations that will benefit from the advanced technology and system integration capability Geomant offers.”


Paul AinsworthPaul AinsworthApril 2, 2019
london-2184805_1280-1280x785.jpg

4min234

London is the global centre for senior Customer Experience career opportunities, new research has shown.

A study by customer insights technology company Feefo was conducted by trawling more than 120,000 job listings from ten leading countries, retrieving senior Customer Experience job roles and analysing them. The research reveals that London, with 2,668 vacancies, has over five times (532 percent) more senior CX job opportunities than the average of 422 for the rest of the world.

The research also shows there is wide fluctuation in the opportunities available in different cities.

The top five cities advertising the most jobs were as follows:

  1. London: 2,668
  2. Seattle: 2,555
  3. New York: 2,344
  4. Toronto: 694
  5. Sydney: 388

Analysis of salaries on offer in both the UK and US for those in senior roles found that in the UK, 33 percent of senior CX jobs offer a salary of £50,000 or higher versus only 25 percent in the States. This could reflect the greater sense of urgency felt in the UK for recruiting Customer Experience professionals.

“Customer experience is overtaking price and product as the number one differentiator for business and in response to this, the CX sector has grown massively in London over recent years,” said Steph Heasman, Director of Customer Success at Feefo.

“The number of senior job opportunities now available is a reflection of the commitment businesses are making to improve the customer journey. To drive this forward, businesses must now consider the transformative role of technology, as maximising the customer journey requires insight as well as human resources.”

The job roles with the highest demand in the UK were:

  1. Customer Experience Manager: 42 percent
  2. Head of Customer Experience: 22 percent
  3. Digital Customer Experience Manager: 15 percent
  4. Head of Customer Insight: 14 percent
  5. Head of Customer Trust: seven percent

The results align with research from the Economist Intelligence Unit, which last year reported that more than one-in-four (26 percent) UK companies have increased investment in Customer Experience by more than 25 percent in the last three years.

The companies advertising the most senior Customer Experience job roles in the UK were:

  1. Amazon: 46 percent
  2. BT: 17 percent
  3. Vodafone: 16 percent
  4. HSBC: 11 percent
  5. Barclays: 10 percent

The findings indicate that while London is placing much importance on CX development and recruitment, the UK as a whole could have some catching up to do. The US has 316 senior roles vacant per million of the working population, and Canada 103, but the UK is a distant third with just 70.

The lack of CX leadership opportunities for the UK compared with the wealth of opportunities in London suggests that not only is the UK’s capital ahead of many countries in CX investment and recruitment, but that it is also ahead of the rest of the country.

Other European countries such as France have a mere of 2.9 (senior CX job vacancies per million), and Germany 6.9. This may well change as the Economist Intelligence Unit predicts investment in customer experience across Europe will increase by 10 percent in the next three years.

 


CXM Editorial TeamCXM Editorial TeamApril 2, 2019
people-2570757_1280-1280x853.jpg

3min249

Nearly two-thirds of Millennial and Gen Z consumers express a preference for brands that have a point of view and stand for something.

As customers demand a more personalised and meaningful relationship with the brands of their choice, it is imperative you have a clear brand purpose, and if not, you reinvent your strategy.

Brands such as Burger King and Millennium Hotels and Resorts will discuss how they ensure their marketing messages hit the right note with their audience and ensure they stay ahead of the curve during Incite Groups free webinar, 14:00 GMT 3rd April.

Marketing leaders contributing include:

  • Franck Kermarrec, Chief Marketing Officer, Millennium Hotels and Resorts
  • Andrea D’Aloia, Brand Director EMEA, Burger King
  • Ben Roberts, Digital Marketing Strategist and moderator of Marketing Buzzword Podcast 

Hear how these brand leaders are:

  • Strategically reinventing their brand purpose
  • Positioning themselves in an increasingly congested ecosystem and standing out from the crowd
  • Moving beyond traditional marketing and what this means for you

(FYI – if you can’t join live, we will send you the recordings if you register).

The Incite Group – a business intelligence company devoted to helping large corporations serve their customers better – is part of FC Business Intelligence Ltd, a registered company in England and Wales – Registered number 0438897. 7-9 Fashion Street, London, E1 6PX, UK.




Inform. Inspire. Include.
A free way to improve your business.

Customer Experience Magazine is the online magazine packed full of industry news, blogs, features, reports, case studies, video bites and international stories all focusing on customer experience.


CONTACT US

CALL US ANYTIME



Contact Information

For article submissions:
Editor
Paul Ainsworth
editorial@cxm.co.uk

For general inquiries, advertising and partnership information:
advertising@cxm.co.uk
Tel: 0207 1932 428

For Masterclass enquiries:
antonija@cxm.co.uk
Tel: 0207 1937 483

Customer Experience Magazine Limited
Acacia Farm, Lower Road,
Royston, Herts, SG8 0EE
Company number: 7511106

JOBS IN CUSTOMER SUPPORT


Newsletter