Tag: Digital transformation

The future of eCommerce: the extended reality (XR) opportunities for retail

High streets, main streets and shopping malls are struggling. That process started a long time before COVID-19 came along. This is leading growing numbers of shoppers and a shifting range of consumer demographics to the popular world of eCommerce.  While online...

Supporting customer support teams through technology

Much has been said about the importance of customer support services when it comes to strengthening brand loyalty. Today, with UK consumers finding themselves amid a cost-of-living crisis, gas and energy firms are facing the brunt of multiple customer requests for new...

3 ways that technology can reduce the number of returns and improve the delivery experience

Retailers should always be on the front-foot and pre-empting predictable trends. For instance – an increase in returns during peak periods, and delays stemming from industrial action. Managing returns is an inevitable part of doing business online. But ensuring this process is optimised...

What’s ahead for CX in retail in 2023?

Retail today is perhaps more complex than it has ever been. But giving customers the experience they now expect doesn’t have to be.  This year’s study revealed notable increases in consumers who are willing, prefer or have a growing affinity for self-service...

Why retailers can’t stop innovating in the first digital cost-of-living crisis

TikTok has seen an exponential growth of users, and increasing interactions between consumers and brands follow naturally. The platform introduced its new social shopping feature, a game changer in eCommerce that has inspired others to follow suit. But innovation is not something...

Comparative usability testing can drastically improve your user experience

Testing your interfaces before they go live is imperative for success. Comparative usability testing is just another tool to guarantee everything runs smoothly during the user experience. There are multiple tests that you can run – all with many benefits...

What are you doing to improve your customer service efficiency?

A recent survey by Accenture found that 52% of consumers have switched providers due to poor customer service alone. If the service a customer receives is long-winded and tedious, they’re 96% more likely to break their brand loyalty.  These are staggering...

Superior digital customer experience: the ultimate guide

A superior digital customer experience is becoming increasingly valuable in our technologically-advanced world. And it just keeps progressing from there. Long gone are the days where customer interactions only consisted of in-person conversations. Now, digitally advanced interactions are a minimum requirement,...

 CX Lore 2022 top interviews with some of the leading industry voices

The CX field is evolving and transforming as we embrace the power of technology in understanding people’s behaviours. This can be overwhelming if you are a total stranger in this field. One must grasp everything from observational research, UX, expectation...

4 digital trends that will impact the retail industry in 2023

The rise of omnichannel retail has transformed the vertical, with over half of retailers adopting tools that help them sell in more than one channel. In 2023, consumer expectations and in-store and online shopping experiences will continue to evolve. As the following four trends gain...