Tag: Digital transformation

The Communication & Technology Expo 2023: connecting industries from all corners of the Excel

On 22nd March 2023, I headed down to the Excel in London to visit the second day of the Communication & Technology Expo. The event was powered by the Business Revival Series, and had a plethora of industries, companies and stories...

Boost your “Digital” CX by bridging the gap between AI and EQ

The modern era of technology and computerisation has made us neglect the human intellect and emotions. AI is evolving – and seemingly unchecked. Its supporters highlight promising advancements in customer service, data processing, and decision-making.On the other hand, detractors are...

Reinventing retail experiences with Conversational AI

Retailers face significant challenges today as they strive to remain competitive. They are grappling with macroeconomic forces such as inflation, labour shortages, rising wages, and the cost-of-living crisis. These pressures are compounded by the decline in brick-and-mortar operations and the...

Voice technology can transform customer service in 2023

To date, voicebots have garnered a bad reputation. They’re known for being inaccurate, clunky, and frustrating to operate. Thanks to the low-quality, underperforming voice technology of the last twenty years, customer confidence in automated phone support is low. However, the underlying...

Using retail advertising to develop a new revenue stream

The great majority of advertisers have started working with retailers over the past year to reach customers. Those who haven’t say they’ll start within the next year. The retail advertising industry is valued at $100 billion globally and it accounts for 18%...

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...