Tag: Digital transformation

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...

How will AI predictions impact sales in 2023?

Despite significant gains, emotion AI has yet to “go mainstream”. At least, not in the same ways we’ve seen from other sales innovations – like social CRM and cloud-based CX. That will change in 2023, as more businesses realise value in the...

‘Errors of judgement, not intent’: how AI can help human error in the workplace

Human error is exactly as it says on the tin. We are all capable of making mistakes as no one is perfect and can act without flaws. The same is also true in the workplace. Though, these mistakes can be...

Understanding signals from customers beyond the surveys: interview with Bill Staikos   

Last week, we had the honour of hosting an interview with Bill Staikos, Senior Vice President, Evangelist & Head of Community Engagement at Medallia. He has more than 25 years’ experience driving customer and employee experience excellence, and proven expertise...