Tag: Digital transformation

GenAI projects forecasted to be abandoned next year

After extensive research and business calculations, Gartner has predicted that at least 30% of GenAI projects will be abandoned after proof of concept by the end of 2025. The business experts estimate this will be the result due to poor...

The key to improving CX and driving revenue in the travel industry

As the summer season heats up, so does the travel industry, with millions of people planning holidays and adventures. However, recent IT outages that led to widespread flight cancellations and booking disruptions have underscored the industry’s vulnerabilities. These challenges highlight the...

Google abandons third-party cookie deprecation plans

After years of uncertainty, Google has revealed it won’t be deprecating third-party cookies. Instead, it will keep third-party cookies up and running if they are not disabled manually by the user. “The continuation of third-party cookies will surely bring some relief...

Microsoft tech outages create mass global disruption impacting numerous industries

On Friday 19th July, Microsoft’s Windows operating systems displayed errors, and consequently created mass impacts globally across many different industries. Reports of disruptions started flooding in from around the world, including in the UK, parts of Europe, Asia, and USA....

Smart cane wins the King’s “best of British” award

WeWalk has picked up a King’s Award for Enterprise for its cutting-edge ‘smart cane’ product. The smart cane, which integrates with Google Maps to offer visually impaired people direction assistance, also won a gold award at the recent 2024 Turkiye Customer Experience...

6 strategies to help bridge the CX personalisation gap

There is a consensus among customer experience practitioners when it comes to personalisation: when done well, it can be a business differentiator. It’s easy to see why. Personalisation shows to customers the value that brands place on their relationships –...

Contact centres at a crossroads: interview with Sat Sanghera

The contact centre has been the bedrock of customer experience strategy (and source of customer frustration) for the last 35 years. But will the advent of AI change all of that? What is the evolution of the contact centre now set...

Elevating the travel experience: How omnichannel, personalised and proactive support drives customer satisfaction

The staycation era is well and truly over. Building on two years of sustained resurgence in international travel, a return to pre-pandemic levels of passenger volumes is on the cards for 2024. With global restrictions all but gone, and consumers browsing the widest choice of direct flight destinations seen since 2019, globe-trotting tourism is back. Yet the gathering momentum is likely to wrong-foot many travel providers, as they struggle to overcome both familiar and new obstacleswhile servicing significantly increased demand. With geopolitical tensions mounting, and extreme weather...

Let’s get phygital: How to promote online feedback in-store 

After Sainsbury’s announced a decline in its online sales, with shoppers returning to its stores, there’s now greater pressure on retailers to provide more engaging shopping experiences – and one key way to do that is to improve the in-store customer experience.  In...

Going off-script: getting conversational messaging right

Done well, conversational messaging should be engaging and user-friendly. Offering real-time back-and-forth dialogue between an organisation and individual customers via their channel of choice, it aims to provide immediate response, address specific needs, and foster a sense of rapport with every interaction.  This can be...