Tag: Omnichannel

The road to omnichannel approaches, immersive engagement and overcoming agent attrition

As 2022 draws to a close, business leaders and CX professionals will already be working diligently to prepare for the year ahead. In 2023 we expect to see the continued proliferation of new focus areas within the CX industry. Alongside emerging...

Solving the CX challenges keeping decision makers up at night

Amid rising living costs, economic uncertainty and global recession, customer service has become the key differentiator for success. To gain vital margins, more brands are placing a greater focus on improving the customer experience (CX). This can increase profitability by up to 2% and...

The fight or flight of airline CX

From strikes and lost luggage to flight cancellations and delays, this year’s travel season saw its fair share of turbulence. This led many passengers to take to social media to express their frustrations. Amid these challenges, social media teams were under...

Harnessing AI for next generation customer experience 

There’s no secret to what consumers want when they interact with brands. That is – convenience and speed. The brands that delight customers are those that have easy, fast, and smart self-service.  Now AI that is purpose-built for customer experience (CX)...

The future of dating: merging digital and human experiences

The market for online dating is incredibly crowded, with more than 1,400 digital options in the UK alone. Demand for digital dating initially spiked at the onset of COVID-19, when people sought relationships while isolating and social distancing. The increase...

What is needed for the best-in-class virtual assistant?

Technology, by virtue, perpetuates a constantly evolving cycle of improvement. A look around any desk or office will showcase many examples – from your phone, to the laptop you’re working on, or the smartwatch on your wrist. But there have...

Amazon Prime Day: the issue of ‘Choice Overload’

Millions of shoppers* could abandon their carts this Amazon Prime Day. 10% of UK consumers are set to desert purchases when offered an overwhelming level of choice. That’s according to a new study conducted by customer engagement platform, Emarsys. Overwhelming Prime...

10 tips for building an effective omnichannel PoS strategy

Retailers have massively enhanced their online customer service capabilities over the past two years. Now we’re physically back in stores, the need is for a perfect blend of offline and online strategies. An omnichannel approach which uses a retail technology ecosystem to connect all channels...

New research into brands using data for personalisation

Customers expect personalisation during every brand interaction. However, they don’t trust brands to keep their personal data secure and to use it responsibly. This is the dilemma companies everywhere are currently facing, according to new data from Twilio.  The third annual State of Personalisation Report 2022 is based on two...

What strategy to use to promote your online store

According to Statista data, the UK has the largest online shopping market in 25 countries in Europe in 2021.  At the pandemic’s beginning, many businesses felt a dire need for an online presence, since there was now no way to sell...