- 23 November 2017, 08:00 in Customer Experience

How Fragmented Customer Experiences are Holding Brands Back

Sometimes it’s not the experiences that matter, but the spaces between them.

So often, this one important truth gets missed in customer experience planning. We have a habit of designing and optimising individual portions of a customer experience, whether it’s a website, an app, or a retail store. Now we need to shift our focus slightly and start thinking a great deal more about the joins that form the spaces between...

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- 5 April 2017, 16:00 in Data

GDPR – What do you need to know?

The General Data Protection Regulation (GDPR) comes into effect across Europe in May 2018 and...

- 13 November 2017, 08:00 in Customer Experience

Why Online Retailers Need to Step Up Live Agent Provision

Normal shopping rules don’t apply online. Where bricks and mortar stores close at 5pm, the...


- 8 November 2017, 08:00 in Customer Experience

A Segment of One: The Next Generation of Customer Engagement

Businesses today are certainly not lacking when it comes to access to customer data. According to new research by Vanson Bourne and Sitecore, on...

- 7 November 2017, 08:00 in Customer Experience

How to Achieve Consistency and the Best Customer Experience Across Marketing Channels

It is no secret that the customer is the centre of the universe for many brands. And so they should be; after all, they ultimately pay a...

- 31 October 2017, 07:45 in Customer Experience

Is the Transactional Email Experience Critical for Customer Loyalty?

All businesses are guilty of it, focusing daily on acquiring new customers, ensuring they convert with their brand and not with a rival...

- 14 September 2017, 08:00 in Customer Experience

Getting to ACE: Autonomous Customer Experience

We hear a lot of hype about how AI technology, such as chatbots, is advancing to minimise the amount of contact a customer has with a contact centre,...

- 13 September 2017, 08:30 in Customer Experience

AI-Based Chatbots Could Help Telcos Deliver on Customer Experience

Data analytics has completely transformed the digital customer journey, enabling everything from personalised, real-time e-commerce recommendations...

- 4 September 2017, 08:30 in Customer Experience

Moving Beyond Old-fashioned Customer Engagement

Today’s customer is different. They are particular about where they spend their money. They aren’t as loyal as they once were and if you...

- 4 September 2017, 07:30 in Customer Experience

The Essential Role of Unstructured, Human Data in Customer Experience

For over 500 years, scholars and art historians have debated whether or not the woman in the Mona Lisa is smiling. Detailed analysis suggests that...

- 28 August 2017, 08:00 in Customer Experience

Utilising User Experiences to Create Customer Trust Post-GDPR

General Data Protection Regulations (GDPR) are set to be introduced across the EU as of May 25, 2018, drastically changing how brands are legally...

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