Brands moving to digital interactions ‘leaving older consumer behind’
Older consumers are being left behind when businesses digitise their customer facing operations, requiring organisations to take a more thoughtful approach to their digital engagement to ensure inclusivity. Findings in research by Twilio reveal that while UK consumers over 65 hold significant digital shopping power, with 76% relying on online shopping, only 12% feel understood […]
Tech giants exploring possibilities of the metaverse for customer experience
Capgemini and Unity have joined forces to help organisations explore and seize business opportunities and benefits of immersive and metaverse experiences across industries. Unity, a specialist in real-time 3D and immersive experiences, will enhance Capgemini’s capabilities from customer and employee experience (CX/EX) strategy and design to front-end development and integration. With its global footprint, its deep industry […]
Third of subscribers cancel within the first 24 hours
Nearly one-third of all active churn happens in the first 24 hours – making this period a critical time for subscriber engagement and potentially causing a headache for those involved ion digital customer engagement. That’s according to the 2022 Subscription Performance Benchmark Report from Piano, which analyses customer behaviour in publisher subscription environments, based on proprietary data from […]
Disabled customers not sharing personal circumstances with retailers and services
More than three-quarters of disabled consumers have not shared their support needs with businesses and organisations when accessing essential services, according to the latest research from Experian. Some 85% of disabled consumers and those with support needs said they had not explained to their bank or building society how they could be better supported when […]
5 ways digital technology is improving the utility service experience
By Tony Corlett, Commercial Enterprise Client Director at Maintel The current utilities market has never faced greater competition or demands from regulators. However, adopting digital technology can significantly improve the overall utility service experience; from engaging and retaining customers, to adhering to regulation. It’s easy for organisations to be overwhelmed by the myriad of services […]
Consumers want more self-service options
81 percent of consumers say they want more self-service options yet only 15 percent of consumers expressed a high level of satisfaction with the tools provided to them today whereas businesses believe 53 percent of consumers are very satisfied with their self-service. That’s according to the NICE 2022 Digital-First Customer Experience Report, which highlights significant gaps […]
Heralding the new age of the chatbot
By James Stokes, Enterprise Team Lead UKI, Infobip When people think ‘robot’ they may visualise a 1960s-style sci-fi creation, but today’s robots come in many forms. And although many of these may be invisible to consumers in the form of chatbots and automated services, they are forging the way for a new era of customer […]
Decoding the metaverse for digital transformation leaders
The metaverse, a virtual world where users share experiences and interact in real-time within simulated scenarios, can reshape how companies and customers engage with products and services. However, concerns exist as new technologies necessitate hi-tech strategies and ways to establish confidence, says GlobalData, a leading data and analytics company. Kiran Raj, Principal Disruptive Tech Analyst at […]
WEBINAR REWIND: Financial services organisations struggle to create a CX culture built to last – but why?
Don’t worry if you missed the recent webinar from Davies Group exploring the secrets of great CX – You can now re-watch the entire session online! 84% of financial services leaders rank business process alignment as more important than putting the customer first when designing customer experiences. How can they then create a CX culture […]
REPORT DOWNLOAD: Future proofing CX – How can organisations drive transformation effectively?
After surveying 360 senior leaders in Customer Experience (CX) as part of their research with Netcall, Davies are delighted to be able to share with you the findings in their new research report. Find out what CX leaders from financial services, NHS and local government have to say on what is driving, and blocking them, […]