Tag: CX

Why ‘contact us’ is a digital no-no

‘Contact us’ pages are one of the most viewed on enterprise websites, and yet all too often they deliver a poor impression of companies and a bad experience to customers

The benefits and perils of deploying AI

While a useful tool, AI is not a panacea for all an organisation’s ills

Digital transformation or digital silo? Why digital should not be just another technology refresh

Digital transformation is failing because it’s being used simply as an excuse for IT renewal or resulting in marketing-led ‘digital skins’. To succeed, it needs to fundamentally alter the DNA of B2B service providers.

Trust me – I’m a telco

We’re operating in a trust economy, but how well is your brand doing?

Why you should forget customer journeys

Moving beyond silos of customer experience means creating a coherent digital experience.

A common pitfall: seeing digital experience as better customer service

Digital experience is not just about service but is made up of four main elements – network, product, commercial and service experiences.