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Blog
Delivering the experience your customers expect

Imagine if 93% of your customers said they all want the same thing. Would you build a strategy around ensuring you deliver this? Of course, it...

Blog
Does customer service still need the human touch?

Technology is changing how brands and customers interact faster than ever; almost everything we...

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Helping customers beat card fraud with biometric security

Mastercard recently announced a new version of their cards that features a built-in fingerprint...

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Do banks really need a CX makeover?

In 2014, Time Magazine wrote that the banking industry needs a critical customer service...

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Would you prefer human or AI customer service?

Artificial intelligence or a human; which would you prefer to answer the phone when you call a...

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Research: More CX interactions, but they are changing

My colleague Helen recently blogged about the release of Dimension Data’s Global CX Benchmarking Report. I’d like to add a few further...

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Just 13% of execs believe they offer a great CX

Is your customer experience (CX) a mess? New research from Dimension Data suggests that...

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Banking needs a CX wake-up call

Recently, DBR Media in the US published their digital banking report. This research analyses...

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Does MWC prove that banks and fintechs now want to work together?

The latest Mobile World Congress (MWC) event recently closed in Barcelona. MWC is the biggest...

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75% of retail executives plan to monitor customers with beacons

My colleague Helen recently blogged about beacons, citing some recent research from Google...

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How beacons will assist the retail omni-channel

Beacons are physical landmarks that communicate with mobile devices. They can be extremely...

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Applying Pokémon GO to Retail

Last year the game Pokémon GO suddenly exploded across the world and became the latest trend...

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Improving customer service by improving customer experience

Customer service and customer experience are often used interchangeably in many business journals. Serving customers creates the experience of...

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How tech could cut your insurance bill in half

Imagine if you could cut your insurance bill in half - why would you refuse such an offer?...

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CX trends in travel for 2017 – The year of action

CIO Magazine in New Zealand recently published a detailed report written by a group of...

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Moving customers from loyalty to advocacy

In the lifecycle of a relationship between brands and customers there are several stages, as...

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What is the future for bank cards?

The trusty bank card has been with us for half a century now - Barclays bank started issuing...

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Could a bank offer you a loan based on your social network profile?

Securing a bank loan has never been particularly easy. As bank services have gone online it’s...

Blog
The state of omni-channel in 2017

New research from the USA shows that shoppers are now almost evenly split on whether they shop...

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The Role that New Technology will Have in the Customer Experience

New innovations are changing the customer experience. Developments in artificial intelligence are enabling more effective, efficient working for...

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How are Fintech Apps Challenging the Retail Banking Industry?

Fintech apps like Apple Pay and Android Pay have started redefining our wallets. Who needs cash...

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Personalisation Is Changing the Retail Customer Journey

Personalisation can sound like a buzzword. It’s one of those customer experience trends that...

Blog
Are High Street Stores Now The Weakest Link For Retailers?

As I have often detailed here, omnichannel is here to stay. Customer expectations today demand that...

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