Digital transformation projects will continue to disrupt the customer experience in 2019, says Aspect Software
Customer experience expert provides predictions of changes to the contact centre and customer service landscape for the year ahead
UK retailers spend almost £827,000 on failed digital transformation projects
Lack of direction behind digital transformation is costing retailers dearly, as almost three quarters (74 per cent) admit to undertaking projects not linked to the overarching business strategy. As a result, retailers are still struggling to get digital right and
Adobe Experience Forum reveals how digital transformation is shaping the customer experience
Optimising the customer experience is the top opportunity for marketers in the year ahead, according to Adobe’s Digital Trends 2018 report. Presenting the results at Adobe’s Experience Forum this week, Sean Donnelly, analyst at Econsultancy, revealed 19% of the 12,795 marketers
Logistics professionals are challenged to deliver consistent customer experience across channels, Iptor research shows
Delivering a consistent customer experience across all channels is a key challenge for global logistics professionals, according to a new study by supply chain specialist Iptor Supply Chain Systems. Iptor’s study surveyed the views of 500 supply chain decision makers in
Trust can be built by end-to-end customer experience excellence, Reply research shows
What role does trust play in the relationship between consumers and retailers? And how has this been affected by digital transformation? Reply, which specialises in the design and implementations of solutions based on new communication channels and digital media, has conducted
Asda joins start-ups and advisors to debate ‘must haves’ for digital transformation
Despite huge differences in the size and scale of their organisations, business heads from Asda, Laundrapp and the MS Society, and advisers PwC, Intilery and Code Computerlove, are all in agreement regarding key ‘must haves’ when it comes to digital
Digital transformation hindered by lack of strategy, Rackspace and Salmon study shows
A study commissioned by digital commerce consultancy, Salmon, and the managed cloud company Rackspace, has revealed a lack of digital strategy amongst organisations which could hinder digital transformation. The February 2016 commissioned study, Prepare Your Business for the Digital Future,
Etihad Airways partners with Cognizant to drive digital transformation across airline
Etihad Airways, the national airline of the United Arab Emirates, and Cognizant, a leading provider of information technology, consulting, and business process outsourcing services, has announced a strategic agreement to drive digital transformation across the airline and its equity partners.
Travis Perkins to implement omni-channel strategy in Wickes stores with OneView Commerce
OneView Commerce, a retail industry leader of digital transformation in the store, today announced that one of the UK’s largest retailers, Travis Perkins, has engaged with OneView to transform customer interaction across all 19 brands of the Travis Perkins Group. The first brand
Companies undertake digital transformation for customer needs but underestimate disruption, research shows
The ability to meet customer expectations is the most important reason for companies to undertake a digital transformation, outweighing the need to reduce business and IT costs, although companies can often underestimate the disruption the process can cause. This is
Shop Direct extends partnership with IBM Cloud to accelerate digital transformation
IBM thas signed a 10-year, large-scale services agreement with Shop Direct to move the multi-brand digital retailer to a hybrid cloud model to increase flexibility and quickly respond to changes in demand as it grows. IBM’s cloud will underpin the
