To survive post-COVID, marketers must ensure their online customer experience is up to scratch

A drawing depicting online customer experience.

Over the past 18 months, the move to online retail has gathered remarkable pace. Our data from clients across the beauty, fashion, home & garden, and food & drink sectors shows that Q2 online retail sales were up a staggering 64% compared to the same time period in 2019. While easing lockdown restrictions may have buoyed in-store retail for the moment, these sectors are tracking just 2% down from where we’d typically expect them to be at this time of year.

But the story...

NICE and Google Cloud partner on digital conversations and self-service experiences

self service checkouts

NICE, a provider of enterprise software solutions, has collaborated with Google Cloud to address the growing demand for more effective and automated customer self-service systems that integrate with traditional contact centres. 

NICE is integrating its cloud-based, AI-powered CXone customer experience platform – used by 85 of the Fortune 100 companies – with Google Cloud Contact Center Artificial Intelligence (CCAI), a group of APIs that bring the best of Google AI to contact...

How M&S increased engagement and achieved listings consistency with 1,063 stores

Marks & Spencer's St Helens store.

Marks & Spencer (M&S) is a leading British retailer bringing quality, great value food, clothing and homeware to millions of customers across the UK and around the world, from everyday style on M&S.com, to the very best prawn sandwiches at convenience M&S Simply Food locations.

The problem:

M&S continued to serve its customers throughout lockdown and strived to find new ways to help them shop with confidence and find the information they need online...

ICO reports 60% increase in nuisance contact

Someone on a call with a smartphone.

The Information Commissioner’s Office (ICO), the UK’s data watchdog, received a 60% rise in reports of nuisance calls, texts and emails in the first six months of 2021 compared to 2020.

This is according to official figures analysed by legal firm Griffin Law. In the first half of 2021, the ICO recorded an average of 13,925 reports of nuisance calls, texts and emails each month.

This is compared to 8,680 per month throughout the whole of 2020. The disparity was even...

Domino’s selects Emplifi to deliver real-time social media engagement

A slices pizza.

Pizza restaurant chain Domino’s has implemented Emplifi CX platform to better engage with customers on social media and increase call centre efficiency. 

Carley Dunlap, team leader – social media and Q&A customer support at Domino’s, said: “To achieve the personal connections and interactions with our audience, we needed a top social media management and CX tool from a brand that understood our commitment to our customers. We partnered with Emplifi to achieve...

How RIU Hotels & Resorts made booking easier for customers

RIU Palace Madeira

RIU Hotels & Resorts is a Spanish hotel chain founded by the Riu family as a small holiday firm in 1953. It was founded in Mallorca, Spain, and is currently 49% owned by TUI and run by the third generation of the family.

Problem:

On some hospitality websites, finding exactly where you want to stay and making a reservation can be frustrating. Eduard Bonet, VP, digital business, RIU Hotels & Resorts, is working to ensure a superior experience on his company’s...

Chatbot Botco.ai receives $3.6m investment to help healthcare organisations

Botco.ai, an HIPAA-compliant conversational marketing platform, has received additional seed funding from VamosVentures, bringing the total seed round to $3.6 million. 

VamosVentures is a Los Angeles-based and Latinx-owned venture capital fund focused on technology companies led by diverse founders with compelling products and solutions. Botco.ai will use the funds to accelerate development and adoption of its AI-based conversational marketing platform, which is currently in...

Quarter of British consumers still prefer in-person shopping experience

A quarter of British consumers said they would be more likely to buy items they find challenging to buy online if they could ask questions and get advice in-person.

The data comes from new research by ecommerce tech firm Ve Global and it also found the products consumers find most difficult to buy online.

Clothing was considered the most challenging category of products to buy online, ranking first amongst the 2,014 respondents 27% of the time, followed by groceries at...

Customers lack faith in brands protecting them from fraud

A man sitting in the dark, using a laptop.

Half or UK retailers believe they are doing everything they can to prevent e-commerce fraud, but far less consumers (17%) share their confidence.

The stark disconnect between retailers and shoppers on the matter of online shopping fraud has been highlighted by new European and US data released by Riskified, an e-commerce enablement and fraud-prevention solutions provider.

The research, which comprised 4,000 consumers and 400 retailers across the US, UK, France and...

Majority of consumers feel positively about personalised advertising

Adverts and bright signs in Times Square, New York.

58% consumers in the UK and US feel positively about receiving a hyper-personalised online ad.

This is according to research from Iterable, a cross-channel marketing platform, which surveyed 1,500 consumers.

The survey crossed two regions with very different data regulations. The UK, and Europe more broadly, has been proactive on data privacy. The Data Protection Act 2018 brought in the European Union General Data Protection Regulation (otherwise known as GDPR), imposing...