Verve and Alida aim to transform customer experiences together

A man and woman high fiving each other.

Alida, a specialist in Total Experience Management (TXM), has partnered with Verve, a company that works in community panels and smart digital research.

As part of the Alida Partner Network, Verve delivers elevated customer experience (CX) and insights to organisations across the globe. Alida’s premium partnership tier is for partners who have a high level of expertise with Alida solutions and have achieved a strong standing with new business. 

Ross Wainwright,...

Moving audience research in-house: how brands are driving marketing forward in 2022

A lit up house in the evening.

Things might be looking more normal (sort of), but the effects of the last year are still being felt across the world – not to mention in the world of business.

For marketing, it’s a familiar story; slashing budgets and mounting pressure to undergo serious transformation for 2022, because “the old way” doesn’t fit the bill anymore.

A 2021 Gartner report revealed marketing budgets were reduced to record lows of just 6.4% of company revenue – almost half what...

How The Langham Hotels boosted discoverability and gained 3m+ clicks

The Langham Hotel bar.

Synonymous with luxury, The Langham Hotels and Resorts operate globally, delivering a five-star experience since the opening of its London location in 1865. The Langham Hospitality Group now has an extensive hotel portfolio with more than 4,721 rooms in properties in countries including the UK, Australia, China and the USA.

The problem:

The Langham needed a sophisticated platform that would allow them to seamlessly update business information and monitor and respond to...

Build-A-Bear reinvents online shopping experience with 3D workshop

A Build A Bear fairy bear.

Global retailer Build-A-Bear Workshop has teamed up with multicloud computing firm Nutanix, Buzz3D and TierPoint to develop the tech behind its Bear Builder 3D Workshop, an interactive online shopping experience that virtually brings furry friends to life during the purchasing process.

As a part of the iconic brand’s effort to accelerate its digital transformation, Build-A-Bear began exploring opportunities to create an immersive and engaging online experience that builds on...

How Cortech Developments improved customer journeys by taking its CRM to the cloud

Cortech case study graphic.

Established in 1992, Cortech Developments is a privately owned, premier provider of software integration solutions for smarter building, fire, and security systems.

The company offers software development and management systems across the globe, working with building owners, consultants, integrators, and manufacturers to maximise safety and efficiency.

The problem:

Cortech Developments has been integrating systems for nearly 25 years and is well-versed in the...

Half of top websites fail to meet Google’s user experience requirements

Someone using Goolge on a laptop.

Around 50% of the top 100 most visible websites on Google.com still fail to deliver a ‘good’ page experience on desktop as defined in the search engine’s Core Web Vitals update which finished rolling out in August 2021. 

And 44% of the top 100 websites fail on mobile, according to research by research from Searchmetrics.

As of October, Walmart.com, Target.com and Tripadvisor.com as well as social sites such as Facebook.com, Instagram.com and Pinterest.com were...

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...