James Ainsworth
The future of the Web and next-generation digital experiences
The digital economy has transformed the way customers evaluate goods and services, make purchases and communicate with businesses. It’s all about the all-encompassing digital...
More customer touchpoints = greater opportunity for failure
Meeting customer experience goals are increasingly critical for every part of of an organization but each department often looks after its own area of...
Striking at the heart of commuter commerce
It is time to get acquainted with a new addition to the ‘Big Book of Business Buzzwords’. ‘Commuter Commerce’ is a thing. It is gaining...
[INFOGRAPHIC] 5 Digital customer experience trends disrupting the travel industry
Dear travel companies, shift has happened. I recently booked a holiday. Croatia, in August, if you’re asking. I took note of the fact that the...
[INFOGRAPHIC] You have just 8 seconds to grab consumer attention!
It may be that infographics and the like are a symptom of the ever-increasing need to convey more information in a shortened window of...
An exceptional customer experience considers the full customer journey
A well-crafted story has a good beginning, a solid middle and a compelling end. You learn this much in school when creative writing becomes...
This social media thing is getting so predictable
Far be it for me to add to the layers of fallen leaves of posts that talk about social media ‘coming of age’ or...
The buy-in and execution of digital projects at #FigDigDHC
The latest Figaro Digital event saw a number of compelling presentations brought to the fore the challenges of getting a digital project off the...
IKEA speaks the language of Emoticons, flat-packs words to mobile
If it takes 20 languages to reach 80 per cent of the World’s population then it is readily apparent that language is a pretty...
12 major brands betting big on customer experience, empowering consumers
When you notice that your bottom-line is impacted by your offering or that your competitors are gaining traction because of how they do what...
What was the lasting customer experience impression of a very consumer December?
You may recall I wrote about the ‘Naughty and Nice’ consumer lists which come out around the most seasonal shopping time of the year...
10 customer experience trends for 2015
Do you know which way the customer experience winds are blowing this year? Here are 10 key points that we have identified as areas...
It’s the most scrutinized time of the consumer year…
For the last five years Consumer Reports has issued its “Naughty or Nice” list of companies, which are rated by their consumer-friendly or not-so-friendly...
Notes and Quotes – Figaro Digital: Digital Transformation Conference
In the surrounding spaces of Arsenal’s Emirates stadium, on what is a typically overcast London morning, an eager collective of digital marketers gather to...
Notes and quotes from the customer experience field: #ForrForum London
A meeting of minds and customer experience professionals at the Forrester Forum in London is always bound to surface some valuable insights and customer...
3 methods the automotive industry is using to boost the digital customer experience
In October, US auto sales were up 6.1 per cent. Chrysler had its best October since 2001 and figures from the NFDA show that...
Holiday shopping facts show seasonal shifts for consumers
Seasonal shopping is a nuanced opportunity for retailers and comes with the need to be agile as the peak demands of campaigns, offline and omni-channel...
25 celebratory customer experience facts for #CXday
25 customer experience facts #cxday from The Digital Experience Blog 98% agree with the statement “customer experience is a great...
Avoiding exceptional exceptions to delight your customers at scale
Have you watched the video above? Did it pull at your heart-strings and give you a warm fuzzy feeling inside for financial services? It...