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 experience. It is as much about the consumer buying into a long-term relationship and less about the one-off purchase. Businesses need...
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 the customer journey. But at any point you can lose your customer for good and never get them back. While many...
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 momentum as a window of opportunity for commerce, arresting consumer attention in the moment of a habitual journey. Commuter commerce...
[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 route taken in booking this trip was different. Before, I have assumed the all-in-one package holiday. Flights, accommodation, one price and...
[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 opportunity but that’s not going to stop us from sharing with you some compelling research into the diminishing return on...
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 great opportunity to craft your own narrative and storylines based on a bedrock of having read wonderful stories in...
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 ‘how businesses are benefiting from blogging’ and the like. That’s done and thank goodness for that too. I’m sure in...
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 drawing board and in to a fully-fledged program that is part of the business and crucially…serving the business. The connective...
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 useful but complex beast for business and humanity alike – to understate it ever so slightly. So how can business and...
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 they do, you need to differentiate. 2015 is fast-becoming the year of innovating around the customer experience to differentiate, catch-up,...
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 in December. Well, once again, you shopped and the myriad tactics retailers used to get us to part with our...
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 of interest and customer experience trends that will gain traction in 2015. It might surprise you that many are about...
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 policies. It’s strategically issued around Black Friday, as shoppers are particularly vulnerable during the hectic holiday season – which also...
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 discuss the finer points of digital transformation and customer experience. And we’re off!! Packed at #FigDigConf today at The Emirates… pic.twitter.com/KHmNbK0W5r…
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 experience wisdom from those that know and do on a daily basis. As Andrew Murphy – Retail Director for John...
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 there has been a 14.2 per cent year-on-year increase in car ownership registrations. A car is a significant purchase, and often...
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 experiences all come in to sharp focus and greater consumer scrutiny at this time of year. Take a look at...
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 profession to be in.” Source: State of CX Profession, 2014 Customers who engage with companies over social media spend 20%-40% more...
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 did for me. But then I got to thinking…sure you might be tempted to switch your banking to TD if...