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Posts in Customer Experience

The case for chatbots being the new apps - notes from #WebSummit2016

 “Bots are the new apps” according to Microsoft CEO Satya Nadella in a keynote given at a Microsoft developer conference in March 2016.

On the basis of the amount of start-ups working on bot related activities at Web Summit 2016, it would seem as if bots may be about to become mainstream after all.

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Disrupting loyalty: How can hotels become enablers, not just destinations?

Location is everything in the hotel world.

But are hotels doing enough to make the most of their locations and enable better experiences for guests?

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How four UK retailers are giving consumers the ‘VIP’ treatment this Christmas

According to new research, millennials are hoping to get more from their Christmas shopping this year than just a sack full of gifts.

Salesforce’s Connected Shopper Report suggests that younger consumers are becoming increasingly demanding, with most now expecting a VIP-like experience both online and in-store.

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design

Why is design thinking suddenly so important?

Design thinking is one of the year's buzzphrases.

Though it has been around for decades, design thinking is back in focus due to the rapid expansion of digital products and services.

I recently wrote an article asking 'What is design thinking?'. Now, let's look at why companies should be using design thinking.

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ai

10 examples of AI-powered marketing software

Artificial intelligence has many uses in marketing.

This year the level of interest in AI has bumped up a notch, partly due to press coverage of Microsoft's Tay, Google Photos, and IBM's Watson (the list goes on).

With many software-as-a-service companies acquiring or developing AI, I thought I'd round up some examples.

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adidas

Nike vs. Adidas vs. Under Armour: Site navigation comparison

Who has the best site navigation - Nike, Adidas or Under Armour?

I have already looked at their product pages and email data capture, but now we'll examine site search, header menu, category pages and more.

By the end, we will have crowned a winner.

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thorntons

Thorntons fudges site relaunch, asks customers to re-register

Thorntons launched a new website this week and Twitter was quick to point out a few issues, including one reminiscent of Marks & Spencer's migration fail of 2014.

Let's take a look at a few places where improvements could arguably be made, as well as some brighter spots.

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Why marketers need to pay attention to the Internet of Things

Last week I attended Web Summit, now one of the world’s largest tech conferences.

Most of the talks that I attended were at the digital marketing stage although I did make time to attend talks at the data and analytics stage, the content maker’s stage and design stage. 

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Eight features to appreciate on Hunter’s revamped ecommerce site

Hunter has recently optimised its ecommerce site with the aim of reducing basket abandonment and enhancing the overall customer experience.

I've had a look at the site and, while it's not perfect, found these eight neat features for you to enjoy.

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How Birchbox and Trendyol approach data and personalisation

With four million customers and operations in six countries, Birchbox has been at the forefront of innovation in the beauty sector.

Though it might be less well-known, Turkey’s leading ecommerce site Trendyol has been similarly innovative in understanding the fashion needs of consumers.

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The impact of technology and social media on the music industry

The music industry is an unrecognisable place compared to just 10 years ago.

For an artist like Ne-Yo, who first tasted success in the early noughties, the transition has been hard to witness. 

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design

What is design thinking?

Is it a mindset? Or a process? Or just useless business speak?

Let's investigate the meaning of design thinking.

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