by Jo Davies | 29 Nov, 2021 | Customer experience, Our blog
Service excellence aims to create exceptional value for organisations’ stakeholders and provide customers with outstanding levels of customer service. Service excellence can be achieved by going beyond satisfying customers’ expectations. It is reached by offering...
by Marcus Hickman | 2 Nov, 2021 | Customer experience, Our blog
A year on from our initial research into shopping apps and their usability, Davies Hickman has revisited the 30 apps in our 2020 study to reveal whether any improvements have been implemented to make the customer experience more enjoyable and the process easier to...
by Davies Hickman | 2 Sep, 2021 | Our blog
It comes as no surprise that the COVID-19 crisis has precipitated a revolutionary change in how we live our day-to-day life. Time that people previously spent commuting to work, gathering with friends and family, going out for dinner came to an immediate halt after...
by Davies Hickman | 2 Aug, 2021 | Our blog
As Artificial Intelligence (AI) rapidly develops, the value of AI technologies, specifically natural language processing (NLP), in improving customer experience (CX) has attracted businesses’ attention. Through Smart Speakers consumers now have some trust in these...
by Marcus Hickman | 1 Jul, 2019 | Customer experience, Our blog
When we talk about ‘chatbots’, we often conflate two different things: text-activated and voice-activated bots. It sounds trite to point out that they are, in fact, very different! Indeed, it’s rare to find a bot that can be activated by text and voice. So, given the...
