In our latest series of interviews we’ve set out to truly understand customer experience, to establish where it is now, and find out where it will go next. This week we’re speaking to Neil Davey, Editor of MyCustomer... Hi Neil, how did you end up specializing in CX? My background was originally in newspaper journalism before I started writing for Internet Works, one of the earliest publications in the UK covering digital business. Even back then we touched

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It’s ironic that many technology companies do not use technology internally at a standard that would be considered effective. Many companies do not effectively share data or do not connect processes to maximize productivity. One area that is readily apparent for improving disconnected processes is in appointment scheduling. Let me know if any of these scenarios sound familiar at your technology company: Your colleague is interviewing a job candidate and the interview is running long. Your colleague has no

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Welcome to the latest industry update from BookingBug. Every month, we summarize a handful of the key stories that you may have missed along the way. Find us on Twitter and LinkedIn to receive regular updates. From the industry: Brands unclear who should take responsibility for customer experience Marketing Week June 1, 2017 “Just 35% of CMOs believe it is their responsibility to use customer data insights to improve the customer experience, compared to 37% of CEOs and a mere

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Recently, we looked at a few U.S. cities that are on the forefront of eGovernment innovation. These award-winning digital governments, including Los Angeles, Durham and Virginia Beach, are innovating their governments to be more user-friendly and accessible for their constituents. What is eGovernment? eGovernment or egov (short for electronic government) is a trend that is being driven both internally by government entities looking to improve efficiency and costs and externally by citizens demanding the same level of digital access

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In our latest series of interviews we’ve set out to truly understand customer experience, to establish where it is now, and find out where it will go next. First up is Blake Morgan, Keynote Speaker, Futurist, Customer Experience Reporter at Forbes and Author of More is More. Hi Blake, Let’s start with what you think have been the most significant advances in CX in previous years? It's an interesting time in history, because people, no matter what type

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Modern day retail loyalty is no longer as simple as collecting loyalty points on a plastic card. Nowadays it is the entire user experience which will determine whether customers choose to return again. Retail brands from all over the world are investing more and more in customer experience to create genuine long term customer loyalty, especially through recent technological innovations. By making sure their stores are up to date with the most innovative technology, they hope that customers will have

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