Making the human and digital connection

Let’s start off we a couple of questions.

Firstly, what is a digital to human connection? Is it picking up your phone and checking a train time? Is it asking Alexa to remind you of a meeting? Is it putting the washing machine onto a…

The joy of trust

How can you build and maintain a relationship with your customers across multiple channels, different contexts, moods, experiences and environments?

Many software vendors and digital agencies will say — “we have a tool for that, an application that can help or a process…

Three pillars of poor CX

“Customer Experience is at the centre of everything we do”

“Our focus on customers is why we exist as a business”

“Our attention to the needs of our customers is what makes us different”

The experience of being human…

User Experience, Customer Experience, online, offline, digital, face-to-face , so many experiences, so many interpretations of what is a user and what is a customer experience — it’s no wonder organisations and their own customers get confused.

The detail of digital success.

It’s very easy for businesses to understand the immediate impact of a new digital sales or conversion process. They can (if it is implemented relatively accurately), see an immediate increase in the conversion rate of their sales, quote, booking journey alongside the…

Too much digital….?

AR, VR, AI, Automated marketing, bots, blockchain, smart speakers, simple people, small thinking…..

It’s a messed up, muddled up digital world — at a time when we are constantly told that digital will make lives easier….

Ignoring the human

Here are a couple of examples that I have experienced that outline badly disjointed marketing, product and customer engagement strategies that resulted in very poor experiences — if only they had looked at all channels as a whole and customers as humans..

When is UX not UX?

First off — what is a digital experience?

The simple and straightforward answer is whatever you as the customer/user/a person want it to be. It’s your decision.

It’s not something that a business should do for you. Not something that an agency…