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Digital Snippets

Short, interesting snippets around published, digital content. Also includes insightful commentary from one of our digital specialists

Can CX help banks save their customers from Big Tech?

Can CX help banks save their customers from Big Tech?

Providing a good customer experience is key for banks to compete against Big Tech financial services, who are luring customers away
Utilities: is digital transformation really improving CX?

Utilities: is digital transformation really improving CX?

With digital transformation in utilities becoming more of a priority, one would expect a better CX. But this is not always the case. Mia Papanicolaou explains why customers must be the priority.
3 Easy Hacks To Make Your Email Work In Dark Mode

3 Easy Hacks To Make Your Email Work In Dark Mode

Three easy hacks that will make an email work in dark mode and find out more about email accessibility
How To Use Chatbots To Improve Your Digital Communication

How To Use Chatbots To Improve Your Digital Communication

Mia Papanicolaou discusses how chatbots can improve emails by answering billing questions and doing simple tasks
Financial services companies must build trust to conquer African markets

Financial services companies must build trust to conquer African markets

Financial services in Africa that want to take advantage of the massive opportunities presented to them, are faced with unique challenges. Brent Haumann elaborates.
AI and dynamic content can turn financial communications into great digital experiences

AI and dynamic content can turn financial communications into great digital experiences

How financial services companies can provide great digital experiences by using AI & dynamic content to enhance customer communications
Utilities must invest in CX

Utilities must invest in CX

Why utilities must invest in CX more than cost reduction. Mia Papanicolaou explains why digital customer communication is the best way utilities can make an impact.
4 Ways AI can transform customer touch-points in insurance

4 Ways AI can transform customer touch-points in insurance

AI technologies can be used to transform insurance touch-points and enhance interaction with customers. Our expert, Mia Papanicolaou, provides four ways to make this happen.
This is what happens when we favor data over humans...

This is what happens when we favor data over humans...

When customer experience teams favor data over human insight, the result is a lack of qualitative input to the communication strategy
Why asking employees how to improve your CX is vital

Why asking employees how to improve your CX is vital

Employees are often overlooked as a source of valuable information about customer experience (CX)
Can AI drive more exciting changes in the insurance sector?

Can AI drive more exciting changes in the insurance sector?

AI technologies are driving exciting changes in insurance products, but also in how insurers communicate. Elizabeth Stephen elaborates.
AI and email marketing - how to secure scarce expert skills?

AI and email marketing - how to secure scarce expert skills?

AI and email marketing requires expert skills in data, machine learning and communication. Ross Sibbald gives insight into assembling the right team.
Are You Happy To Buy Insurance Coverage From A Chatbot?

Are You Happy To Buy Insurance Coverage From A Chatbot?

Chatbots are an example of how artificial intelligence is changing service in the insurance sector. Elizabeth Stephen takes a look at whether you should buy insurance from a chatbot.
Does America need its own GDPR to remain competitive?

Does America need its own GDPR to remain competitive?

While U.S. state-level data protection laws can make it really difficult for organizations to keep track, the absence of a comprehensive data protection law affects trade potential with the EU.
5 Simple ways to avoid being replaced by a bot

5 Simple ways to avoid being replaced by a bot

The rise of artificial intelligence, machine learning and chatbots will change the workplace, and jobs will be lost. A quick read from Alison Treadaway on 5 ways to ensure you don’t get replaced by a bot.
4 Threats to South Africa’s success in digital transformation

4 Threats to South Africa’s success in digital transformation

Digital maturity - South Africa ranked 9th of 42 countries by Dell. Find out what Striata’s Brent Haumann sees as threats to maintaining the pace of digital transformation.
Does storytelling still play a role in today's digital world?

Does storytelling still play a role in today's digital world?

Dori-Jo Bonner says storytelling is a powerful tool for email marketers and gives 6 tips on how to use storytelling to boost email engagement
Will technology or education win the battle over email cyber attacks?

Will technology or education win the battle over email cyber attacks?

Read why organizations should not only focus on technology to combat email threats - user education is key!
Email is still a powerful marketing tool

Email is still a powerful marketing tool

Mia Papanicolaou explains why email remains a powerful tool in a digital marketer’s arsenal
Customer Journey Mapping - why it’s important for a great CX

Customer Journey Mapping - why it’s important for a great CX

Defining customer journeys is a complex process - to get you started, Brent Haumann provides some key guidelines that will help your Customer Journey Mapping (CJM) workshop stay on track
GDPR shows its teeth with record fine for British Airways

GDPR shows its teeth with record fine for British Airways

BA data breach & GDPR fine - don’t find your organization in the same boat! Read what James Hall says about the incident and how to avoid similar data breaches
When last did you review digital communication within your customer journey maps?

When last did you review digital communication within your customer journey maps?

Read how a digital communication assessment can help you to focus on achieving quick fixes within your broader CX enhancement strategy.
Do you have a data breach notification plan?

Do you have a data breach notification plan?

When it comes to notifying all affected individuals of a data breach, a notification management plan is imperative - read what James Hall says you need to include in this plan
Email's appeal endures across generations

Email's appeal endures across generations

Ross Sibbald says it’s wrong to say that the younger generation are moving away from email - it remains a favorite channel for B2C communications. Read more
Insurers - focusing on cutting costs alone, could be damaging your CX

Insurers - focusing on cutting costs alone, could be damaging your CX

Insurers that focus on cost cutting to the detriment of CX could be damaging customer relationships. Read what Elizabeth Stephen says about CX as a key differentiator
Where does your business fall on the digital maturity framework?

Where does your business fall on the digital maturity framework?

A digital communication maturity model will help identify appropriate steps to further transform your communication strategy - Read more
Insurers need to use AI to drive CX

Insurers need to use AI to drive CX

Insurers can enhance their customer experience by leveraging the power of artificial intelligence. Discover how you can use AI to improve current processes and enhance CX.
Does your digital communication need a health check?

Does your digital communication need a health check?

Read how a digital communication audit can help ensure that your digital communications are not fracturing the customer experience
1-to-1 Messaging - Are we there yet?

1-to-1 Messaging - Are we there yet?

Michael Wright explains what organizations need to do, in order to deliver the ‘next best message’ to their customers and ultimately succeed at digital transformation
It’s time to improve consistency in your customer messaging - but where to start?

It’s time to improve consistency in your customer messaging - but where to start?

Elizabeth Stephen gives some great tips on how to improve consistency in your customer messaging - includes snippet from our recent webinar.
Most companies are getting customer experience wrong

Most companies are getting customer experience wrong

Many organizations don’t know what CX means & how to get it right. Brent Haumann explains how to make your digital communication a key driver of your CX
The types of emails consumers value most, might surprise you...

The types of emails consumers value most, might surprise you...

Elizabeth Stephen explains the value of operational messages and how they can be leveraged to drive customer engagement.
Are utilities immune to the changing expectations of today's digital customers?

Are utilities immune to the changing expectations of today's digital customers?

Utilities need a digital transformation strategy that delivers a great CX. Read what Elizabeth Stephen says about driving CX in this sector
Digital messaging: when hyper-personalization becomes 'creepy'...

Digital messaging: when hyper-personalization becomes 'creepy'...

Short, interesting snippets around published, digital content. Also includes insightful commentary from one of our digital specialists
Data privacy and hyper-personalization - can we have both?

Data privacy and hyper-personalization - can we have both?

Ross Sibbald says you can achieve hyper-personalization within a data privacy framework. Read further to learn how