Posts in Customer Experience

Capital One's new browser extension is a great example of common-sense fintech innovation

Last year, Capital One, one of the United States' largest commercial banks and credit card issuers, launched Eno, a digital assistant that allows customers to manage their accounts conversationally through SMS.

Now, Capital One has brought Eno to the browser through a new Chrome and Firefox extension that could prove very useful to Capital One cardholders.


How UX makes Cookpad's app the best antidote to Instagram for foodies

Recipe sharing has come a long way from hand-me-down cookbooks. Now, you can find out how to make anything from roast beef to ramen with just a quick search online.

CookPad, Japan’s largest recipe-sharing network, now has global headquarters here in the UK in Bristol (where they are rapidly growing a data science team to further augment their app andnservice). With 60 million monthly unique users in Japan and 40 million global users per month – its hungry user-base is rapidly growing. 


A UX review of Etsy, the most user-friendly mobile website according to Google

Any retailer that doesn’t have a mobile-friendly website doesn’t just risk losing out on sales. A poor mobile experience can lead to basket abandonment, or worse - a lost customer for life. 

This is because shopping on mobile is now second nature for most people. According to Adobe, 61% of visits to retail sites now stem from mobile devices, while 70% of purchases are predicted to be made on mobile over desktop by the end of the year.


How Now TV is mastering multichannel customer experience

In a market with Netflix, Amazon Prime Instant Video and plenty of other over-the-top and pay-TV services, Now TV obviously has its work cut out to compete.

Owners Sky have backed the service with a range of advertising and product innovation, leading to impressive recent growth figures; adding nearly 50% to its subscriber numbers in the 12 months to Q4 2017 (1.5m total).


15 marvellous microcopy examples (and how they improve UX)

The devil is in the detail, or so they say.

When it comes to creating a great user experience, this certainly seems to be the case. From slick pop-ups to real-time social proof – there are many features that can help create user flow.


The best digital marketing stats we’ve seen this week

With snow hitting UK shores this week, it’s a wonder we’ve found the time to think about anything other than the cold. But what do you know, we’ve just about managed…

So, let’s delve into what else has been happening, specifically in the wonderful world of digital marketing.

This week’s roundup includes news about open banking, customer data, YouTube, and paid ads. For more, don't forget to check out the Internet Statistics Compendium.


Eight things your chatbot should never do

Chatbots have been massively hyped up over the past couple of years. Some people have suggested the technology will eradicate the use of apps, while others have claimed they will entirely eliminate customer service jobs.

But what does the average user really think of brand bots? 


Banks set to release money management apps as UX change spurred by Open Banking

While six of the U.K.'s biggest banks have been given until March to adopt Open Banking for most of their customers, the writing is on the wall: large retail banks will be forced to compete differently.

In response, a number of them are gearing up to launch apps that help their customers manage their money.

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The best digital marketing stats we’ve seen this week

Ready for your weekly roundup of stats?

This one includes news about GDPR, email spam, out-of-home ads, and CX. There’s lots more in the Internet Statistics Compendium too, so feel free to download at your leisure.


How to encourage online reviews (and reasons why you should)

There are endless statistics that hammer home the importance of online reviews. 

Today, 85% of people are said to trust online reviews more than they do personal recommendations, while customers are reported to spend 31% more on companies who have excellent reviews.

trainline logo

Trainline's head of engineering: "building our own voice app was a no-brainer"

Voice is "here to stay" according to Jonathan Midgley, Director of Engineering at Trainline, who added that building a voice app was "a no brainer".

We caught up with Midgley to ask a few questions about how Trainline is using AI in its products.

wateraid chatbot

Five examples of charity chatbots

Whether used to entertain or as a tool for customer service - a wide range of brands (from a variety of industries) have experimented with chatbot technology. 

When it comes to new innovations in technology, the third sector typically often lags behind others. This is understandable, of course, as with greater financial challenges, investment can be a daunting prospect. 

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