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 Matthew Watkinson, CX Consultant and author of The Ten Principles Behind Great Customer Experiences Hi Matt, How did you end up specializing in CX? I began my career as a web designer and by the time I left university UX skills were in big demand.

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A retail-tech company, Three Square Market, recently took the decision to microchip staff, allowing them to log into computers, open doors and purchase items from the vending machines at the office using Radio Frequency Identification (RFID). While there are concerns that this could be the start of surveillance like that in the Orwell novel Nineteen Eighty-Four, others see the microchip technology as having the potential to revolutionize the way we interact with the world around us, including the retailers. RFID

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BookingBug Board Game Night

Ben Lamb

by: Ben Lamb

Last week the BookingBug dream team hosted a board game night in the London office which started in a friendly style 7 player game of the cooperative Mysterium. James took the role of the restless spirit, with Ed, Phelim, Mike, Chase, Joel and Piotr taking up the challenge of interpreting the 'visions' he was sending them, and solving his murder. The game came down to a knife-edge vote in the final hour, with top mystic Joel making the correct call

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It’s that time of year again. eTail East is kicking off this month bringing together eCommerce and Omni-Channel Retail Innovators. eTail East is held at The Sheraton in Boston and will bring together 900 retailers, 100 speakers and many services and solution providers under one roof. This year promises some amazing keynotes, sessions and networking opportunities. So how can you pick just the cream of the crop? In the end, it depends on where your brand sits today and

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Welcome to the latest industry update from BookingBug. Every month, we summarize a handful of the key stories across the sector that you may have missed along the way. Find us on Twitter and LinkedIn to receive regular updates. From the industry: Customer experience with brands ranked 'OK' across key industries, with less than 1% ranked excellent The Drum June 30, 2017 “Forrester analyst Rick Parrish and team found that only 18% of US brands were noted for providing good

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Chatbots have been a hot topic in retail in 2017, and it looks like this trend is set to continue. Many retailers have introduced the humanoids into their online and mobile customer service strategy to offer customers the human touch in real time, which has become desirable in the digital age. Accenture Strategy recently found that 77% of individuals still want human interaction when they require guidance and advice, which can be a challenge for retailers to provide when more

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Unless you keep your cash stashed under the bed, it’s inevitable you’ve experienced how technology has impacted the way we interact with our finances and the institutions that take care of them. From contactless payments to peer-to-peer powered loans, technology is transforming and enabling dramatic shifts in the industry. But while it’s widely accepted by banks that tech can help improve their offering, few people believe it will replace humans entirely. It’s about finding the fine

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