The top 5 complaints from online shoppers

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eGaming Review & Qubit on 2016 Personalization trends.

Thought Leadership

eGR's Thomas Simpson interviews Qubit's eGaming experts on future CX trends. 

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eGaming customer experience will blast off this year

Customer experience

At the height of the Space Race, billions were spent in a race to the finish line, with both sides innovating as fast as possible and gunning for victory.

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How the expectation economy will shape 2016

Thought Leadership

Once upon a time, expecting a barista to know your coffee order before you walked into the coffee shop depended upon a relationship built up over many coffee breaks, and a lot of caffeine.

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Missing out on maximizing ancillary revenue? The digital conversion conundrum

Travel

Welcome to the good times.

Travel brands are surging ahead with $600 billion in online travel sales in 2014 (PR Newswire, 2015). Airlines, for example, have had their most profitable quarter since 2007, in large part due to the key role now played by extra add-on fees. 

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Competing on Customer Experience: An Interview with British Airways’ Sir Colin Marshall

Travel

“We focus intensively on the customer...we strive to make our customers’ travel experience seamless, personal, and caring”
Sir Colin Marshall, Former Chairman, British Airways

Twenty years ago, Sir Colin Marshall, Former Chairman of British Airways, featured in an interview for Harvard Business Review on how BA aim to differentiate in their approach to customer experience. Sir Colin noted that even in an intensely competitive and price-sensitive market, there are plenty of people who would be willing to pay a premium for a good service. Twenty years on, there are still pertinent lessons in this interview that resonate with companies such as Qubit, who are empowering brands with a toolkit to enhance their customer experience for better business results.

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Four tips for engaging return visitors

Web Personalization

When devising a testing strategy, it is important to think about how to segment visitors in a functional way which is both scalable and allows for continuously optimised personalisation.

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Welcome to the expectation economy

Retail

Between 2012 and 2013, Twitter’s fastest growing demographic was between ages 54 to 66, growing at 79% (Buffer, 2013). Women make up the highest percentage of gamers (IAB, 2014), while sub-Saharan Africa is now the world’s largest mobile technology market (Gallup, 2014).

These statistics fly in the face of conventional wisdom about consumer behavior.

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Qubit breakfast series: NY fashion preps for the holidays in June

Case studies

The next stop on Qubit’s breakfast series was our very own New York City. On a warm sunny day, fashion entrepreneurs, business executives and journalists gathered atop the beautiful NoMad Hotel rooftop to learn about how the fashion world leverages data and analytics to prepare for the holidays.

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Customer experience is the new black

Travel

Points-based loyalty systems, introduced by airlines over three decades ago, transformed the travel industry overnight. The prospect of a free trip to a dream city was enough to entice customers to stay loyal to an airline. It was just that simple.

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