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Articles and Research December 6, 2019

Some website users undergo a bad UX, which leads them to exit — or worse — bounce from a website, possibly to never again return. Understanding what causes premature site exits is key to improving the customer experience (CX), and delivering journeys that help customers meet their wide-ranging digital expectations. Making use of data for […]

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December 8, 2017

In the UX Spotlight series, I post weekly on UX features that impressed me online, and are great examples and inspiration for anyone looking to enhance their digital user experience. Successful online retail depends on the confidence of your shoppers. Customers need to feel sure that they’re making the right purchase, even though they can’t […]

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September 14, 2017

Planning and booking a trip online has never been so easy. But in the fast-evolving landscape of digital retail, what was good enough yesterday might not meet the expectations of tomorrow’s customer. With over 80 million train ticket sales per year, Voyages-sncf.com is Europe’s #1 train ticket retailer. The official distribution outlet of French rail operator SNCF, the site […]

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August 16, 2017

Launching an innovative new product that relies on a direct-to-consumer sales strategy is an exciting business proposition in the age of digital retail. But depending on a single sales channel also presents tremendous challenges for brands — if there’s only one place for your customer to restock, then you better make sure it’s inviting. In […]

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