Archives

Content strategy: out with the old

It is impossible to build a cutting-edge skyscraper with a hammer and a box of nails. Modern construction projects call for modern tools designed for the job. And the same is true for a content strategy. Businesses can’t deliver the...

Applying emotional intelligence in CX: An interview with Sandra Thompson

Applying empathy became a practice to understand and connect with customers. While it is beneficial to put in the effort to satisfy your customers’ needs, what is more, important is to have them coming back. Exceeding customer expectations is one...

Contact Centre Technology Solutions? Not the Silver Bullet to Fix Your CX Challenges

CCaaS (Contact Centre as a Service) AI, CX, Omnichannel, Unified Reporting, Automation, Analytics, Deflection, digital transformation…. The list of desirable jargon in the industry rumbles on in the minds of those chasing the ultimate transformation of their ‘Customer Experience’ and...

UK Retailers Lead the Way in Omnichannel Marketing, Have Yet to Utilise the Full Potential

New data collected from an omnichannel marketing automation platform, dotdigital, reveals the UK leads the way in omnichannel marketing, as 31 percent is scored by UK retailers against key success market, compared to the global benchmark of just 18 percent. Despite...

Why a Cloud Strategy Has Become Today’s Unsung Hero

Digital transformation agendas have been accelerated in both public and private organisations, where innovative cloud solutions have quickly been adopted, making a cloud strategy the unsung hero in the fight against COVID-19. It is no secret that the pandemic has already exacerbated...

Yearning for Human Engagement: Customer Service in The Next Normal

Human interaction is critical to our wellbeing, which is why many of us struggled with the COVID-19 lockdown. As Nicholas Christakis at Yale put it “The world called on us to suppress our profoundly human and evolutionarily hard-wired impulses for...

You Are on Mute: The Perks and Downsides of Working From Home

A new study on productivity and employee well-being in a remote-first workplace find inadequate tools, lack of consensus on digital etiquette and guidance as major challenges in this type of working environment. The international study conducted by digital transformation leaders, Adaptavist,...

Great CX Doesn’t Happen by Accident

Great customer experience doesn’t happen by accident. It takes a long-term commitment to learning about your customer, an understanding that the work is never ‘done’, and a universal vision shared by everyone who works in your organisation – to provide...

ContactEngine Listed as a Sample Vendor in Gartner Hype Cycle for Customer Service and Support Technologies 2020

ContactEngine, a leading provider of proactive conversational AI and a UKCXA Winner, has announced that it has been identified as a Sample Vendor in the Gartner Hype Cycle for Customer Service and Support Technologies, 2020 report. ContactEngine was recognised in the...

How Collecting Consumer Data Enhances Your Business CX

There are numerous technological options to choose from in order to collect customers’ data. What they all share is the ability to keep track of your customers’ spending, how often they visit your website, their overall opinion of your business,...