Archives

Netcall’s latest research: 50% of leaders worry they will fail to engage with customers

The latest research by Netcall, a leading provider of customer engagement solutions, in collaboration with Davies, a professional services and technology business, reveals some interesting results. This paper uncovers both drivers and obstacles of further CX transformation. As a team dedicated...

Gartner’s latest research: 64% of customer service leaders will focus on business growth in 2022

Last week, Gartner published the results of their survey on customer service support priorities for 2022. According to the research, 64% of customer service and support leaders named ‘grow the business’ as their most critical priority in the upcoming year. Besides...

Consumers have changed: are brands ready to respond?

From omnichannel shopping to brand switching, the pandemic has accelerated some key trends in consumer behaviour. It has also profoundly altered customers’ perceptions and beliefs about the companies that serve them. Four key trends in customer behavior As an organization that...

Play the game: how gamification can boost customer engagement?

According to the IPC report released in January this year, the 2021 peak holiday season promises an impressive show. With ever-changing customer requirements, not every brand will be able to answer adequately on emerging digital demands and delight their users...

How has Dreams used tech to drive CX?

With a boom in demand for its customer service team, Dreams needed technology that would empower its agents to deliver personable, personalised and memorable customer interactions. Dreams’ CEO and Head of Customer Services share how they use technology to drive...

Unlocking the potential of API-driven services

Without the digital capabilities which we all relied on during the pandemic, the effects of COVID-19 on many businesses would have certainly been far more detrimental. Yet beyond the standard online tools and services, there is a huge opportunity for...

International Customer Experience Awards 2021: the biggest ICX awards ever organized

What a week for the Awards International team! With 120 companies and 130 judges from 50 countries, the International Customer Experience Awards has been one of the biggest CX awards ever hosted! Moreover, this is the first time Awards International...

Supply chain crisis: no Christmas presents this year?

The UK’s ongoing supply chain crisis, with both Brexit and COVID related issues, has resulted in an extremely unwelcome vortex of challenges for the retail sector. This has spared unsurprising concern from consumers and suppliers alike. Warnings of disruption from sector leaders at various points across the supply chain, whether from retailers or shipping executives, has been met...

CXM and Capita are hosting a webinar about the need to simplify digital self-service

CXM is delighted to announce that we will be hosting a webinar in partnership with Capita, a consulting, transformation, and digital services business. The main topic is the urgent need to simplify digital self-service and create proactive strategies that sustain...

Four reasons why experience should be the core of any ESG strategy (part 2)

Some of my most recent conversations with executives have revealed that ESG initiatives are among their top priorities. In this two-part series for Customer Experience Magazine, I’m exploring the role experience management leaders can play in bringing ESG strategies to...