Archives

Why Good CX Means Being Fast in the ‘Mobile-First’ World

The rise of mobile as a primary tool for shopping is an inexorable trend – indeed, it is projected that mCommerce will double from 2019–2023 (Eamarketer), ultimately accounting for three-quarters of total e-commerce. In this new ‘mobile-first’ world, speed is...

UK Business Awards 2020: Finalists Unveiled

The finalists for the 2020 UK Business Awards have been announced, with a shortlist of hopefuls representing the very best firms in the country this July. Hosted by Awards International, which brings events including the UK CX Awards to the capital...

Revealed: Backlog of Unused Annual Leave Could Cost Businesses up to £250,000

New research by InstantOffices reveals that UK businesses are likely to face a huge backlog of annual leave requests that could cost businesses more than £250,000, more than 8.5 million people ate currently furloughed at home. With restriction easing as we...

7 Actions To Emotionally Connect With Customers in Times of Crisis

The COVID-19 global humanitarian and economic crisis has forced individuals and companies to rapidly change how they live and work. Many elements of business and life are being challenged; in some cases, the next normal may look very different as new...

Traditional Customer Experience (CX) vs Meta Customer Experience (MCX): Are they the same?

The father of Management thinking, Peter Drucker said: “The purpose of business is to create and keep a customer”. No matter if you are in B2B, B2C or government organisation, the goal is to sustain and grow your business by...

South East Europe Customer Experience Awards 2020: Meet the Winners

The winners of the inaugural South East Europe Customer Experience Awards have celebrated their victory following the finals ceremony via Zoom videoconferencing platform.The first year of South East Europe Customer Experience Awards gathered contenders from across the region for the...

Inventory Management: A Cornerstone of Customer Experience

More than ever retailers must be high alert during for unexpected trading shifts. During these uncertain times, inventory is crucial not just to manage spikes in demand but also to provide a positive customer experience – here, stock visibility, analytics...

Is Your Email Costing you Customers?

As a customer, getting service in the digital age can be very trying.  Hoping that your email messages don’t end up in spam filters or disregarded, getting lost in automated telephone trees, having conversations with chat-bots, among others, leaves most...

Free Guide: Set up Your Remote Team for Success

Many organisations were forced to shift their contact centre staff to remote positions during these times, but have they done it the right way? Here’s a guide on making the most out of your remote contact centre team. In emergency situations...

Why Digital Feedback is Essential for Maintaining Consumer Trust

According to Kantar, the world’s leading data, insights and consulting firm, ensuring that the customer is put first by focussing on customer experience (CX) is one of many crucial factors that can determine what makes or breaks a brand. Perhaps...