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ContactEngine: Facilitating the Future of Customer Conversations

2019 has proven to be a successful year indeed for the conversational AI experts at ContactEngine, which is leading the vanguard in changing the fundamentals of how 21st-century customers interact with brands. It’s been a year in which their trophy shelf...

Succeed in Experience Management with Experia Summit

This article was jointly written by Annette Franz, CCXP, and Joakim Thorn, XM Scientist, co-founders and hosts of upcoming free online event Experia Summit.   Google the term “experience management” and you’ll find as many definitions as colours of the rainbow, and then some....

Fictional Fast Food Drug Front Would be Among Best Places to Work

Despite being a front for a criminal empire built on crystal meth, Breaking Bad fried chicken restaurant Los Pollos Hermanos is among the best fictional food franchises for Employee Experience, according to new research. Food box company Gousto has revealed a...

You Should Give a Sentimental Feeling for Customers this Christmas

Emotions run high in the build up to Christmas, with sentimental songs, moving charitable causes, and emotive TV ads all tugging at consumer heartstrings.  So, in the midst of the festive shopping frenzy that starts this week with Black Friday...

Kantar Names First Direct as CX Leader in Banking Survey

Leading insights agency Kantar has named named First Direct the UK’s top bank for CX in a new report that compares brand perception with the thoughts of customers. Kantar’s inaugural CX+ report on retail banking surveyed 8,687 retail banking customers who were...

UK Trails Europe on AI Adoption

The UK is trailing behind Europe in customer service as brands race to adopt AI technologies to transform how they engage with customers, according to new research. Customer engagement software firm Freshworks found that just over half (54 percent) of UK...

Legal & General Homes: Customer Experience, Built In!

In October, Legal & General Homes landed the Customers at the Heart of Everything gong at the 2019 UK Customer Experience Awards. Here, the firm’s Sales & Marketing Director Denise Stewart writes for CXM on why quality Customer Experience is...

UK Complaint Handling Awards: 2020 Finalists Unveiled

The finalists for the 2020 UK Complaint Handling Awards have been revealed, with high street and household names among the brands vying for success at the upcoming gala ceremony. The fourth year for the awards, the final of which will take...

Black Friday is Changing – and so Should Your Ecommerce Approach

It might seem counterintuitive to suggest that major retail periods like Black Friday and Cyber Monday would boil down to anything other than price for consumers. But as competition between brands gets tougher and tougher year-on-year, and sales periods start...

You Can’t put a Price on Being Nice: Top Tips for Call Centre Staff

For many organisations, the contact or call centre is still the shopfront of the business. At last count, there were 6,175 contact centres in the UK, employing some 772,500 agents. As the first port of call for clients and customers,...