Archives

Blockchain: An Integral Part of the New Digital Economy

When Bitcoin was created it was done to be a seamless payment method – backed up by the blockchain – for cheaper, faster, and safer worldwide peer-to-peer transactions. Even Satoshi Nakamoto probably did not foresee blockchain technology spanning into different...

Don’t let the Browser ‘Long Tail’ Derail Your Visual Campaigns

Companies know all about the importance of visual content. According to a 2018 study from Venngage, 56 percent of marketers surveyed said that between 91-100 percent of their content contained visuals. Delivering the right compelling visuals quickly is critical to...

Bosses and Employees at Odds Over Feedback Action, Survey Shows

One hundred percent of the UK’s retail bosses claim to act on employee feedback, but only 67 percent of employees agree, new research has revealed. HR solutions provider People First, surveyed 250 bosses and 250 employees across the UK, and along with the...

FourZeroTwo: The Disrupter set Shape the Future of Online Publishing

This week, the Customer Experience Magazine team attended the launch of FourZeroTwo, a revolutionary new product from the Future Shaping Company.  Four Two Zero hopes to disrupt the publishing industry by introducing a new rights management and payment system. In short,...

UKCXA Winner ContactEngine Lands Sunday Times Tech Track Award

UK Customer Experience Awards winner ContactEngine has picked up yet another honour, being named Best Use of IP at the annual Sunday Times Hiscox Tech Track 100 national awards event. The awards event was held in London this week, and the conversational AI tech...

Be Positively Disruptive by Uniting Humans With Automation

Organisations are increasingly relying on chatbots for customer service as a way to deflect inbound calls and reduce costs, but Forrester Analytics data shows that consumers aren’t thrilled with this approach.  They found consumers are reluctant to trust a chatbot...

Cleaning With Integrity: An Interview With Luke Murfitt

It’s not your average job interview, but a description from Luke Murfitt, founder of Integrity Cleaning, of how one woman kick-started her career after a chance encounter shines a light on the ethos of his business. Picture the scene: a dark,...

Sharpening Skills at the Contact Centre Masterclass

A fresh crop of eager professionals has benefited from the expert knowledge of CX and contact centre guru Daniel Ord at the latest High Performance Management for Inbound Contact Centres Masterclass. Delegates from across the UK arrived in London for the two-day...

Customer feedback strategy: Creating a more individual experience

According to a Salesforce Research paper published last year, 79 percent of customers now expect offers and recommendations from companies to be personalised based on what they’ve already bought.  A trend we’ve seen emerging for years in commerce is now...

Bosses Placing Importance on Being Liked by Staff

New research offers an insight into how employers and employees differ on a range of issues, including being fully engaged in their roles. A study by HR solutions provider People First found that 93 percent of UK employers think it’s important to...