Archives

Quality: The Pillar of Customer Experience

Companies are shooting themselves in the foot consistently when it comes to their Customer Experience. Why though…and how do we help them improve? In the past 18 months, we’ve seen several major Customer Experience (CX) blunders from big brands. Three that come...

UK Employees Want Legal Requirement to Protect Workforce from Bots

Most UK employees anticipate a positive impact from artificial intelligence (AI) in the workplace, a new report from Genesys has revealed. The global leader in omnichannel Customer Experience and contact centre solutions studied the evolving relationship between employees and technology in the workplace. They...

Digital Marketing Strategy to Drive Customer Engagement: A Route map for Startups

In their earliest days, dynamic startups are so intently concentrated on the product or solution they have created, and the innovative, creative concept behind it, that they lose focus on the key process of taking it to market, engaging with...

Productivity Suffers as Employees Struggle to get Internal Info

UK employees are wasting two hours each week trying to track down the right information internally, which is in turn impacting the quality of customer service they deliver. That is the findings from new research by 8×8, which quizzed 2,000 employees in...

Operational and Analytical CX: Know the Difference

It can be easy to think of customer experience programs as one homogenous aspiration for organisations, but with a little probing, what often emerges are two discrete types of programs: analytical, and operational CX. In both cases, CX professionals will...

How Startups Disrupt the Financial Ecosystem

...

Resolver to Partner 2020 UK Complaint Handling Awards

Online complaints resolution specialists Resolver has been revealed as a sponsor for the 2020 UK Complaint Handling Awards. The free independent service is the go-to for customers to connect with businesses around the world and successfully resolve issues. The firm joins...

Free Webinar: The Future of Midsize Call Centres in the Digital Age

An upcoming webinar will shine a light on how midsize call centres can adapt and thrive in the digital era, with expert advice from Genesys and Frost & Sullivan. Hosted by Customer Experience Magazine, the free webinar will take place on...

Who you Gonna Call?: Building a Chatbot for the Ghostbusters

There was something strange in the neighbourhood of Denver, Colorado this summer at the Xperience19 conference, hosted by Genesys. The theme for one memorable breakout session on how to build a chatbot was spooky comedy classic Ghostbusters, and as you might expect, plenty of...

Using Biometrics to Improve User Experience

Data-driven analysis has been the cornerstone of our understanding of digital performance, from campaigns and websites, to all the components that contribute to them. Analysis and the production of objective data to demonstrate performance has been one of digital’s greatest...