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Genesys Announces Partnership with Adobe to Deliver Contextual CX

Genesys, the global leader in cloud customer experience and contact centre solutions announced partnering with Adobe to help organisations break down data siloes between marketing, commerce, sales and service departments. A new integration between Genesys Cloud and Adobe Experience Platform, organisations will...

Is Your Digital Customer Experience Ready for the ‘New Normal’?

The coronavirus has fundamentally changed customer experience. Consumers’ attitudes, shopping habits and budgets have all been impacted severely. The only way organisations can survive this tumultuous time is to adapt fast and re-connect with their customers so that they are...

Medallia Launches Service Experience Quickstart for ServiceNow

Medallia, the global leader in experience management, today announced Service Experience Quickstart for ServiceNow Customer Service Management (CSM) enabling companies to capture customer service experience feedback in real time and take intelligent action to optimise those experiences in-the-moment in ServiceNow CSM. The pre-configured...

Evolving With the Age of the Customer Through Digital Transformation

Rapid advancements in technology mean consumers now have the power to dictate the rules and control their relationships with brands. Chief Customer Officers (CCOs) must ensure their companies are able to keep up with these expectations about quality and speed of...

The New Rules of Customer-First Marketing

There’s no denying the global coronavirus crisis has caused an incredible amount of disruption to all aspects of daily life. The sheer force of the virus has resulted in entire industries being forced to shut down or rethink their business...

2020 International Customer Experience Awards: Entry Deadline Approaching

The entry deadline is fast approaching for the 2020 International Customer Experience Awards, the global celebration of customer experience taking place fully online on November 19, 2020. Potential entrants have until September 4 to submit their entries and have a chance...

Grow Brand Loyalty, Organically

Customer experience ecosystems are complex and multifaceted, with multiple moving mechanisms across many organisational silos – each with their own set of values, beliefs and key performance indicators. Carefully curated customer experience initiatives synchronise and steer these cross-functional team efforts...

Diversity and inclusion in CX

A lot is written about diversity and inclusion in CX in recent times, but not merely enough. In my opinion, there are two sides to the diversity ‘coin’ and, when it comes to the contact centre, inclusion is equally important –...

Gulf Customer Experience Awards 2021: Entries now Open

The Gulf Customer Experience Awards will return to Dubai for 2021 in a new-look ceremony that will celebrate the very best CX strategies in the region.Hosted by Awards International, the 2021 finals event will take place in Dubai on February...

Human vs Digital Touchpoint: Does One Outplay the Other?

None of us volunteered for it, but we’ve all been a part of a global customer experience prototyping exercise. Locked down in our homes, with severely limited or zero physical interaction with other humans. All the while digital platforms or...