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Compliance and Customer Experience: Not a Zero Sum Game

Businesses in regulated markets don’t have to choose between satisfying their customers and regulators, because compliance and CX isn’t a zero sum game. Yet with the right tools and focus, they can do both. Customer expectations are perhaps higher than ever. Conditioned...

Smartphone Shopping Skyrockets: Retailers Warned to Adapt or ‘Disappear’

Customers using smartphones to shop has skyrocketed by 141 percent in 12 months, according to new research. Insights tech firm Feefo has published results of a study that shows the use of laptops and desktop computers has plummeted at the same time...

Aligning the Competing Agendas of Customer Service

It’s time to rethink connected services and the way we interact with our customers. A lot has changed during the last 20 years in the customer service sphere, and it’s vital that companies engaging in it change too – and challenge...

Seven Steps to Solve the Digital Talent Shortage

The talent conversation is a hot one in digital. With the ever-increasing number of tech start-ups, expanding global tech vendors, transformational businesses, and digital agencies, there is a finite number of people with the right skillset at any one time....

How the ‘Hidden Middle’ is Leading Digital Transformation

When it comes to talking about digital transformation or the adoption of technology in business, the focus is most frequently on the challenges that large companies face to adapt, or the opportunities for small businesses to rapidly scale their operations. However,...

The Changing Shape of the Workplace

It wasn’t that long ago that getting a “job for life” was the aspiration of those leaving school and college.   From gaining an apprenticeship to being part of the furniture, having a salary, a pension scheme, and the golden handshake – you were living the...

‘Fangagement’ in the Mobile Age

Recent studies have found that over a third of the UK’s population have attended a festival since 2016, proving there’s always a fanbase ready to trade home comforts for a weekend of music, food, and drink in a field. Yet...

Event Experiences With a Human Focus

In an age of digital disruption, creating powerful experiences has never been more important. Marketers know this – 84 percent of Vice President and C-Suite level executives believe in-person events are a critical component of their company’s success. Designing with...

October Dates for CX Masterclass in Sweden

The Customer Experience Professional Masterclass is coming to Sweden, where world-renowned CX consultant and author Ian Golding will impart his knowledge over two days in October. Taking place on October 22 – 23, the Masterclass is held in collaboration with the AROS Congress...

Seven Ways AI Transforms Your Contact Centre Team Into Superheroes

Far from replacing people, artificial intelligence (AI) has the power to enhance employee engagement and productivity and customer interactions in one go. New technology inevitably changes lives. However, rather than fear robots replacing front line customer service representatives, it’s time to...