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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

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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...

AI and Ecommerce Personalisation

Customer Experience is shaping the future of ecommerce. AI is no longer science fiction – it’s real present-day technology and many ecommerce businesses are already using some form of AI to understand their customers better and provide an enhanced CX. 2019...

Is AI the Future of CRM?

There are rare occasions when technology breaks out of the bonds of the geeks in the basement and impinges on the national consciousness. The debate around AI is just one of those occasions. Politicians, business leaders, trade unionists, and media commentators...

The Pampered Consumer: Five Key Customer Demands…and how to Meet Them!

Today’s Customer Experience doesn’t begin or end with a visit to a store or a website. Customers shift between channels and devices depending on where they are and what’s convenient for them. In order to offer consumers exactly what they...