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Winning With Complaint Handling Conference: Book Now!

The most exciting gathering of award winners and experts in the field of complaint handling will take place London this autumn at a brand new conference, and now is your chance to join them for a special  discount price. The Winning...

Online Trending Store to Open in London

The world’s first bricks-and-mortar store selling only items that are trending online in real time will open its doors in London next month. The Trending Store will be open from July 3 – 7 at Westfield London, operated by trend foresighting...

Reconnecting With Customers as Social Media Stagnates

In 2019, we’ve seen a number of brands look to simplify their communication channels in a bid to reconnect with their customers. From Gucci opening six customer contact centres that will provide phone, email and live chat communications, to Lush...

Third of UK Online Shoppers Unhappy With Service, Survey Reveals

A new study shows that Brits are quick to complain online following a bad ecommerce encounter. The survey of 2,000 UK customers by retail operations platform Brightpearl found that almost a third of shoppers have left a negative review online, with nearly...

It’s Time for the Chatbot 2.0

Have you been the victim of chatbot incompetence recently? It typically starts with a specific query that you need help with. You don’t have the time to listen to the contact centre’s hold music, so you turn to the company’s...

Dubai Islamic Bank’s Dr Chilwan to Speak at WIBC Capital Markets Summit Asia

Dubai Islamic Bank powerhouse Dr Adnan Chilwan is to offer his expert insight at the upcoming WIBC Capital Markets Summit Asia.Dr Chilwan is Group Chief Executive Officer at former Gulf Customer Experience Awards winners Dubai Islamic Bank, and he will offer...

Digital Competencies Vital to UAE Employee Experience

Eighty-three percent of UAE respondents see digital competencies as being either very or extremely important in achieving, among other things, organisational agility, employee satisfaction, and talent acquisition.That is the findings of the Economist Intelligence Unit (EIU), in their  Benchmarking competencies...

Success Story for Chile Comms Giant Thanks to AI-Powered Orchestration by Genesys

Entel, one of the largest telecommunications companies in Chile, has implemented Genesys AI-powered orchestration capabilities to seamlessly connect and manage native and third-party artificial intelligence (AI), resulting in significant efficiency gains. Now, its customers smoothly transition between automated systems...

AI Innovations Unveiled by Genesys at Xperience19

Genesys has introduced new orchestration capabilities powered by AI that connect native and third-party technologies to enable the most comprehensive customer journey management available today. Currently, businesses are adopting an increasing number of artificial intelligence (AI) point solutions to solve specific challenges....

Genesys Xperience19 Underway in Denver

Global household brands have been celebrated a mile above sea level in Denver, Colorado, at the Genesys Xperience19 event. The three day summit in the shadow of the magnificent Rocky Mountains is taking place at the equally magnificent Gaylord Rockies Resort...