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Facing the Future of Employment: Genesys’ Cameron Smith Talks Employee Experience Tech

As innovation in CX technology continues to reshape how brands interact with customers, the tech leaders behind this growth are also envisioning and creating the workplaces of the future. At Genesys, global leaders in omnichannel CX and call centre tech such...

Two-Thirds of all Brands’ Online Content ‘Unseen’ by Customers

Over two thirds of all web content published by brands still goes ‘unseen’ by consumers, according to new research. A global study from digital experience analytics firm Contentsquare found that of all the sectors analysed, banking has the highest amount of...

Emdad Choudhury on the Future of Customer Experience and the Importance of Awards

Customer Experience is everywhere – involved in our lives on a daily basis. More often than not, when you think of Customer Experience or customer service, you think of a person that was willing to help you and left you...

Why Hyper-Personalisation Demands a Fair Value Exchange

Retailers today face an interesting challenge – and competitive opportunity – brought on by the growing customer demand for personalised products, recommendations, and experiences. To successfully achieve this personalisation, the delivery process for brands involves a necessary exchange, one that...

CXM Snippets: Three Stories in Three Minutes

Three stories from the world of Customer, Employee, and Digital Experience in Three Minutes…Abu Dhabi to phase out disposable plastics by 2021A new environmental policy announced by the Environment Agency of Abu Dhabi (EAD) targets single-use plastics such as cups,...

CXM Snippets: Three Stories in Three Minutes

Three stories from the world of Customer, Employee and Digital Experience in Three Minutes…Emirates announce deep clean of aircraft to tackle coronavirus spreadEmirates has incorporated new disinfecting measures in response to the coronavirus outbreak.The airline has implemented increased cleaning efforts...

Gamify your 9 to 5: Design Games as a Business Tool

Most of us have fond memories playing (or arguing) our way through a game of Monopoly with the family or bringing together a group of friends for a game night. That said, few people would associate the term “board game”...

CXM Snippets: Three Stories in Three Minutes

Three stories from the world of Customer, Employee and Digital Experience in Three Minutes…Apple advise staff to stay home during virus outbreakApple is advising staff to work remotely during the coronavirus crisis.Apple CEO Tim Cook sent out a note to...

Genesys Aquires nGUVU to Boost Employee Experience Capabilities

Leader in contact centre solutions and cloud CX Genesys and their long-established partner nGUVU have joined forced in strengthening and bettering Genesys’ workforce by implementing gamified solutions such as machine learning and behavioural analytics. Applying gamification to Genesys’ workforce engagement managemenet...

2020 UK Complaint Handling Awards: Meet the Winners

The 2020 UK Complaint Handling Awards have taken place in London, celebrating the people, companies, and initiatives behind some of the best customer service operations in Britain. Hosted by Awards International – holders of an Independent Awards Standards Council Gold Trust Mark...