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Why Contact Centres Should Think Before They Speak

We’re flush with new ways to engage with customers, but businesses should be more data-driven, rather than simply throwing more manpower on the frontlines. In the era of new contact centre touchpoints, the touchpoints themselves matter less and less because...

Five Ways to Test Your Customer Recovery Loop

Customer service is a vital part of obtaining and retaining business. In fact, 73 percent of buyers indicate that Customer Experience is an important factor in their purchasing decisions. To ensure they are servicing their customers in the best way...

Tech Investments Hampered by Poor Employee Experience

A failure by firms to consider Employee Experience is leading to staff not realising the value of workplace technology investments. That is the finding of the Digital Wellbeing survey, comissioned by Avanade, which revealed that rather than empowering employees, the proliferation...

21st Century Leadership in Business

The author of this article, David Bovis, is a judge at the 2019 UK Business Awards.         “We cannot reasonably expect that any one should readily and obsequiously quit his own opinion, and embrace ours with a blind resignation to an authority...

Employees Optimistic About AI Impact on Jobs, Survey Finds

Employees in UK businesses are optimistic about the future impact of artificial intelligence (AI) on their jobs according to a nationwide study. The research was carried out by global leader in omnichannel CX and contact centre solutions Genesys, official sponsor of...

Why it’s Time to Treat Personalisation as a Product

Personalisation is now firmly engrained in every marketer’s vernacular. From the simple ‘salutation’, right through to more complex behavioural tracking for subsequent ‘predictive offers’, but despite great inroads in data and technology capabilities that can drive relevant and personalised experiences, many brands...

Firm’s Struggling With Post-GDPR Data Access Requests

UK businesses have struggled to handle an upswing in personal data access requests since General Data Protection Regulation (GDPR) came into force, it has been revealed. Research by business process outsourcer Parseq was conducted following the first anniversary of GDPR, and shows...

Five Steps to Boost Your Digital Efficiency

It’s important for brands to provide a great experience every time a customer wants to engage. As the channels to engage continue to expand, brands will want to be accessible and ready to serve. Research indicates that customers who start...

Gulf Customer Experience Awards 2020: Entries now Open

The Gulf Customer Experience Awards will return to Dubai for 2020 in a new-look ceremony that will celebrate the very best CX strategies in the region.Hosted by Awards International, the 2020 finals event will take place in Dubai’s Conrad Hotel...

2019 UK Digital Experience Awards: Winners Celebrate at London Final

The victors of the 2019 UK Digital Experience Awards have celebrated success in London, with swimming school Swimtime making waves by being crowned as the day’s Overall Winner. The event at London’s Park plaza Riverbank saw firms from across Britain present...