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How IBM Brought Live Data to Life at Wimbledon

2019 was a milestone year for IBM, marking its 30th year as official supplier of information technology and consultant to the All England Club and The Championships, Wimbledon. Wimbledon is the long-standing jewel in the crown of IBM’s live projects. Every...

Why I Love Complaints

‘Complaint’ has traditionally been seen as a dirty word; whispered within organisations and one that most senior staff would have done anything to avoid admitting applied to them. The negative connotations that came with complaints meant that for years, anyone...

NEC Birmingham Inviting Toilet Feedback Through App

One of the UK’s most popular conference venues is inviting visitor feedback on toilet cleanliness through an increasingly popular review app. The NEC in Birmingham is now using integrated management tool and review app Cleen, which enables customers and visitors to log reviews...

Almost Half of UK Employees Offered no Skills Development in 2019

A new study has highlighted the link between offering soft skills learning/development opportunities and employee satisfaction. As part of the GoodHabitz 2020 Trend Report by e-learning specialists GoodHabitz, working age adults in the UK were asked about their own learning at...

Challenging the Status Quo: Can Removing Targets Improve Contact Centre Results?

Contact centres have become as synonymous with scripts and targets as meerkats are with price comparison websites. So what happens when you rewrite the rule book and take a completely different approach to customer service? CXM spoke with Caroline King, Director...

Echoes of the Future: What Will Alexa’s Next Five Years Look Like?

“It’ll never catch on!” Famous last words; Alexa, which many people dismissed as Amazon’s little pet project, was actually a mark of genius. Just over five years after its initial launch, we’re now 200 million Alexa-enabled devices sold and 90 thousand voice...

SE Europe CX Awards: Meet the Sisters Transforming Children’s Lives Through Brain Boosting Business

This year the inaugural South East Europe Customer Experience Awards take place in Belgrade, Serbia, offering the region a new platform to showcase the very best CX initiatives. Finalists will compete across 12 categories at the event on May 29, presenting before...

Keeping Your Customers in 2020

With Brightpearl’s latest study on the US retail market indicating that just over half of retailers (53 percent) have invested in loyalty program software in the last twelve months, and 59 percent have invested in customer service technology, it’s clear...

The Year Ahead in CX: Seven Experts Predict

2020 is set to see further advancements in Customer Experience. Here, seven industry experts have their say on the trends they believe will make an impact in the coming months… Lucia Juliano, Sector Head CPG at Harris Interactive “Over the decade, consumer...

Report warns CEOs over sustainability inaction

A new report predicts that sustainability will be the most important topic discussed in boardrooms in 2020.Analytics firm GlobalData has released its latest report, Sustainability – Thematic Research, which states that public anger at the lack of action on climate change,...