Archives

Recognition at Work Vital for Employee Retention, Staff Say

The need to praise staff for good work has been highlighted in a new study showing employees would turn down a pay increase in favour of a culture of support. Global employee engagement firm Reward Gateway carried out a survey of UK...

2019 UK Customer Experience Awards: Entry Deadline Approaching

The entry deadline is fast approaching for the 2019 UK Customer Experience Awards, which this year is marking ten years of celebrating the very best CX in Britain. The gala event will take place on October 10 at London’s Wembley Stadium, where...

CIOs Struggle With Tech as CX Pressure Mounts

The vast majority of CIOs find integrating new communications with legacy systems a challenge. That is among the findings in research carried out by global cloud communications software provider, IMImobile, which discovered that 92 percent of CIOs faced this issue. This comes at a...

Points and Plastic Remain Popular, Loyalty Scheme Survey Finds

New research shows that the public appetite for points and plastic is as popular as ever, with the majority of UK customers subscribed to at least one loyalty scheme. According to Hawk Incentives’ The Loyalty Evolution Report – which surveyed 2,500 people across...

Strategic AI Implementation: Crucial for CX Improvement

Artificial Intelligence (AI) plays an important role in Customer Experience, marketing, and personalisation; It has the power to generate predictions about what goods and services customers are likely to want, when the demand will arise or propensity to switch will...

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...