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Investment Banks and Financial Services: Ready for CX?

‘Poor Customer Experience’ is costing financial institutions $10 billion in revenue per year, a figure that was revealed in 2019 by a Fenergo research. In the context of a troubled economic environment, cost wars, and a need for transparency, it...

Remote Control: Keeping Your Employees Safe With Remote Working

Companies around the world are telling employees to work from home to protect themselves from catching coronavirus and to stop it spreading. Business continuity is not the only reason for employees to work from home – remote working increases productivity, results...

UK Gift Card Market Hits Almost £7 Billion

New research has shown that the UK gift card market industry has reached £6.9 billion in value. A study conducted by the Gift Card & Voucher Association (GCVA) involving 2,000 UK consumers shows a rising awareness around sustainability, as digital gift...

Employers Unmasked: People at the Core of the COVID-19 Business Recovery

The COVID-19 – or coronavirus – outbreak has been named a ‘pandemic’ by the World Health Organization (WHO). On making the announcement, WHO Director-General, Dr Tedros Adhanom Ghebreyesus, also said that he was “deeply concerned” by “alarming levels of inaction”...

CXM Snippets: Three Stories in Three Minutes

Three stories from the world of Customer, Employee and Digital Experience in Three Minutes… Dubai Government staff told to work from home The Dubai Executive Council has issued a call for some government employees to work from home remotely in a bid...

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 2021 A new environmental policy announced by the Environment Agency of Abu Dhabi (EAD) targets single-use plastics such as cups,...