Archives

Adobe Report Links CX Focus to Higher Business Growth

Focusing on Customer Experience directly leads to higher business growth, reveals Adobe’s 2020 Digital Trends.  According to the study, UK brands leading in CX were three times more likely to exceed their 2019 business goals. It was also found that those leading in CX...

You are Where you Live: How Listening to Localised Digital Signals can Transform CX

The start of 2020 brought yet more stories of doom and gloom on the high street. While it’s relatively easy to identify the problems, the solutions are far less clear. Search for “high street decline” on Google News and you’ll...

Why a Connected CX Must Embed Itself Into Brand Marketing in 2020

The relationships between brands and consumers have changed. The way we consume products, services, and even marketing messages is not the same as before. The proliferation of smartphones and tablets, along with the rise in value of the subscription economy,...

Building CX Muscle in Brussels: How a new Network is Boosting Customer Centricity in Belgium and Beyond

Customer Experience in the heart of Europe is advancing in leaps and bounds thanks to the passion of a growing network based in Belgium. CX Brussels was founded by Jonathan Daniels and Hannah Centeno, with the ambition of building a strong CX professional...

AI Could be Failing Your Company’s CX Strategy

Though 80 percent of senior decision makers in the UK rate their customer service as ‘excellent’, their customers aren’t feeling quite the same. Our Freeshworks report The Good, The Bot and The Customer Experience found there is a significant disconnect between what customers...

What Yoda can Teach About Hyper Personalised Experiences

If Yoda were to discuss hyper-personalisation in 2020, he might say: “Trust leads to data, data leads to knowledge, knowledge leads to wisdom, wisdom leads to hyper-personalised experiences, hyper-personalised experiences lead to loyalty and finally – loyalty equals survival.” But while...

Civica Partners 2020 UK Complaint Handling Awards

Global digital solutions provider Civica has been revealed as a Gold sponsor for the upcoming 2020 UK Complaint Handling Awards. Civica provides a wide range of solutions for the public sector and regulated private sector markets around the world. In the...

Confirmit Acquired by Verdane Ahead of Dapresy Merger

Global CX and market research solutions provider Confirmit is set to merge with data visualisation reporting firm Dapresy following Confirmit’s acquisition by North European specialist growth equity investor Verdane. The major investor in Dapresy, Verdane will merge the two companies to create a combination of solutions that “will be...

TTEC Announces Pega Partnership for Contact Centre ‘Transformation’

Digital CX technology and services company TTEC has announced a strategic partnership with software firm Pegasystems, Inc, to offer clients “industry-leading digital transformation solutions” to optimise Customer Experience within their contact centres.  With the partnership, Pega’s intelligent automation and customer engagement suite, combined...

Gulf Customer Experience Awards 2020: Dreams Come True in Dubai

The very best in CX innovation across the Middle East has been celebrated at the annual Gulf Customer Experience Awards. HSBC, Ejadah Asset Management Group, and the Ras Al Khaimah Economic Zone (RAKEZ) were among the big winners on a day...