Archives

A Customer Experience Journey Through Time

If you’re reading Customer Experience Magazine, then you’ll be aware that CX is a much talked-about business concept. According to Forrester, it can be defined as “how customers perceive their interactions with your company”. This is a concept with a very long history...

‘So, how did YOU get into the Contact Centre Industry?’

Daniel Ord is the Founder of OmniTouch International, and one of the global Contact Centre industry’s most influential figures.  With over 30 years of experience under his belt, Daniel is bringing his expertise to a wider audience with a new Masterclass...

10 Habits of Customer-Centric Organisations

As businesses strive to become customer-centric, Gartner has identified 10 common habits of organisations exercising customer centricity. Gartner predicts that, by 2020, poor customer experiences will destroy 30 percent of digital business projects. Will yours be one of them? What does...

One-in-Five Brands ‘Will Never Understand Their Customers’

A new report has found that 20 percent of marketing and CX professionals feel they will “never truly understand” their customers’ buying decisions. The study from analytics firm Clicktale, titled Defining Digital Experience, states that part of the reason for this...

Arabic Translation for Ian Golding’s Hugely Successful CX Book

The debut book from international CX consultant and CX Masterclass host Ian Golding, which is revolutionising Customer Experience best practise across the globe, will soon be available in Arabic.Customer What? The honest and practical guide to customer experience was released...

Four Ways to Improve Company Culture and Create a Healthy Working Environment

Happy employees who are engaged with their work try harder, so, how can we make work their happy place? Think of it like gardening. Plants want water, fertiliser, and light, and it doesn’t hurt to play the equivalent of a...

Avaya Opens Cutting-Edge Customer Experience Center in Dubai

Avaya has opened a new Customer Experience Center in Dubai’s One Central district that it says will shape the “CX of tomorrow”.Showcasing the latest advancements in artificial intelligence (AI), biometrics, and blockchain-enabled communications and collaboration solutions, the center will...

RNIB Launch Resources for Employers of Blind and Partially Sighted Staff

UK Employers are being aided in supporting blind and partially sighted staff through a new suite of resources from the Royal National Institute of Blind People (RNIB). The initiative is part of the Department for Work and Pension’s Disability Confident scheme, a...

How a Focus on Customer Experience Achieves Long-Term Growth

There are only three ways to make money: sell more products, increase your prices, or cut costs.  The easiest action may seem to be to increase prices, but if you don’t deliver additional value for the higher prices then it won’t...

EE Offers Customers Prime Entertainment Deal

UK Customer Experience Awards winner EE has announced a new bonus for customers who love movies and TV. The mobile provider, which won Best Contact Centre Large at the UK CX Awards in London’s Wembley Stadium last October, has announced that millions of...