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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,...

Six CX Trends to Spot in 2020

From sustainability and demand for fast, free delivery, to data analytics and artificial intelligence, Customer Experience is shaped by many internal and external forces. We are in an age of vast online choice, rapid price comparisons and supply chain optimisation...

Genesys and Microsoft Expand Partnership for ‘Superior’ new Cloud Service

CX and contact centre software firm Genesys has expanded its partnership with Microsoft for a brand new cloud service promising “superior interactions” for customers. Genesys Engage on Microsoft Azure will be available later this year and will enable firms to achieve...