Archives

Resolver to Partner 2020 UK Complaint Handling Awards

Online complaints resolution specialists Resolver has been revealed as a sponsor for the 2020 UK Complaint Handling Awards. The free independent service is the go-to for customers to connect with businesses around the world and successfully resolve issues. The firm joins...

Free Webinar: The Future of Midsize Call Centres in the Digital Age

An upcoming webinar will shine a light on how midsize call centres can adapt and thrive in the digital era, with expert advice from Genesys and Frost & Sullivan. Hosted by Customer Experience Magazine, the free webinar will take place on...

Who you Gonna Call?: Building a Chatbot for the Ghostbusters

There was something strange in the neighbourhood of Denver, Colorado this summer at the Xperience19 conference, hosted by Genesys. The theme for one memorable breakout session on how to build a chatbot was spooky comedy classic Ghostbusters, and as you might expect, plenty of...

Using Biometrics to Improve User Experience

Data-driven analysis has been the cornerstone of our understanding of digital performance, from campaigns and websites, to all the components that contribute to them. Analysis and the production of objective data to demonstrate performance has been one of digital’s greatest...

AI and Ecommerce Personalisation

Customer Experience is shaping the future of ecommerce. AI is no longer science fiction – it’s real present-day technology and many ecommerce businesses are already using some form of AI to understand their customers better and provide an enhanced CX. 2019...

Is AI the Future of CRM?

There are rare occasions when technology breaks out of the bonds of the geeks in the basement and impinges on the national consciousness. The debate around AI is just one of those occasions. Politicians, business leaders, trade unionists, and media commentators...

The Pampered Consumer: Five Key Customer Demands…and how to Meet Them!

Today’s Customer Experience doesn’t begin or end with a visit to a store or a website. Customers shift between channels and devices depending on where they are and what’s convenient for them. In order to offer consumers exactly what they...

NPS as a system, not just a score

Most Customer Experience practitioners use the Net Promoter Score (NPS) as a measurement of customer loyalty and a predictor of business growth. NPS is a simple, practical, and actionable (e.g. event-triggered NPS) key performance indicator, and an informative measurement because it...

2019 Customer Experience Awards: The Final Countdown

The 2019 UK Customer Experience Awards is almost here, and finalists from among Britain’s most customer-centric organisations are preparing to put their best foot forward at London’s Wembley Stadium. Marking a decade of celebrating the very best Customer Experience initiatives, this...

Employment Rights for Working Parents

The number of men taking paternity leave dropped to 31 percent in 2019, according to law firm EMW.   Despite the introduction of shared parental leave, figures marginally decreased from the 2018 figure of 32 percent. The question is: why are the numbers...