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Be Positively Disruptive by Uniting Humans With Automation

Organisations are increasingly relying on chatbots for customer service as a way to deflect inbound calls and reduce costs, but Forrester Analytics data shows that consumers aren’t thrilled with this approach.  They found consumers are reluctant to trust a chatbot...

Cleaning With Integrity: An Interview With Luke Murfitt

It’s not your average job interview, but a description from Luke Murfitt, founder of Integrity Cleaning, of how one woman kick-started her career after a chance encounter shines a light on the ethos of his business. Picture the scene: a dark,...

Sharpening Skills at the Contact Centre Masterclass

A fresh crop of eager professionals has benefited from the expert knowledge of CX and contact centre guru Daniel Ord at the latest High Performance Management for Inbound Contact Centres Masterclass. Delegates from across the UK arrived in London for the two-day...

Customer feedback strategy: Creating a more individual experience

According to a Salesforce Research paper published last year, 79 percent of customers now expect offers and recommendations from companies to be personalised based on what they’ve already bought.  A trend we’ve seen emerging for years in commerce is now...

Bosses Placing Importance on Being Liked by Staff

New research offers an insight into how employers and employees differ on a range of issues, including being fully engaged in their roles. A study by HR solutions provider People First found that 93 percent of UK employers think it’s important to...

Voicebots: Saviours of Outdated and Complex IVRs

As the move to cloud platforms speeds up, the pressure is on to take advantage of bots powered by artificial intelligence (AI) – especially for IVRs. Many businesses are at a standstill in adopting AI because they’ve done nothing to their IVRs for a decade...

Howard Lax Takes on top CX Consulting Role at Confirmit

UK Customer Experience Awards finalist Confirmit has announced a new Principal Director of CX Consulting. Howard Lax (pictured below) is a former Vice President, Customer Experience Practice Lead for Directions Research and held consulting roles with Kantar TNS, Harris Interactive, ORC and GfK Custom...

ContactEngine & BT: An Award-Winning Partnership

Among the successful partnerships at this year’s UK Customer Experience Awards was ContactEngine and BT Enterprise, which together won Gold in the Use of Technology category. The winning team secured the title following a presentation on the success of BT’s ‘Brilliant Installations’...

Apps Losing Customers on Path to Purchase

Opportunities to turn app users into paying customers are being missed, a new report has indicated. The findings by mobile attrition and analytics firm AppsFlyer show that marketers are missing their chance when it comes to converting, with the average share...

Customer lifetime value: a winning CX metric

Customer lifetime value simply helps businesses understand the importance of customer retention. It is crystal clear that the revenue depends on the customers and how long they are willing to stay with a company. Whether we talk about the small,...