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The Race for Customer Experience Efficiency Must be Balanced With Brand Humanity

The connection between a good Customer Experience when people come directly into contact with a brand and business performance is now a given. In the age of the smartphone, people have become used to fast, fluid access to information and services....

Gulf CX Award Winners Help Shape UAE Relationship With US Banks

Gulf Customer Experience Awards winners have taken part in a high-level conference to strengthen relations between UAE and US banks.The UAE Banks Federation (UBF), a body representing 52 member banks operating in the UAE, hosted a delegation in Abu Dhabi...

Viva la Revolución: Is it Time to Free Your Employees From Software Dictatorship?

A new report from customer engagement software firm Freshworks Inc has cast light on a staggering number of hours wasted annually by sales and service agents who struggle to navigate software they are forced to use, despite having no say...

CX Soaring at Dubai International Airport With new Cloud Platform

Dubai International Airport is aiming to boost Customer and Employee Experience through the implementation of a new bespoke cloud-based platform.Dubai Airports, which operates Dubai International Airport, has launched a high-tech system that monitors airport operations in real-time and visualises traffic...

Are Employers Failing When it Comes to Discussing the Ethical use of AI?

Global companies are expecting to apply artificial intelligence (AI) within their organisations in the next few years, but are lagging behind when it comes to discussing the ethics of the technology, it has been revealed. New research from CX and contact...

Digital Experience Disconnect as IT Teams Struggle With Marketing Buzzwords

Over three-quarters of IT teams don’t understand the buzzwords that marketers use, causing concerns over how firms handle their Digital Experience (DX). A new report from content management system (CMS) provider Magnolia, Straight talking content management, incorporates a survey of over 200 IT...

Seven Essential September Steps for Retailers to Prepare for Christmas

You don’t have to be a retail expert to foresee an uplift in turkeys, alcohol, and mince pies through December, but in reality almost all products see a dramatic increase leading up to Christmas. Simply put, people buy more of (almost) everything. The...

Worksmart to Sponsor 2020 UK Complaint Handling Awards

Financial services compliance solutions firm Worksmart has joined the 2020 UK Complaint Handling Awards as a sponsor for the event, which will take place in London next year. The firm, which has been supporting Britain’s leading financial service businesses through the...

Winning With Complaint Handling Conference 2019: Ticket Giveaway

Customer Experience Magazine is giving away three tickets to this month’s Winning With Complaint Handling Conference, which is taking place in central London. This not-to-be-missed one-day event on September 25 will bring together Gold winners from the annual UK Complaint Handling...

Hotel Group Launches Employee Engagement Tracking System in Wake of Kitchen Incident

Luxury hotel group Calcot Collection has enlisted a guest experience management firm to help monitor staff happiness through the company’s employee survey function, in order to motivate and retain its team. The move follows the sacking of a senior chef and...