Archives

Why Identity Resolution is key to Enriching Customer Experience

There is no such thing as a typical consumer journey anymore; thanks to digital transformation, consumers have endless choice and the power to interact with brands whenever, wherever, and however they want. But where does this shift leave marketers? The explosion...

The Importance of Your Brand in the Customer Experience Equation

In their quest for the holy grail – being able to render tailored experiences to individual customers – brands seem to have made a strong shift in focus to short-term, ROI-driven communication. Smart move? Shareholders, lured by dividend payments, will...

Is First Contact Resolution Relevant in Today’s Contact Centre?

I recently chaired a panel of judges at the Gulf Customer Experience Awards for a number of contact centre entries.One of the judges on our panel asked several of the entrants: “So how do you measure your First Contact Resolution...

Mark Seemann: Bringing Employee Engagement Into the Digital Era

Mark Seemann is a UK tech pioneer and telecommunications trailblazer who is now CEO of StaffCircle, a firm providing a work platform that improves internal communication and feedback for employees. StaffCircle digitises sentiment, awards, communication, training, ideas, tasks, holidays, and directory and...

CX and Contact Centres: What’s Changing in 2019?

In 2018 it was predicted that voice would soon be dead and that the only sounds heard in contact centres would be keyboards – or chatbots controlling the Customer Experience (CX). However, this prediction missed one critical factor: the customer. With...

Six Ways to Engage With Worldwide Audiences in 2019

SDL, a global leader in content creation, translation, and delivery, has outlined six recommendations for companies looking to unlock the strategic power of an intelligent content supply chain in 2019, giving them the ability to engage with anyone, anywhere, in their...

Salaries to Remain Static as Businesses Brace for Brexit

Professional salaries in the UK will remain relatively flat in 2019, as Britain’s pending departure from the EU impacts employee confidence and business willingness to spend. The findings come from the annual Salary Survey produced by global recruitment consultancy Robert Walters. “Uncertainty around Brexit has...

Business Stream Doubles Market Share With new Acquisition

UK Customer Experience Award winner Business Stream has bought the customer base of competitors, doubling its market share and cementing its position as one of the top three retailers in the British water market. The acquisition will see Scotland’s largest non-domestic water supplier absorb...

Gulf Customer Experience Awards: Winners Crowned in Dubai

The winners of the Gulf Customer Experience Awards have been celebrating their wins in Dubai following a day that saw the culmination of months of work by dedicated finalists.The ceremony, sponsored by Oracle, took place in the Conrad Dubai hotel...

Call & Contact Centre Expo 2019

The Call & Contact Centre Expo will return to London this March to once again connect industry professionals with the tools, techniques, and systems that are revolutionising customer engagement. Taking place at London’s ExCeL on the 27th and 28th of March, the highly...