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The Slow Death of UK Retail Banks

In my recent discussions with UK banking execs, I’ve detected a fresh urgency when they talk of the need for change. Banks have been speaking about greater customer centricity in their annual reports for years, but it’s really only in...

Fir Play: Xmas Decor Boosts Office Productivity, Poll Suggests

Festive traditions in the workplace can boost employee productivity according to new research. In the study, 74 percent of employees said they were motivated to work harder if their employer embraces Christmas, despite only 36 percent of businesses offering a party for their staff...

Five Steps to Starting Your Ecommerce Business in the UAE

Whether you’re buying for personal consumption or business through the internet, online shopping is now a big part of our everyday lives. This fact is going to evolve even more so in the coming years with the upsurge of ecommerce...

DEWA Teams With Avaya for Digital Transformation Project

Dubai Electricity and Water Authority (DEWA) has teamed with Avaya to begin a digital transformation project at it’s contact center, led by Data Hub Integrated Solutions LLC (Moro). Moro is a wholly owned subsidiary of DEWA, and the new contact center...

Ready Your Troops for the new Digital Experience War

The old war is ending. A truce has been called in the 20-year battle between marketing and IT for the territory of Digital Experience. Enterprise architects are turning IT departments into business consultancies and marketing now frequently takes on the development...

Customer Happiness Continues for Virgin Mobile UAE

Virgin Mobile UAE, which won two gongs at the 2019 Gulf Customer Experience Awards, has launched a new family plan which allows customers to add up to four mobile plans onto their account. The plan is designed to make it easier...

New Fintech Future for NBF

Gulf Customer Experience Awards winner, National Bank of Fujairah (NBF), has partnered with fintech digital crowdsourcing platform Fintech Galaxy. The bank, which was named Overall Winner at the last Gulf Customer Experience Awards in Dubai back in january, recently participated in...

CXM Book Shelf: The Customer Catalyst by Adlard & Bausor – Exclusive Excerpt

A new book by Daniel Bausor and Chris Adlard explores how businesses are adapting to growth in the age of customer centricity. The Customer Catalyst: How to Drive Sustainable Business Growth in the Customer Economy is available now, published by Wiley. In this...

CX Measurement: insights by Ian Golding and Peter Dorrington

In 2019, just before the pandemic outbreak, Ian Golding, Founder of the Customer Experience Consultancy and leader of the CX Professional Masterclass, joined Peter Dorrington, Director of Analytics at TTEC, at a CXPA & TTEC Breakfast Workshop. Participants explored concerning...

CXM Book Shelf: Culture Fix

A positive company culture is more important for businesses now that at any stage in their history, with a recent poll suggesting 92 percent of senior executives cite cultural change as a critical driver to increase their firm’s values, but only...