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Understand Customer Perception Before Chasing Customer Success

As defined in the Cambridge Dictionary, the meaning of “perception” is a thought, belief, or opinion, often held by many people and is based on appearances. It’s the quality of being aware of things through the physical senses, especially sight. Now...

Image Problem: Google Gives Inaccurate Picture of Women in Senior Roles

Data harvested from Google Images has revealed the extent to which women around the world appear to be underrepresented in senior management roles, compared to the actual number of women holding these posts in real life. Global data provider Creditsafe replicated a...

British Airways Staff go East for ‘Workation’ Opportunity

British Airways is among firms taking part in a new initiative to boost productivity by having staff go on a week-long “workation” to Lithuania. The Workstation Vilinius programme offers firms the chance to send staff to the Lithuanian capital to work,...

Going Dutch: Genesys Prepares for G-Summit Europe in Amsterdam

Global Customer Experience and contact centre solutions leader Genesys is preparing to host one of Europe’s most exciting CX gatherings in Amsterdam next month. The G-Summit Europe event will bring together customers, partners, and technology solution providers to share insights and explore ways...

First Contact Resolution: The key Measure in Contact Centres

There are many common customer service metrics in place in contact centres: CSAT, NPS, FRT, CES, AHT, FCR, the list goes on. Some are more valid than others and some are simply outdated and add confusion and conflict to both the...

Employment Fears Grow Alongside AI Capabilities

A majority of UK adults are worried for the future of their jobs due to the growth of artificial intelligence (AI), a new report has revealed. According to the findings of think tank Fountech.ai, 67 percent of 2,000 adults polled are worried AI will...

Emotional intelligence and CX

We’ve all read so much about emotion in Customer Experience – we see articles about defining the emotions we want customers to experience with our brand and we watch videos emphasising the importance of recognising the emotional state of our...

Engaging Millennials: The Time is Now

Described as a ‘generation disrupted’, millennials are a pivotal talking point in every sphere. Deloitte’s most recent millennial survey uncovers the impact continuous change and instability has had on younger generations. Their lack of trust towards employers and business leaders...

How AI-Driven Contact Can Revolutionise Your Customer Relationships

It used to be that when someone said “AI”, images of sci-fi films came to mind. Nowadays, the effect is more prosaic: it’s become de rigeur to use AI as shorthand for “business wonder cure”. When we hear “AI”, we know we’re...

CXM Book Shelf: Employee Experience by Ben Whitter

There isn’t a lot that Ben Whitter doesn’t know about when it comes to employee engagement and getting the best out of a workforce. Known throughout the UK and further afield as Mr Employee Experience, the founder and Chief Experience Officer at...