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Ask Ian: How do we Combine Digital and Brick-and-Mortar for the Best Customer Experience?

Customer Experience specialist Ian Golding, author of Customer What: The Honest and Practical Guide to Customer Experience, writes for Customer Experience Magazine offering expert insight to help businesses improve their CX offering.  To ask Ian a question on how to boost the...

Smarter Communication: The key to Employee Engagement in the Modern Workplace

The workplace as we know it is transforming, as digital innovation creates new ways of working and many employees operate across more devices, time zones, and locations than ever before. The uptake of flexible, off-site, and remote working trends has...

Ombudsman Services Unveils new Partner Platform for Businesses

The UK’s largest independent multi-sector ombudsman, Ombudsman Services, has created a new partner platform to facilitate its communications with businesses operating in its four key sectors of energy, communications, heat, and private parking. Designed and built by digital agency Code Computerlove, the...

Absorbing Your Positive Feedback and Avoiding Negativity bias

Diana Theodores is an international women’s leadership coach. Her new book Performing As You: How to have authentic impact in every role you play is out now.   Think about a compliment you recently received from a friend or colleague and the...

Capita Appoints new Customer Management and People Solutions Leads

UK Customer Experience Awards finalist Capita has appointed new leads for its Customer Management and People Solutions divisions. The business services leader – which has been shortlisted for a number of categories at this year’s awards finals in London this October, including Team...

Building Tech to Enhance – not Hinder – Customer Experience

Businesses in the UK today are very focused on bringing digital tools and tech into the heart of their processes. You are a brave Marketing or Operations Director if you say that digital transformation is not at the heart of...

Praise Problem for Employees Highlighted

‘Generic’ or rare praise from managers is turning off the UK’s employees, a new study shows. Global employee engagement firm Reward Gateway surveyed 500 employees in the UK, and revealed that generic and annual recognition or rewards are inadequate as employees...

Contact Centre GDPR Compliance: 3 Simple Steps

Contact centres are challenging places. There is certainly plenty to think about with the rising cost of salaries, managing schedules to meet customer demand, looking after staff wellbeing, PCI DDSS compliance, and now the added requirements of GDPR (General Data...

Digital Innovation Brings Awards Victory for Torry Harris Integration Solutions

One of the most inspiring winners at the 2019 UK Digital Experience Awards is planning a return to next year’s event as they continue to provide businesses with innovative digital engines for customers to use. Multinational firm Torry Harris Integration Solutions...

How Conversational AI Reimagines the Customer Journey

Analysts predict that spending on Artificial Intelligence in the retail sector will reach $7.3 billion by 2022, a majority of which will be poured into customer-facing conversational AI solutions like voice assistants and chatbots. That’s not surprising, given how the power of conversation is...