Archives

Using business intelligence to get meaningful customer insights

Businesses have been drowning in data for years, and in the CX space, we’ve developed some bad habits, collecting information without any clear purpose and sending out surveys to ask for feedback at every turn. Fortunately, we have got better...

Reducing the Carbon Footprint of your Business

Over the last decade, there has been a noticeable change in the way society perceives the environment. Having seen the impact pollution and carbon emissions is having on the ecological system, consumers and businesses alike are adopting new practices in...

Revealed: UK Firms are Overrating Their Customer Experience

A global research study has found that businesses in the UK and elsewhere are overrating their Customer Experience, and are underperforming when it comes to providing omnichannel communication. The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark report polled contact centre leaders in...

Digitising the Instore Experience

There’s no denying the fact we now live in a one-click society, where consumers are used to the comfort of buying almost any product they want with a click of button, and have it delivered to their home or place...

Five Point Plan for Desirable Digital Experience

Today’s cloud-based contact centre solutions make it easier to deliver good customer service whatever the channel.  The real challenge is how to provide a Digital Experience that stands out from the crowd when there is so much noise and too...

Transform Your CX With a Single View of the Customer

Brands are working harder than ever to enhance Customer Experience as people increasingly demand a streamlined and immediate service from the companies they interact with. Research from Dimension Data shows that 58 percent of consumers would be willing to spend...

It’s the end of Phone Support as we Know it (and I Feel Fine)

I rarely use and never want to pick up my phone anymore. That is, the phone part of the phone. I happily use my mobile phone all of the time – to communicate, read, and for entertainment. But using the...

CX Perception and Reality Highlighted in Study

A new report analyses the gaps between brands’ perceptions of the Customer Experiences they deliver and the reality. Zendesk Inc has revealed insights from more than 9,000 small and midsize companies, and while results indicate differences in their ability to meet the growing...

Women Feel Fairly Treated at Work, Though Concerns Remain for Many

Despite recent headlines on sexism in the workplace, over half of women in a new survey say they feel empowered, well-managed, and fairly treated in their roles. The Women in the Workplace 2019 study by The Knowledge Academy found that 52 percent of 1,424 women from...

Rise of the Eco-Conscious Customer and the Impact on Retail

A majority of young British customers say they would reconsider their spending behaviours if retailers were better at communicating the environmental impact of their purchases. In new research from inRiver, 1,500 UK consumers between the ages of 16-44 were quizzed on sustainable shopping and...