Archives

Is Safety the New Currency for Retailers in the Battle for Customer Loyalty?

When face masks became compulsory in shops and supermarkets across England on July 24, coupled with President Donald Trump wearing one for the first time in recent days, the issue has once again been thrust firmly into the spotlight. For retailers...

The Future Is In The Cloud: An Interview with Jeremy Payne

Group VP of Marketing & Alliances at Enghouse Interactive Jeremy Payne took the time to discuss with Customer Experience Magazine why organisations should consider moving their contact centre to the cloud and what the common misconceptions are that people often have...

Emotion-Infused Loyalty is at The Heart of Revenue Growth

How to do cutting edge Customer Loyalty? For a question, the answer to which has long been a preoccupation of many enterprises, surprisingly few really get it right. In fact, all too many companies pay little more than lip-service to loyalty...

ContactEngine Inc. Board Welcomes Michael Beckley and Tarita Miller

A proactive conversational AI technology used by large corporations across industries, ContactEngine Inc. announced on 15 July the appointment of two new board members, Michael Beckley and Tarita Miller. Both Beckley and Miller have a proven track record in the technology...

The Effect of Digital Transformation on Customer Loyalty

As technology has advanced, it has become possible to digitise an increasing number of organisations’ interactions with customers, making the customer journey simpler and more streamlined while also cutting operational costs. The benefits of such solutions have inevitably prompted organisations...

Meaning, Relevance, And The Consumer-Brand Connection: An Interview With Martina Olbertova

Meaning is what a brand signifies or implies to the consumer. It is central to brand promise, and it contributes to expectations against which customer experience is measured. Dr. Martina Olbertova, CEO of Meaning.Global Dr. Martina Olbertova puts it succinctly: “Meaning bridges...

The Problem with Delighting Our Customers

When people talk about customer experience objectives, you often hear them expressed in terms of an overarching desire to delight the customer; to provide them with a next-level experience and exceed expectations. This is, of course, a noble aim, but...

CX: Not a Project, But an Evolution

It’s needless to say that the pandemic has changed everything: every corner of our lives has been affected in one way or the other. The life as we see it is unlikely to return to how it was before and...

The Secret Behind the Ideal Customer Journey

According to a study, it takes approximately 3.5 bad customer service experiences for UK consumers to stop using a product or a service. With people rapidly embracing digital in their personal and professional lives, customer expectations seem to be reaching...

Staying Connected in Times of Crisis: How Contact Centre Services are Keeping Human Interaction Alive

During these challenging times, every industry has had to evolve and react to rapid changes in customer behaviour. Contact centres have been at the forefront of this shift and have been faced with unprecedented call volumes. While the UK looks to...