Archives

CX and Sustainability Key Goals for Dubai Airports

Dubai Airports Corporation (DAC) wants to lead the way in making sustainability, affordability, and efficiency key to the growth of the travel industry for decades to come.This was the message from DAC CEO Paul Griffiths, who delivered a keynote speech...

How Owner Association Management is Facing Industry Challenges Head-On

The Community Management industry has experienced redevelopment in Dubai, compared to other markets that contain similar jointly owned property. It is developing into an all-encompassing asset management industry, covering Administrative, Legal, Financial, Technical, and also the management of a multitude...

Attracting Talent to a Future Tech-Driven Workplace

The Delphi Study of Work 2050 can be seen as a sober read for those of us working in workplace culture. As well as predicting an unemployment rate of around 24 percent of the world’s population by 2050 due to...

How Music Services can hit the Right Note in CX

Customer Experience has transformed business practice and elevated consumers’ expectations in recent years. The modern consumer, empowered by new technologies, demands more than value-for-money products: they expect fast digital interactions with companies as well as personalised service and, importantly, an...

Call Recording and the Future of Enhanced Customer Service

Historically, businesses have primarily perceived call recording as a regulatory insurance policy. The typical process was that calls were recorded, archived, and then accessed whenever a complaint was made. Some organisations still see call recording primarily in this way today. Other businesses...

Let’s Get Healthy Trains Co-op Staff to Help Vulnerable Customers and Colleagues

UK Employee Experience Award winner Let’s Get Healthy is behind a new campaign to help the Co-op support customers and colleagues who have suffered a bereavement. Let’s Get Healthy, which won Gold in the Health & Wellbeing category at the 2018 UK Employee...

Customers Choosing Brands They Agree With Ethically

Thirty-five percent of UK customers only engage with brands they agree with ethically, highlighting the need for brands to consider more than just products and price points. A new report published by customer engagement specialist ELLO Media, Understanding Customer Expectations of Brand Loyalty...

Fighting Back Against Burnout

According to HSE, around 15.4 million working days were lost due to work-related stress or anxiety last year, with 23 percent of full-time employees admitting to feeling burned out at work all the time. Following these recent statistics, we wanted to...

Fan Service: Arsenal FC’s Branding Boss Talks CX Goals

Charles Allen is Head of marketing with one of the Premier League’s most beloved institutions, Arsenal FC, and a speaker at the upcoming Brand Marketing Summit Europe, hosted by Incite group in London on June 25 -26. Charles is one of...

Ten Worst Phrases a Contact Centre Worker can Say

“Calm down” has been voted the worst thing to say to customers over the phone, according to a new poll of more than 100 call centre and customer service professionals. In a survey carried out by enterprise communications company Fuze at the...