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Be Business Savvy With Digital Experience

According to the Harvard Business Review, the seemingly-elusive definition of Customer Experience is “the quality of all of a consumer’s encounters with a company’s products, services, and brand”.  Of course, you want your company to be the best – have the...

AI: Helping the Retail Revolution Take Off

Consumers give brands less and less time to get it right when it comes to Customer Experience. A survey of 14,000 consumers around the globe published by consulting giant PwC last year found that almost a third (32 percent) would...

A Quarter of British Businesses Suffering Thanks to Poor UX

A quarter of UK business customers would shun a company that had poor website usability and choose to shop elsewhere, according to new research. The findings by full-service e-commerce agency PushON show that of the 500 UK business decision makers that were surveyed, 25...

Why Identity Resolution is key to Enriching Customer Experience

There is no such thing as a typical consumer journey anymore; thanks to digital transformation, consumers have endless choice and the power to interact with brands whenever, wherever, and however they want. But where does this shift leave marketers? The explosion...

The Importance of Your Brand in the Customer Experience Equation

In their quest for the holy grail – being able to render tailored experiences to individual customers – brands seem to have made a strong shift in focus to short-term, ROI-driven communication. Smart move? Shareholders, lured by dividend payments, will...

Is First Contact Resolution Relevant in Today’s Contact Centre?

I recently chaired a panel of judges at the Gulf Customer Experience Awards for a number of contact centre entries.One of the judges on our panel asked several of the entrants: “So how do you measure your First Contact Resolution...

Mark Seemann: Bringing Employee Engagement Into the Digital Era

Mark Seemann is a UK tech pioneer and telecommunications trailblazer who is now CEO of StaffCircle, a firm providing a work platform that improves internal communication and feedback for employees. StaffCircle digitises sentiment, awards, communication, training, ideas, tasks, holidays, and directory and...

CX and Contact Centres: What’s Changing in 2019?

In 2018 it was predicted that voice would soon be dead and that the only sounds heard in contact centres would be keyboards – or chatbots controlling the Customer Experience (CX). However, this prediction missed one critical factor: the customer. With...

Six Ways to Engage With Worldwide Audiences in 2019

SDL, a global leader in content creation, translation, and delivery, has outlined six recommendations for companies looking to unlock the strategic power of an intelligent content supply chain in 2019, giving them the ability to engage with anyone, anywhere, in their...

Salaries to Remain Static as Businesses Brace for Brexit

Professional salaries in the UK will remain relatively flat in 2019, as Britain’s pending departure from the EU impacts employee confidence and business willingness to spend. The findings come from the annual Salary Survey produced by global recruitment consultancy Robert Walters. “Uncertainty around Brexit has...