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Five Reasons Your Digital Analytics Strategy is Hindering Your CX

These days, an ever-increasing number of customer interactions are taking place over digital channels and every digital interaction offers an incredible source of customer intelligence for organisations to tap into.  With every digital visit, customers leave a valuable trail of digital...

The Fourth Industrial Revolution and the Path to Digital Transformation

This article was co-authored by Josh Ayres, Head of Emerging Technology at IP Integration.   This week, 5,000 Contact Centre professionals descended on London for the Call and Contact Centre Expo – a two-day, annual event centred around Customer Experience management.  Exhibitor stands and...

Dream on? Bosses Urged to Allow Office Naps This Monday

Bosses should allow their staff to take a nap in the office this coming Monday to make up for the time lost over the weekend, a sleep expert has suggested. Dr Nerina Ramlakhan, who specialises in sleep therapy, says that although the...

Quiz: How Well do YOU Know Your Contact Centre?

Daniel Ord is the Founder of OmniTouch International, and one of the global Contact Centre industry’s most influential figures.  With over 30 years of experience under his belt, Daniel is bringing his expertise to a wider audience with a new Masterclass...

Emirates Tops UAE Customer Satisfaction Index

Gulf Customer Experience Awards winner Emirates has topped a customer satisfaction index for the UAE, with the airline beating brands including Honda and Apple.The Kuwait-based Service Hero platform collates customer satisfaction data from a wide range of sectors across the...

Customers Frustrated Over ‘Disjointed Encounters’

Two-in-five consumers would consider switching to another retailer after two bad experiences with a brand.  That is among the findings of a study by customer engagement software firm Thunderhead, which surveyed 4,000 consumers in the UK and US to uncover what...

#Success: Empowering Female Employees

When it comes to barriers to success that women face in the workplace, low confidence can be a major factor. All too often, women can find a lack of self-belief gets in the way of them thriving in the workplace. The...

Burgers & Shake-ups: Digitising the Drive-Thru

A plan by fast food giant McDonald’s to bring Digital Experience to the drive-thru could be a risk, it has been warned. The company has announced plans to make it’s biggest deal in two decades – the purchase of tech firm...

Fears for ‘Smaller Players’ as EU’s Article 13 Casts Shadow Over Online Landscape

Controversial EU legislation designed to limit the sharing of copyrighted content online could “negatively impact” smaller firms, with some opponents warning it could put them out of business altogether. The Copyright in the Digital Single Market Directive was passed by the...

Does ‘Digital’ Really Exist?

Digital transformation is the latest trend that every organisation, in every sector, wants a piece of. In the customer management industry in particular, ‘digital innovation’, ‘digital transformation’ or ‘going digital’ are key phrases heard on almost a daily basis, with organisations...