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UK Complaint Handling Awards: 2020 Entries now Open!

Entries are now open for the 2020 UK Complaint Handling Awards, Britain’s biggest celebration of CX-inspired initiatives to resolve consumer problems. 2020 will be he fourth year the awards ceremony will be held in the heart of London, and March 5...

Three Vital CX Roles Played by Speech Analytics

Agents interact with dozens of customers daily, and odds are they aren’t exactly calling to talk about their opinion on the Game of Thrones finale. Your employees encounter an influx of problems, ranging from simple to complex, that all need...

The Japanese art of Kintsugi: A Golden Guide for Complaint Handling

金継ぎ This might sound like a strange question in the context of financial services, but have you ever heard of Kintsugi? No matter if not because I’m about to explain exactly what it is – and why it matters to your...

As AR and VR Turn CX on its Head, Let’s not Forget Chatbots

The current conditions for UK high street retailers are far from favourable. Not only are they battling market pressure and challenges from ecommerce competitors, but also increasing rents and tough trading conditions. To ensure survival, retailers today must keep their finger on...

Tips on Rediscovering the Power of Voice in Communication

Today we are swamped with a plethora of digital tools to communicate with one another, from Whatsapp, texting, Facebook, Instagram, to email, and much more.  We are led to believe that these technologies make communications easier but at the same...

Retail and Finance Leading Overall UK CX Improvements

British brands are slowly but steadily improving their Customer Experience, with retail and financial services continuing to lead the way, according to KPMG Nunwood.  Their new report, Power to the People, stresses the vital role employee engagement plays in improving Customer Experience, with...

Could DTC Subscription Brands Clean up in Household Product Sales?

A majority of UK customers would switch to a direct to consumer (DTC) subscription service for everyday high street purchases, according to a new survey. Research by Rakuten Marketing reveals 69 percent of British consumers would choose a subscription delivery service for goods...

Online Customers Torn Between Security and Convenience Ahead of SCA

UK customers are torn between valuing convenience and security when making purchases online – but they value speed and ease of payment more than their European counterparts. That is the findings of a new survey of 4,000 online shoppers by payments...

Inspiration & Ambition: Capita’s Winning Team on Awards Achievements

The UK Complaint Handling Awards has established itself as Britain’s premier showcase for customer service talent, and this year saw one of the event’s most sought-after Gold gongs go to one of the world’s most recognisable names in outsourcing and...

Emotion, Empathy and Personalisation: How can AI Ever Replace Humans?

There is ever increasing interest in the role emotions play when managing Customer Experience in the contact centre. At the same time, there is a drive to introduce technology such as chatbots to make customer service teams more efficient; removing...