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AI to to Deliver More Personalised Digital Experiences by 2020

UK brands are adopting Artificial Intelligence (AI) as they race to make sense of customer data and deliver more relevant, personalised experiences, while staying on the right side of GDPR, according to new findings. Adobe research, to be published in a...

Perfecting the Black Friday Customer Journey

Black Friday is a competitive time of year, but also one filled with abundant opportunity. As consumers prepare to snap up plenty of pre-festive bargains, the opportunity for brands to promote and sell their products is endless. Black Friday online...

Staff Motivation: Money isn’t Always the Answer

There is an article on PeopleHR.com that will give a manager food for thought. Despite the scrapping of nursing bursaries, student nurses in the NHS  are still motivated to stay within the profession. In the 2017 NHS staff survey, the staff was...

Only Connect: Fixing Broken Customer Journeys

Brands have never spent so much to attract customers! UK advertising expenditure grew 4.6 percent to £22.2bn in 2017, the eighth consecutive year of market growth. But with so much emphasis on enticing customers, brands are failing to consider how to retain...

Fixing Broken Processes in the Contact Centre

Go back little more than a decade and most contact centres followed the traditional model of being office-based with headphone-wearing operators packed together like battery hens answering fixed line phone calls on weekdays between 9-5. This version of the contact centre effectively...

Service Providers Missing a Critical Digital Transformation Opportunity

Although service providers are moving at record pace to innovate, a significant engagement channel – the bill – is often overlooked in their digital transformation strategies. That is the findings of a study commissioned by billing and communications software provider BriteBill,...

CX: Harnessing the Human Factor

Phil Durand is Director of CX Management at Confirmit and  judged at the 2018 UK Customer Experience Awards. Perhaps the most telling observation from judging at this year’s Customer Experience Awards is that passionate and personal accounts from CX professionals made...

Independents on the Rise: What They Must do to Earn Customer Support

The best thing to come out of this summer’s World Cup – aside from a renewed confidence in a habitually underwhelming national football team – was the boost that England’s good tournament run gave to the British retail sector. As...

Artificial Intelligence: The Key to Improving Customer Experience

I was honoured to be asked to judge at the 2018 UK Customer Experience Awards, which were recently held at London’s Wembley Stadium. Research by Gartner predicts that businesses will start to compete more on Customer Experience than price, so the...

Company Strategy: A Staff Concern

I’m always fascinated by the many different reactions I get to the question: “What is your company strategy?” They range from: “Of course we have a strategy!” (a nice way of not answering the question), to some very succinct verbalisations...