Archives

Global Prosperity initiative focuses on sustainability development goals

The Mohammed bin Rashid Initiative for Global Prosperity has begun preparations for the launch of its second cohort, re-affirming its commitment to advancing the United Nations Sustainable Development Goals. An action of the Global Manufacturing and Industrialisation Summit, GMIS, the Global...

The CX Strategist: A new Direction for Customer Experience

B2C companies have always argued that Customer Experience is at the centre of everything they do – but in reality, the focus has for a long time really been on selling the right products to consumers, rather than the individual. ...

Driving Customer Experience Through Data

In today’s increasingly tech-driven society, customer expectations on the speed and convenience of interactions with businesses have never been higher. In every sector, companies are undergoing a process of digital transformation to ensure they deliver seamless experiences to the consumer....

Genesys Revealed as new 2019 UK Customer Experience Awards Sponsor

Global CX and call centre tech leader Genesys has been revealed as the Gold Sponsor for the 2019 UK Customer Experience Awards. Taking place in London’s Wembley Stadium on October 10, the awards celebrate the country’s best CX strategies, transformations, and...

Why Your Bots and Customers are Clashing – and how to Solve It

Remember the days of buying cinema tickets over the phone? Wasted minutes bellowing ‘Jumanji… JU-MAN-JI’ into your landline as the disembodied voice on the other end says ‘Sorry, I didn’t get that. Did you say Batman Forever?’ Thankfully, voice assistants have...

Personalised User Experience Design: Eight Important Points to Consider

Consumers these days expect a hyper-personalised Digital Experience, from cosmetics and fashion brands to consumer goods, online marketplaces, and even video streaming services. Personalisation has become a focal point for user experience design and, when executed smartly, can be a differentiator for a brand’s Customer Experience. Personalised user...

Revealed: Extent of ‘Ghosting’ in the Workplace

A new survey has revealed the extent of ‘ghosting’ by both employers and employees in the UK. The term refers to the practice of disappearing without contact, and was originally coined to describe dating experiences. However, according to findings from education...

In the Race for Great CX, a Name Means More Than you Might Imagine

Jaap Wilms is an international CX consultant and the founder of Wilms & Co. Here, ahead of his role as a judge at the 2019 International Customer Experience Awards in Amsterdam, he offers insight into why a name can make,...

Ink-redible: Handwritten Letters Return Personal Touch to Communication

A new B2B sales conversion service is bringing back the art of the handwritten letter in a scheme that is proving hugely popular with clients. Conversion optimisation platform ResponseiQ has unveiled Inkdesk, a fully managed service, defining campaigns and crafting handwritten letters along...

Accelerating Revenue With Digital Transformation

The future is upon us, with companies digitalising their contact centres with disruptive technologies, such as Artificial Intelligence (AI) and Robotic Processing Automation (RPA), that are improving the Customer Experience beyond recognition. In the age of Brexit and political and...