Archives

Re-Discovering the ‘Forgotten Tribe’ of Customer Service Experts
Retail is buoyant, exciting, and transformative, so what better sector to be in right now? This was the counterintuitive conclusion of a recent white paper produced by Retail Week in partnership with Manhattan Associates. Based on in-depth interviews with 25...

Capita Partnership to Make Insurance Experience ‘Frictionless’
UK Complaint Handling Awards winner Capita has joined forces with innovators Artificial Labs to deliver disruptive insurance tech that digitises the end-to-end insurance lifecycle, reducing manual processes and making insurance frictionless. Artificial provides digital solutions to clients across the insurance sector,...

UK Employees Failing to Understand Digital Transformation
New research among British businesses examining employees’ attitudes toward digital transformation, innovation, and cutting-edge technologies such as Artificial Intelligence, reveals confusion about the true meaning of ‘digital transformation’ and a high degree of scepticism about their employers’ appetite for digital...

Judging Your Firm’s Customer Experience Through Retail Audits
Do you want to grow your business? Well, if your answer is yes, then you need to understand a simple rule: most products are just commodities for users. If the product addresses the issue of the customers, then two different...

Rise of the Dedicated Digital Experience Teams
Nearly half of brands have introduced a dedicated Digital Experience (DX) team to help shape their Customer Experience and journeys across digital channels. That is the findings in a new report by from experience analytics leader Clicktale. The study, titled Defining Digital...

Feefo and Thomas Cook Team-up for Fans’ Sports Experience Reviews
UK Complaint Handling Award winner Thomas Cook has extended its partnership with customer review tech experts Feefo to cover the UK travel giant’s sporting experience brand, Thomas Cook Sport. Building on a three-year relationship with Feefo – which in 2015 won...

Why CIOs/CISOs Positions are Becoming More Challenging
It’s your worst possible nightmare – A hacker has breached the company’s network and shut down its operations; millions in revenue is being lost, and the worse part is – you’re blamed. This is becoming an all-too familiar scenario for...

Artificial Intelligence: Death of a Salesman?
Tariq Jarrar is an experienced sales professional with over three decades of experience under his belt. He heads the Axession Advancement Academy by Devmark, and recently judged at the Gulf Real Estate Awards.In a new article for CXM World, Tariq...

Unravelling Customer Insight: Five Crucial Questions for Every Investor’s Arsenal
It is clear we are racing head first into a data rich world, meaning businesses cannot afford to mis-manage their customer data. Customer data management is a fundamental part of a company’s marketing strategy, as 83 percent of companies expect...