Archives

Training to Win: Earning Awards Success Through Skills & Shared Knowledge

The 2019 UK Customer Experience Awards is just around the corner, and CXM is shining a spotlight on how fantastic training can help your strategies burst out of the boardroom and become worthy of awards recognition. Among this year’s finalists is...

Rebooting the High Street

The ‘high street’ we used to know simply doesn’t exist anymore. While independent retailers are struggling, household names are also feeling the pressure, shuttering at an unsettling rate. In fact, according to the British Retail Consortium, the number of empty...

Freshsuccess Software From Freshworks Available in New Year

Customer engagement software firm Freshworks Inc has announced its Freshsuccess customer success management software, delivering an integrated customer view for marketing, sales, support, and success professionals. From January 2020, all go-to-market teams can leverage unified, holistic data of both accounts...

The ‘Good Talk’: Can Constructive Conversations Replace the Annual Performance Review?

Ranked in the global top 10 of the most desirable companies to work for, Netflix is an employer that clearly gives a great deal back to its employees in terms of salary, culture, and development opportunities. However, it also expects...

Diversity & Inclusion: The Keys to Improved Customer Contact

In the world of customer contact, the nurturing of a diverse and inclusive culture not only creates a team that reflects the market it is serving, but it generates an environment where people can bring their whole selves to work...

Genesys’ G-Summit Underway in Amsterdam

The G-Summit Europe event, hosted by global Customer Experience and contact centre solutions firm Genesys, is underway in Amsterdam. The three-day conference brings together CX professionals from across Europe to share the latest in technology solutions and good practice, and features...

The Race for Customer Experience Efficiency Must be Balanced With Brand Humanity

The connection between a good Customer Experience when people come directly into contact with a brand and business performance is now a given. In the age of the smartphone, people have become used to fast, fluid access to information and services....

Gulf CX Award Winners Help Shape UAE Relationship With US Banks

Gulf Customer Experience Awards winners have taken part in a high-level conference to strengthen relations between UAE and US banks. The UAE Banks Federation (UBF), a body representing 52 member banks operating in the UAE, hosted a delegation in Abu Dhabi...

Viva la Revolución: Is it Time to Free Your Employees From Software Dictatorship?

A new report from customer engagement software firm Freshworks Inc has cast light on a staggering number of hours wasted annually by sales and service agents who struggle to navigate software they are forced to use, despite having no say...

CX Soaring at Dubai International Airport With new Cloud Platform

Dubai International Airport is aiming to boost Customer and Employee Experience through the implementation of a new bespoke cloud-based platform. Dubai Airports, which operates Dubai International Airport, has launched a high-tech system that monitors airport operations in real-time and visualises traffic...