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Measuring the Always-Connected Customer

Today’s consumers want it all – freedom to research purchases using any device (66 percent), the ability to visit stores if the internet doesn’t meet their needs (49 percent), and personalised advertising offers (26 percent) – all as part of...

Brexit Data Protection Warning Following Record British Airways Fine

Pan-European data protection cannot be “taken for granted” post-Brexit it has been warned, after British Airways was hit with a fine of £183 million following a cyber attack which affected half-a-million customers. The record fine was imposed by the Information Commissioner’s Office...

Retail Urged to Prepare for Majority Digital Future

Online shopping will account for more than half of all of retail sales within the next decade, a new report predicts. Commissioned by law firm Womble Bond Dickinson (WBD), The Digital Tipping Point claims a growth from the current rate of 19 percent...

Five Ways Cloud can Empower Your Customer Service Team

As any reader of CXM knows, Customer Experience is a key business differentiator. Businesses working in every sector, from IT to healthcare to retail, needs to deliver fast, effective, and memorable customer service to stand out from the crowd. Consumers...

Play Your (Gift) Cards Right

Sales from digital gift cards are projected to hit nearly $700bn in global sales by 2024 – if you’re a retailer, it’s an area you simply can’t afford to avoid or get wrong, especially since 72 percent of retailers now...

London Staff Cull as Deutsche Bank Begins Overhaul

Plans by Deutsche Bank to “restart” its operation have led to the first cull of employees in London, along with a loss of staff in New York and Tokyo. The German investment giant is undergoing a radical reorganisation to “become more...

Food for Thought: Hoteliers Debate Customers’ Changing Tastes in Dining

Hotels are being forced to face up to changing customer tastes that could spell the end for room service food. Industry thought-leader, EP Business in Hospitality, recently hosted a topical business forum featuring world-class hoteliers, alongside guest experience management firm HGEM. The event...

Chatbots: Enhancing Your Customer Experience

Providing a first-class Customer Experience is a goal every organisation pursues – it’s no longer a luxury only large brands with big pockets can afford to focus on. Consumers now expect to experience the ‘perfect’ buyer journey with every business they...

Putting the Pride Back in Customer Service

Working in a call centre has been seen as the very epitome of the “McJob” – a low-paid, unrewarding role that’s usually viewed as a stepping stone to more responsible, better-paid and more meaningful employment. It shouldn’t be this way. Customer service...

Cuban sustainability project boosted by Abu Dhabi Fund for Development

The Abu Dhabi Fund for Development (ADFD) has joined forces with Cuba’s Ministry of Energy and Mines and International Renewable Energy Agency (IRENA) as part of a project to power almost 7,000 Cuban homes. ADFD, the leading national entity for international...