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Harnessing Voice Tech Popularity to Deliver Better Customer Service

The popularity of smart speakers such as Amazon’s Echo and Alexa and Google’s Home Hub is increasingly rapidly. A recent study by Adobe revealed that almost a third of US households now own at least one of these devices, with...

NBF: Building Competitiveness Through Employee Engagement

The Overall Winner at this year’s Gulf Customer Experience Awards has spoken of its goals regarding hiring the very best talent in the region – and keeping them engaged as valued employees. The National Bank of Fujairah secured Gold category wins...

Creating a Strategy to Support Growth

I was recently tasked with considering the possible challenges of creating a large-scale customer service centre. I looked at how to combat these challenges and ensure a healthy balance between a traditional call centre and a start-up operation. The ideal workplace In my...

Customer Experience Soars to new Heights at Rebranded Dubai International

Dubai International (DXB) is rebranding as a “destination itself” as it aims to attract more visitors to the Emirate. The hub is the world’s busiest airport for international passengers, and has seen an annual average growth rate of more than 13...

How to Recruit and Retain the Best Employees

We all hear CEOs, MDs, and leaders of companies saying that employees are their greatest asset. Therefore, it makes sense to commit considerable resources into recruitment, training, and development. So, what exactly is the secret to attracting the right people...

Limiting IT Downtime in Your Business

IT downtime can be a disaster for so many different types of businesses, causing lost sales, security breaches, time wastage, and so much more. In this article, we discusses how you can prevent IT downtime in your business and reduce...

Out of the IVR Frying pan, Into the Chatbot Fire?

The battle between chatbots and IVR is coming to a head. Until now, customer service routing has predominantly been the job of IVR (interactive voice response) technology. But now chatbots are threatening to take over the role of primary customer...

Getting Less From Your Research? Time for a Feedback Health Check

There’s no doubt about it – we’re seeing an epidemic of survey fatigue, and consumers and businesses are both suffering.     A third of people will walk away from a brand they love after one bad experience – and that...

The Limitations of Traditional Project Management

Irrespective of the methodology used, examples of project failure are easy to find. A simple Google search will show that the Sydney Opera House was completed ten years late and a staggering 14 times over-budget. Ok, but that was completed...

Gulf Customer Experience Awards: Innovation and Expertise

For the past four years, the Gulf Customer Experience Awards have sought to reward the companies in the region that deliver outstanding customer experiences. This year, I had the opportunity to be on the judging panel for the awards, and...