Archives

The Gamification of Citizens

I read an article a few years back explaining how China has developed a new system that gives people a score for how good or bad a citizen they are. ‘Sesame Credit’ was the name of that system in 2015, which...

MPs Demand Ombudsman Reforms in Critical Report

The UK’s ombudsman system has been dubbed “as useful to consumers as a chocolate teapot” amid calls by MPs for reform. Westminster’s All-Party Parliamentary Group (APPG) on Consumer Protection – a cross-party group of politicians including MPs and a peer from...

Businesses Warned to Address ‘Customer Experience Disconnect’

Sixty-eight percent of Middle East and African (MEA) businesses say Customer Experience is not represented at board level, with lower-level management or multiple managers often assuming responsibility. The findings by global technology integrator and managed services provider for hybrid IT, Dimension...

BSC Focuses on Wellbeing at Work

Research by the British Safety Council has identified significant levels of uncertainty in the UK about wellbeing at work. Its new report Not just free fruit: wellbeing at work, found that employee wellbeing is often ignored or misunderstood, with employers unsure how...

Be Business Savvy With Digital Experience

According to the Harvard Business Review, the seemingly-elusive definition of Customer Experience is “the quality of all of a consumer’s encounters with a company’s products, services, and brand”.  Of course, you want your company to be the best – have the...

AI: Helping the Retail Revolution Take Off

Consumers give brands less and less time to get it right when it comes to Customer Experience. A survey of 14,000 consumers around the globe published by consulting giant PwC last year found that almost a third (32 percent) would...

A Quarter of British Businesses Suffering Thanks to Poor UX

A quarter of UK business customers would shun a company that had poor website usability and choose to shop elsewhere, according to new research. The findings by full-service e-commerce agency PushON show that of the 500 UK business decision makers that were surveyed, 25...

Why Identity Resolution is key to Enriching Customer Experience

There is no such thing as a typical consumer journey anymore; thanks to digital transformation, consumers have endless choice and the power to interact with brands whenever, wherever, and however they want. But where does this shift leave marketers? The explosion...

The Importance of Your Brand in the Customer Experience Equation

In their quest for the holy grail – being able to render tailored experiences to individual customers – brands seem to have made a strong shift in focus to short-term, ROI-driven communication. Smart move? Shareholders, lured by dividend payments, will...

Is First Contact Resolution Relevant in Today’s Contact Centre?

I recently chaired a panel of judges at the Gulf Customer Experience Awards for a number of contact centre entries. One of the judges on our panel asked several of the entrants: “So how do you measure your First Contact Resolution...