Archives

Interview with Greg Searle – A Triple Olympic Medallist and a Business Coach

We had the honour of speaking with Greg Searle, an Olympic gold medallist who won the coxed pairs event at the 1992 Barcelona Olympics – and 20 years later decided that there’s no reason for him not to enter the...

Why Did BAFTA Steal The Crown Jewels?

According to numerous sources, there was something fishy about this year’s BAFTA TV Awards. ‘The Crown’ fans were cheering for their beloved show that was nominated in 5 different categories, only to be disappointed by the result: The Crown won...

Interview: Our Recent Catch-up with a DXA Winner – Vehicle Vision

VehicleVision is a company implementing digital channels to enhance and help drive CX in the automotive industry further. The company delivers class-leading personalised online video systems for the automotive industry which provide a great deal of transparency and customer inclusion. We...

Here’s Everything Apple is Rumoured to Be Launching in 2017

Apple is notoriously secretive. The Californian technology giant almost never speaks about upcoming products before they’re officially announced. Journalists who ask about rumours and reports might get told “no comment” — if they’re lucky enough to get a response at all. But...

A ‘Paradigm Shift’ Is Taking Place in Financial Technology

Venture capital firms, which poured $117 billion into fintech startups from 2012 to 2016, have been pulling back on their investments. Meanwhile, established financial firms are positioned to step up their spending. In a big note out to clients on May 18 titled “Fintech:...

The 3 Ingredients for Outstanding CX

Poor customer service directly affects CX. It’s a problem that persists in many companies across the UK. Recent research commissioned by Genesys found that, on average, UK consumers spend around 17 minutes on hold to call centres per week. Over...

The Truth about Self Service, Bots & Intelligent Assistance

Sometimes a technology takes an age to go mainstream. Other times it appears to arrive like a thunderbolt out of nowhere. Bots chose the high impact option when they arrived in Q1 2016. By mid-summer they were sliding down Gartner’s...

Why Business Risk Intelligence Comes Before Digital Risk Monitoring

Everyone remembers the social media boom of the mid-2000s. While social networks such as MySpace and Friendster already existed and had fledgling ad revenue models, it wasn’t until the emergence of Twitter, Facebook’s acquisition of FriendFeed, and the development of...

HSBC Tech Chief on Digital Challenger Banks: ‘We Are Building Similar Stuff Ourselves’

HBC has been our devoted client and award entrant since 2013 when they first entered the UK Customer Experience Awards. Later on, they also participated in the UK Financial Services Experience Awards and UK Employee Experience Awards. Their Middle East...

Personalisation in CX: Applying proactive customer engagement

In this article, the author explores the essentials of personalisation in CX, a rapidly emerging topic across all industries. In 2012, only 30% of companies asked by analyst leadership group Gartner expected to compete for business primarily on the basis...