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Customer Complaints: A Silver Lining?

Simon Hunt, Director of Customer Experience, Firstsource Customer complaints are an unavoidable part of business. No customer is 100% happy 100% of the time and they are often not afraid to let product and service providers know when things go wrong.   Whilst complaints say a lot about a business, how they...

Only 1 out of 26 unhappy customers complain. The rest churn.

Make Your Resolution Stick – Why Your Top Improvement Goal for 2016 Should be Complaints Handling by Duane George from Aptean Was January your only month for seeking out improvement for the year ahead? Resolutions don’t just have to be for...

A Bar. Of Chocolate.

#ifCarlsberg Did a bar, it would be made of chocolate, apparently. The Danish brewer has launched a pop-up bar made completely out of chocolate as part of its “if Carlsberg did…” campaign. They unwrapped the foil to unveil a fully functioning, three-metre-deep...

Back-to-Back Industry Insights from Two Digital Customer Experience Leaders

DCX Europe Summit 2016 shared with CXMagazine some interesting insights from various customer experience leaders which inspired us to make a “back-to-back” article with their answers to some of the most relevant questions. This time, the participants are Rick Medeiros,...

DAVE: the Secret to Creating First-class Customer Experience

by James Myers, OgilvyOne Business I fully recognize that I won’t be winning any prizes for insight of the year with this, but marketers are now in the experience business. No longer can agencies survive being just the communications experts, nor...

Meet Sophia, the Humanlike Robot that just Can’t Wait to Start a Business

Robotics is finally reaching the mainstream and androids – humanlike robots – are everywhere at SXSW.  Experts believe humanlike robots are the key to smoothing communication between humans and computers, and realizing a dream of compassionate robots that help invent...

A Warm Introduction Is So Much Better Than a Cold Lead

DueDil releases DueDil Connect to change the way businesses identify opportunities via their team’s network DueDil Connect combines the power of individual networks with DueDil’s comprehensive company information DueDil Connect uncovers hidden opportunities that wouldn’t otherwise be found with conventional sales tools,...

Mapping the Employee Experience – An HR Perspective

It’s well known that the HR profession loves a new ‘buzzword’ to embrace. With people analytics and new technologies disrupting traditional HR processes and procedures, employee experience (EX) is becoming the new trend. As customer experience (CX) has become more...

The 3 Pillars for Delivering Seamless Customer Experience in a Connected World

When it comes to the Internet of Things (IoT), the future is now. Gartner has predicted that 6.4 billion connected things will be used this year, which is 30% more than just a year ago! This trend shows no signs...

Why Global Cruise Companies Must Take a Punt on Apprentices

The UK government revealed in January 2016 that more than 150,000 youngsters started an apprenticeship in England (across all industries) in the fourth quarter of 2015 alone, and the authorities are keen to see this number grow even further. As the...