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Gartner’s Top 10 Strategic Technology Trends for 2017

Gartner, Inc. highlighted the top technology trends that will be strategic for most organisations in 2017. Analysts presented their findings during the sold-out Gartner Symposium/ITxpo, which was taking place from 16th to 20th October in Orlando, Florida. Gartner defines a strategic...

What’s happening to Customer Experience Analytics?

As marketers and digital business owners, we have the unique opportunity of exercising both sides of our brain on a daily basis. By striking that strategic balance between form & function, tech & design, we’re rewarded with happier customers more...

Training Your Staff to Be Effective at Live Chat

Are you using live chat in your business? If you’re not already, you should think about it soon. Live chat is a quick and easy option for customers to access support when online. According to Forrester, the use of live...

Interview with Eventbrite: Global Success Asks for a Collaborative Team Culture

Within the CXM interview series, we have a pleasure of publishing an interview with the Co-founder and CTO of Eventbrite, Renaud Visage, who talked about the Eventbrite’s road to success, the importance of cultivating a collaborative team culture and working...

5 Ways to Improve Your Customer Service

New research undertaken by virtual assistant service provider ava has shown that 51% of people in the UK would happily pay over the odds for something if it meant they received better customer service. The study also confirmed that 33% of...

Meet Epos Now, the Creator of the UK’s First POS AppStore

Epos Now is an electronic point of sale (EPOS) provider, securing profitability of SMEs in 109 countries. Creator of the UK’s first POS AppStore, Epos Now beat off a host of corporate competition to be named winner of the ‘Design...

Customer strategy: ten key principles

The conventional approach to gaining customers, which was based on picking a segment of purchasers to target and developing products for that segment, is no longer sufficient. A customer strategy goes further: it is the articulation of the distinctive value...

Back to the Future of Personalised Shopping Experience

The anonymous shopping experience has had its day. On the back of the success of digital personalisation, retailers are turning their attention to the in-store experience, recognising both the rise in customer expectation and the differentiation personal service can offer....

7 Customer Experience Approaches that Are Dying Out Fast

The choice and freedom available to consumers in the wake of the online revolution has forced brands to work harder to acquire and retain customers. Companies are throwing everything at the challenge of delivering a superior customer experience with the...

5 Ways to Supplement Your Income Outside of Your Job

When it comes to our jobs, a lot of us aren’t in it for the money. On a personal level, I always feel that career satisfaction and a sense of fulfilment are more important to me than what’s in the...