Category: Customer Experience

Transform call centre performance with these 6 real-time use cases 

The real-time revolution is here. And Contact Centre as a Service (CCaaS) is poised to take advantage to provide immense value for contact centres.Gone are the days of waiting for end-of-day analysis to improve customer experiences, for missing conversation triggers to transfer customers over to a manager, or routing...

What does the rise in CCOs and data backed customer-centricity mean for retail?

Since 2020, 18 major retailers have added Chief Customer Officers (CCOs) to their executive leadership teams. It’s a trend worth unpacking. After all, customer-centricity isn’t new to retail. Why is it suddenly getting a seat at the executive table?The answer...

How is Zoom navigating the future of customer engagement? Interview with Zoom’s Head of Contact Centre

In the fast-evolving landscape of Contact Centre as a Service  (CCaaS), one name stands out as a driving force in revolutionising customer experiences – Zoom. Today, we are privileged to talk with Ben Neo, the Head of Zoom Contact Centre and CX...

The impact of the cost of living crisis on environmentally conscious choices in 2024

This piece was co-authored by Agop Ashjian, CEO of Shipup, and Edward Drax, CEO of Yocuda.The environmental crisis is a growing issue for both retailers and customers. A report by Recycling Lives found that 81% of people prefer to buy from retailers with an eco-conscious...

Reward your customers, and they’ll reward you with their loyalty 

According to McKinsey, 81% of shoppers have changed their consumption behaviours in the face of soaring prices and inflation levels.Two-thirds of shoppers are making less impulsive purchases More than half are spending longer researching and considering purchases 47% are holding out more...

4 practical approaches to unlocking customer voice and uncovering deeper insights 

Daily human conversations, whether spoken, written or recorded, represent an invaluable source of organic data for businesses. These word exchanges have significant potential to provide contextual insights that influence elements of an organisation’s operations.Unstructured conversations provide meaningful context around customer...

Voting open! Decide your top 50 CXMStars™ of 2024 today🌟

This year’s initiatives have been excellent. All entrants have done an incredible job. It was not easy to shortlist all the nominees to our finalists. But we’ve done it!The lists of the top 25 CXMStars for each category have been...

What does 2024 hold for customer service? 

From instability to a cost-of-living crisis, customer service in 2023 has had a lot to overcome. As we start 2024, there is scope to hope that this could be the year for positive change for customer service. Going forward, more businesses will be focused...

Top 3 unexpected CX predictions for 2024

As businesses set their sights on the new year, insurance providers must focus on elevating CX. Particularly when selling directly online. Prioritising customer needs is one of the best ways to achieve positive results, in terms of short-term financials and...

CX and Hospitality: what can we expect to see in 2024?

Navigating the hospitality industry presents a thrilling yet challenging prospect due to its unpredictable nature from one season to the next. Mastering the ability to adjust to the dynamic forces shaping both local and global markets, along with the ever-evolving...