Category: Customer Experience

Applying emotional intelligence in CX: An interview with Sandra Thompson

Applying empathy became a practice to understand and connect with customers. While it is beneficial to put in the effort to satisfy your customers’ needs, what is more, important is to have them coming back. Exceeding customer expectations is one...

Contact Centre Technology Solutions? Not the Silver Bullet to Fix Your CX Challenges

CCaaS (Contact Centre as a Service) AI, CX, Omnichannel, Unified Reporting, Automation, Analytics, Deflection, digital transformation…. The list of desirable jargon in the industry rumbles on in the minds of those chasing the ultimate transformation of their ‘Customer Experience’ and...

Why a Cloud Strategy Has Become Today’s Unsung Hero

Digital transformation agendas have been accelerated in both public and private organisations, where innovative cloud solutions have quickly been adopted, making a cloud strategy the unsung hero in the fight against COVID-19. It is no secret that the pandemic has already exacerbated...

Yearning for Human Engagement: Customer Service in The Next Normal

Human interaction is critical to our wellbeing, which is why many of us struggled with the COVID-19 lockdown. As Nicholas Christakis at Yale put it “The world called on us to suppress our profoundly human and evolutionarily hard-wired impulses for...

Great CX Doesn’t Happen by Accident

Great customer experience doesn’t happen by accident. It takes a long-term commitment to learning about your customer, an understanding that the work is never ‘done’, and a universal vision shared by everyone who works in your organisation – to provide...

ContactEngine Listed as a Sample Vendor in Gartner Hype Cycle for Customer Service and Support Technologies 2020

ContactEngine, a leading provider of proactive conversational AI and a UKCXA Winner, has announced that it has been identified as a Sample Vendor in the Gartner Hype Cycle for Customer Service and Support Technologies, 2020 report. ContactEngine was recognised in the...

How Collecting Consumer Data Enhances Your Business CX

There are numerous technological options to choose from in order to collect customers’ data. What they all share is the ability to keep track of your customers’ spending, how often they visit your website, their overall opinion of your business,...

2020 UK Customer Experience Awards: Finalists Revealed

The finalists of the 2020 UK Customer Experience Awards have been announced, with some of the UK’s best-known brands preparing to compete for glory, online this October. The Awards finals  – which this year is marking eleven years of celebrating the very...

How 5G is Expected to Impact Retail Customer Experience

The retail industry has been upended in recent years. A hyper-competitive landscape, the transition to e-commerce, and rapidly changing consumer habits have changed what and how we buy things–as well as the places we buy them from. The bankruptcy of...

Genesys Announces Partnership with Adobe to Deliver Contextual CX

Genesys, the global leader in cloud customer experience and contact centre solutions announced partnering with Adobe to help organisations break down data siloes between marketing, commerce, sales and service departments. A new integration between Genesys Cloud and Adobe Experience Platform, organisations will...