Category: Customer Experience

Black Friday: Shoppers set to Shun High Street

Black Friday offers will not be luring a majority of customers to the UK’s high streets this year, with new research showing most will stay at home. Contact centre and CX tech specialist Genesys has released a study on the annual...

UKCXA Winner ContactEngine Lands Sunday Times Tech Track Award

UK Customer Experience Awards winner ContactEngine has picked up yet another honour, being named Best Use of IP at the annual Sunday Times Hiscox Tech Track 100 national awards event. The awards event was held in London this week, and the conversational AI tech...

Customer feedback strategy: Creating a more individual experience

According to a Salesforce Research paper published last year, 79 percent of customers now expect offers and recommendations from companies to be personalised based on what they’ve already bought.  A trend we’ve seen emerging for years in commerce is now...

Voicebots: Saviours of Outdated and Complex IVRs

As the move to cloud platforms speeds up, the pressure is on to take advantage of bots powered by artificial intelligence (AI) – especially for IVRs. Many businesses are at a standstill in adopting AI because they’ve done nothing to their IVRs for a decade...

Howard Lax Takes on top CX Consulting Role at Confirmit

UK Customer Experience Awards finalist Confirmit has announced a new Principal Director of CX Consulting. Howard Lax (pictured below) is a former Vice President, Customer Experience Practice Lead for Directions Research and held consulting roles with Kantar TNS, Harris Interactive, ORC and GfK Custom...

ContactEngine & BT: An Award-Winning Partnership

Among the successful partnerships at this year’s UK Customer Experience Awards was ContactEngine and BT Enterprise, which together won Gold in the Use of Technology category. The winning team secured the title following a presentation on the success of BT’s ‘Brilliant Installations’...

Customer lifetime value: a winning CX metric

Customer lifetime value simply helps businesses understand the importance of customer retention. It is crystal clear that the revenue depends on the customers and how long they are willing to stay with a company. Whether we talk about the small,...

The Value of ‘Keeping it Simple’ for Improved CX

  If there is one lesson Phil Durand (pictured), Director of Customer Experience Management at Confirmit re-learned as a judge at this year’s UK Customer Experience Awards, it’s that there is real value in making things as simple as possible… The aim of Voice of...

‘Where’s my Order?: Three Tips for Boosting Delivery Experience

There’s nothing worse. You book an entire day off work to receive a delivery. You spend the whole time waiting for the doorbell to ring because you don’t know what time the delivery will arrive. You nip out to the back...

Customers at the Heart of Everything: A Judge’s Perspective

Jo Boswell is Founder & Director of Sentio-B, and one of the UK’s innovative CX consultants. This October she returned to Wembley Stadium to judge at the 2019 UK Customer Experience Awards, where she was impressed with the calibre of...