Category: Customer Experience

The Importance of Empathy For Businesses and Leaders

In recent years, ‘empathy’ has become an increasingly relevant mantra for companies and business leaders. The emergence of COVID-19 earlier this year has served as an accelerant to the realisation of how important empathy is in both business and society,...

AIB Expands CX Programme with Medallia

Medallia, Inc., the global leader in experience management, announced that AIB, one of the largest commercial banks in Ireland, is expanding its customer experience programme with Medallia. AIB is boosting its customer experience measurement programme by leveraging Medallia’s digital measurement solution...

Three Key Considerations as Retailers Enter the 2020 Festive Period

The festive season is traditionally one of the most profitable times of the year, especially in retail. Between 2011 to 2019, Christmas spending in cash terms continued to rise each year. Meanwhile, last-minute shopping and the rise of in-store and...

Consumers Will Turn to Local Retailers This Holiday Season, Report Finds

Over half of global holiday shoppers plan to shop local during the 2020 holiday period, according to new research from Rakuten Advertising, the global leader in performance marketing, media and consumer insights. The research, conducted among 8,673 adults worldwide, found that...

Putting the Customer Back In the Driving Seat: Why Customer Experience Has Never Been More Important For Survival

With the UK officially entering a recession for the first time in 11 years, it’s fair to say that many organisations are facing an uncertain future. Sales and revenues have been rocked in recent months and, with the economy still struggling to...

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...