Category: Customer Experience

Overcome Customer Service Complexity for Greater CX

Managing a large customer service operation can be a tricky and complex task, especially if an organisation is having to juggle multiple CRM platforms that can’t share information effectively. This impacts customer service agents, making it hard for them to...

2019 UK Customer Experience Awards: Winners Take Wembley by Storm

London’s home of champions Wembley Stadium lit up with the stars of CX as the 2019 UK Customer Experience Awards took place at the iconic venue. Hundreds of guests arrived at the event as finalists presented details of the country’s most...

Quality: The Pillar of Customer Experience

Companies are shooting themselves in the foot consistently when it comes to their Customer Experience. Why though…and how do we help them improve? In the past 18 months, we’ve seen several major Customer Experience (CX) blunders from big brands. Three that come...

Digital Marketing Strategy to Drive Customer Engagement: A Route map for Startups

In their earliest days, dynamic startups are so intently concentrated on the product or solution they have created, and the innovative, creative concept behind it, that they lose focus on the key process of taking it to market, engaging with...

Operational and Analytical CX: Know the Difference

It can be easy to think of customer experience programs as one homogenous aspiration for organisations, but with a little probing, what often emerges are two discrete types of programs: analytical, and operational CX. In both cases, CX professionals will...

Free Webinar: The Future of Midsize Call Centres in the Digital Age

An upcoming webinar will shine a light on how midsize call centres can adapt and thrive in the digital era, with expert advice from Genesys and Frost & Sullivan. Hosted by Customer Experience Magazine, the free webinar will take place on...

Who you Gonna Call?: Building a Chatbot for the Ghostbusters

There was something strange in the neighbourhood of Denver, Colorado this summer at the Xperience19 conference, hosted by Genesys. The theme for one memorable breakout session on how to build a chatbot was spooky comedy classic Ghostbusters, and as you might expect, plenty of...

AI and Ecommerce Personalisation

Customer Experience is shaping the future of ecommerce. AI is no longer science fiction – it’s real present-day technology and many ecommerce businesses are already using some form of AI to understand their customers better and provide an enhanced CX. 2019...

NPS as a system, not just a score

Most Customer Experience practitioners use the Net Promoter Score (NPS) as a measurement of customer loyalty and a predictor of business growth. NPS is a simple, practical, and actionable (e.g. event-triggered NPS) key performance indicator, and an informative measurement because it...

2019 Customer Experience Awards: The Final Countdown

The 2019 UK Customer Experience Awards is almost here, and finalists from among Britain’s most customer-centric organisations are preparing to put their best foot forward at London’s Wembley Stadium. Marking a decade of celebrating the very best Customer Experience initiatives, this...