Category: Customer Experience

Driving Customer Experience Through Data

In today’s increasingly tech-driven society, customer expectations on the speed and convenience of interactions with businesses have never been higher. In every sector, companies are undergoing a process of digital transformation to ensure they deliver seamless experiences to the consumer....

Genesys Revealed as new 2019 UK Customer Experience Awards Sponsor

Global CX and call centre tech leader Genesys has been revealed as the Gold Sponsor for the 2019 UK Customer Experience Awards. Taking place in London’s Wembley Stadium on October 10, the awards celebrate the country’s best CX strategies, transformations, and...

Why Your Bots and Customers are Clashing – and how to Solve It

Remember the days of buying cinema tickets over the phone? Wasted minutes bellowing ‘Jumanji… JU-MAN-JI’ into your landline as the disembodied voice on the other end says ‘Sorry, I didn’t get that. Did you say Batman Forever?’ Thankfully, voice assistants have...

In the Race for Great CX, a Name Means More Than you Might Imagine

Jaap Wilms is an international CX consultant and the founder of Wilms & Co. Here, ahead of his role as a judge at the 2019 International Customer Experience Awards in Amsterdam, he offers insight into why a name can make,...

Ink-redible: Handwritten Letters Return Personal Touch to Communication

A new B2B sales conversion service is bringing back the art of the handwritten letter in a scheme that is proving hugely popular with clients. Conversion optimisation platform ResponseiQ has unveiled Inkdesk, a fully managed service, defining campaigns and crafting handwritten letters along...

2019 UK Customer Experience Awards: Entry Deadline Approaching

The entry deadline is fast approaching for the 2019 UK Customer Experience Awards, which this year is marking ten years of celebrating the very best CX in Britain. The gala event will take place on October 10 at London’s Wembley Stadium, where...

Points and Plastic Remain Popular, Loyalty Scheme Survey Finds

New research shows that the public appetite for points and plastic is as popular as ever, with the majority of UK customers subscribed to at least one loyalty scheme. According to Hawk Incentives’ The Loyalty Evolution Report – which surveyed 2,500 people across...

Strategic AI Implementation: Crucial for CX Improvement

Artificial Intelligence (AI) plays an important role in Customer Experience, marketing, and personalisation; It has the power to generate predictions about what goods and services customers are likely to want, when the demand will arise or propensity to switch will...

Online Trending Store to Open in London

The world’s first bricks-and-mortar store selling only items that are trending online in real time will open its doors in London next month. The Trending Store will be open from July 3 – 7 at Westfield London, operated by trend foresighting...

Reconnecting With Customers as Social Media Stagnates

In 2019, we’ve seen a number of brands look to simplify their communication channels in a bid to reconnect with their customers. From Gucci opening six customer contact centres that will provide phone, email and live chat communications, to Lush...