Category: Customer Experience

Want to Kick the Competition? Walk in Your Customer’s Shoes

Competition is intensifying in almost every industry worldwide and in the race for success, enterprises face a growing risk of losing site of the fundamental elements for business success – a strong product that can serve the needs of every...

Firstsource to Create 450 Jobs in Belfast

UK Complaint Handling Awards winner Firstsource is creating up to 450 new jobs at a new £1 million base in Northern Ireland. The call centre firm – which was named Overall Winner at the UKCHAs in March after winning Gold in...

Driving Retail Growth Through Luxury Shopping Experiences

In today’s challenging retail landscape, success will be determined by how well brands target – and serve – consumers. The luxury sector is no different, and previously it’s suffered from a case of mistaken identity. Their shoppers were often thought to...

Automation and Orchestration: The Keys to Securing a Digital Organisation

With the benefits of cloud platforms and mobility becoming increasingly obvious in the Gulf region, organizations have now started migration to digital platforms. Most regional businesses today are using cloud and mobility solutions in some manner, often with highly varying...

Better Complaint Management Through Customer Journey Mapping

Nobody wants to receive a complaint about their product or service, but the reality is that we can’t please all of our customers all of the time.   The time when customer complaints were hidden is now thankfully long gone. Appearing as...

Taking a More Human Approach to Artificial Intelligence

Artificial Intelligence (AI) is all about machines, obviously. Except it’s not!In truth, discussions surrounding AI may often centre around how competent, intuitive, and contextually aware the machine brains we are building have become, but really, AI is all about us...

CXM Book Club: Customers the Day After Tomorrow

We have now entered the third phase of digital evolution, and it is changing the behaviour and expectations of customers, fast. Thefirst phase was all about the internet, and making information accessible. The second phase was all about mobile and...

UK Customers Wary of AI Future

Large majorities of British consumers prefer dealing with humans over automated services for everything from querying a bill (85 percent) and changing account details (62 percent), to making a complaint (84 percent), buying a product or service for the first...

Experts Reveal What Customers REALLY Want

You might think that your product or service is great, but the truth is, it doesn’t matter if it isn’t what your customer wants. But how can you go beyond your own gut instinct to be sure you’re really meeting...

Trust ‘Vital’ in Building Long-Term Relationships With Customers

Failing to build trust undermines customer loyalty and damages revenues, with over three quarters of consumers saying they’ll leave a supplier that they don’t trust.  At the same time, focusing on getting customer service basics right and listening to consumers will...