Category: Customer Experience

The Gamification of Citizens

I read an article a few years back explaining how China has developed a new system that gives people a score for how good or bad a citizen they are.‘Sesame Credit’ was the name of that system in 2015, which...

MPs Demand Ombudsman Reforms in Critical Report

The UK’s ombudsman system has been dubbed “as useful to consumers as a chocolate teapot” amid calls by MPs for reform. Westminster’s All-Party Parliamentary Group (APPG) on Consumer Protection – a cross-party group of politicians including MPs and a peer from...

Businesses Warned to Address ‘Customer Experience Disconnect’

Sixty-eight percent of Middle East and African (MEA) businesses say Customer Experience is not represented at board level, with lower-level management or multiple managers often assuming responsibility.The findings by global technology integrator and managed services provider for hybrid IT, Dimension...

AI: Helping the Retail Revolution Take Off

Consumers give brands less and less time to get it right when it comes to Customer Experience. A survey of 14,000 consumers around the globe published by consulting giant PwC last year found that almost a third (32 percent) would...

Why Identity Resolution is key to Enriching Customer Experience

There is no such thing as a typical consumer journey anymore; thanks to digital transformation, consumers have endless choice and the power to interact with brands whenever, wherever, and however they want. But where does this shift leave marketers? The explosion...

The Importance of Your Brand in the Customer Experience Equation

In their quest for the holy grail – being able to render tailored experiences to individual customers – brands seem to have made a strong shift in focus to short-term, ROI-driven communication. Smart move? Shareholders, lured by dividend payments, will...

Is First Contact Resolution Relevant in Today’s Contact Centre?

I recently chaired a panel of judges at the Gulf Customer Experience Awards for a number of contact centre entries.One of the judges on our panel asked several of the entrants: “So how do you measure your First Contact Resolution...

CX and Contact Centres: What’s Changing in 2019?

In 2018 it was predicted that voice would soon be dead and that the only sounds heard in contact centres would be keyboards – or chatbots controlling the Customer Experience (CX). However, this prediction missed one critical factor: the customer. With...

Six Ways to Engage With Worldwide Audiences in 2019

SDL, a global leader in content creation, translation, and delivery, has outlined six recommendations for companies looking to unlock the strategic power of an intelligent content supply chain in 2019, giving them the ability to engage with anyone, anywhere, in their...

Business Stream Doubles Market Share With new Acquisition

UK Customer Experience Award winner Business Stream has bought the customer base of competitors, doubling its market share and cementing its position as one of the top three retailers in the British water market. The acquisition will see Scotland’s largest non-domestic water supplier absorb...