Category: Customer Experience

‘So, how did YOU get into the Contact Centre Industry?’

Daniel Ord is the Founder of OmniTouch International, and one of the global Contact Centre industry’s most influential figures.  With over 30 years of experience under his belt, Daniel is bringing his expertise to a wider audience with a new Masterclass...

10 Habits of Customer-Centric Organisations

As businesses strive to become customer-centric, Gartner has identified 10 common habits of organisations exercising customer centricity. Gartner predicts that, by 2020, poor customer experiences will destroy 30 percent of digital business projects. Will yours be one of them? What does...

Arabic Translation for Ian Golding’s Hugely Successful CX Book

The debut book from international CX consultant and CX Masterclass host Ian Golding, which is revolutionising Customer Experience best practise across the globe, will soon be available in Arabic. Customer What? The honest and practical guide to customer experience was released...

Avaya Opens Cutting-Edge Customer Experience Center in Dubai

Avaya has opened a new Customer Experience Center in Dubai’s One Central district that it says will shape the “CX of tomorrow”. Showcasing the latest advancements in artificial intelligence (AI), biometrics, and blockchain-enabled communications and collaboration solutions, the center will...

How a Focus on Customer Experience Achieves Long-Term Growth

There are only three ways to make money: sell more products, increase your prices, or cut costs.  The easiest action may seem to be to increase prices, but if you don’t deliver additional value for the higher prices then it won’t...

EE Offers Customers Prime Entertainment Deal

UK Customer Experience Awards winner EE has announced a new bonus for customers who love movies and TV. The mobile provider, which won Best Contact Centre Large at the UK CX Awards in London’s Wembley Stadium last October, has announced that millions of...

Hacked off: British Customers Failing to Return Following Data Breaches

Forty-one percent of British customers will never return to a brand after it’s been suffered a hack, according to new research. The findings have been published in the Ponemon Institute’s 2017 Cost of Data Breach Study, which shows that UK consumers are...

A Strategic Approach to Better Customer Experience

To create the best possible Customer Experience, organisations must think strategically about implementing the tools that will support their omnichannel strategy. As adoption of live chat increases, simply implementing the technology won’t be enough to set a business apart in...

Customer Insights: Ripe for a Boost

You think you own your business, but you don’t…customers do. Their perception determines what you can do, the competitors you can outperform, the trust you can command, and the new business opportunities you can capture. So, to maximise the value...

Ask Ian: Are Customer Loyalty Schemes Worthwhile?

Customer Experience specialist Ian Golding, author of Customer What: The Honest and Practical Guide to Customer Experience, writes for Customer Experience Magazine offering expert insight to help businesses improve their CX offering.  To ask Ian a question on how to boost the...