Search Results for: contact centre management

Genesys Aquires nGUVU to Boost Employee Experience Capabilities

Leader in contact centre solutions and cloud CX Genesys and their long-established partner nGUVU have joined forced in strengthening and bettering Genesys’ workforce by implementing gamified solutions such as machine learning and behavioural analytics. Applying gamification to Genesys’ workforce engagement managemenet...

Six CX Trends to Spot in 2020

From sustainability and demand for fast, free delivery, to data analytics and artificial intelligence, Customer Experience is shaped by many internal and external forces. We are in an age of vast online choice, rapid price comparisons and supply chain optimisation...

Genesys and Microsoft Expand Partnership for ‘Superior’ new Cloud Service

CX and contact centre software firm Genesys has expanded its partnership with Microsoft for a brand new cloud service promising “superior interactions” for customers. Genesys Engage on Microsoft Azure will be available later this year and will enable firms to achieve...

Nine Industry Leaders on Getting to Know Your Customers

Ever since the introduction of the internet, and online shopping in particular, the relationship between customer and vendor has had the potential to become impersonal, distant, and in some cases strained. As consumers find themselves bombarded with marketing emails as...

Top 10 CX Stars Profiled: Naeem Arif & Andrew McGuigan

Customer Experience Magazine is profiling the top 10 Professionals and Influencers from our Top 50 CX Stars list. Here we look at Number 4 in each category. Andrew McGuigan of Microsoft is today’s featured Professional, and our Influencer is Naeem Arif, founder of NA Consulting. We...

Top 10 CX Stars Profiled: Dr Nicola Millard & Christina Liciaga

Customer Experience Magazine is profiling the top 10 Professionals and Influencers from our Top 50 CX Stars list. Here we look at Number 6 in each category. Christina Liciaga of HSBC, is today’s featured Professional, and our Influencer is Nicola Millard. We welcome feedback...

CXM’s Top 50 CX Stars

We are in the midst of an age in which instant information is creating ever more savvy consumers. As we enter a new decade, customers are ever more influenced by their experiences of a brand when considering a purchase. The...

‘Where’s my Order?: Three Tips for Boosting Delivery Experience

There’s nothing worse. You book an entire day off work to receive a delivery. You spend the whole time waiting for the doorbell to ring because you don’t know what time the delivery will arrive. You nip out to the back...

The Slow Death of UK Retail Banks

In my recent discussions with UK banking execs, I’ve detected a fresh urgency when they talk of the need for change. Banks have been speaking about greater customer centricity in their annual reports for years, but it’s really only in...

Productivity Suffers as Employees Struggle to get Internal Info

UK employees are wasting two hours each week trying to track down the right information internally, which is in turn impacting the quality of customer service they deliver. That is the findings from new research by 8×8, which quizzed 2,000 employees in...