Author: CXM Editorial

14 tips for 2014 to make web chat work

2014 will be the year that we see web chat really starting to take hold in the contact centre – and not just for the younger generation. Here, Richard McCrossan, Strategic Business Director for Digital Channels at Genesys, gives 14...

How to Minimize Shopping Cart Abandonment

Effective customer service solutions can mean the difference between profit and loss! Shopping cart abandonment is a direct result of customer experience and can be minimized by employing effective customer service solutions and knowledge based systems. nanoRep is leading the way...

From Revolution to Evolution – The Digital Customer Experience Becomes Part of Our Every-Day Lives

Christmas 2013 has been widely recognised as the tipping point for online shopping in the UK: the moment that history will look back on, when UK consumer habits changed forever from traditional to digital shopping. Of course it is not quite...

Top Marks For Customer Experience

Winners of the UK Customer Experience Awards 2013 were announced during a gala luncheon in London yesterday. Now in their fourth year, the UK Customer Experience Awards celebrate and promote excellence in customer experience across a broad spectrum of industries. Top...

Lifetime Achievement Award for Malcolm

Emeritus Professor Malcolm McDonald, an internationally renowned marketing specialist, was presented with the Lifetime Achievement Award today at the UK Customer Experience Awards 2013. Malcolm has written more than 40 books and is a graduate in English Language and Literature from...

Twittering success for Nando’s

Nando’s customers have tweeted the restaurant chain to the top of the leaderboard in the second UK Customer Experience Index (UKCEI). And unhappy customers have left the NHS licking its wounds at the bottom of the board. More than 300,000 tweets sent...

New Sponsor For Customer Experience Awards 2013

UK Customer Experience Awards 2013 are delighted to welcome Global Reviews as a new sponsor. Global Reviews, an international business that scientifically measures, benchmarks and evaluates the effectiveness of online customer experience, will sponsor the Digital Category of the annual awards,...

Ben & Jerry’s are the cream of the brands

Our sizzling summer has put ice cream giant Ben & Jerry’s at the top of the brand popularity chart, according to the latest statistics from the UK Customer Experience Index (UKCEI). And supermarket Sainsbury’s is struggling at the bottom with a...

Overcoming Four Key Barriers: Go from Zero to Hero in Your Customer’s Eyes

Starting a business is by no means a small feat. Making sure it is successful is even harder. You rely on your team to be the face of the company, but with all the things needed to be done in...

The 4 contact centre ‘killer’ channels for 2014

As multichannel comes of age in 2014, Richard McCrossan, Strategic Business Director at Genesys, shares his list of the top emerging trends for 2014 in the contact centre. According to a recent Ovum international study of 8,000 consumers, the majority of...