Author: Paul Ainsworth

Viva la Revolución: Is it Time to Free Your Employees From Software Dictatorship?

A new report from customer engagement software firm Freshworks Inc has cast light on a staggering number of hours wasted annually by sales and service agents who struggle to navigate software they are forced to use, despite having no say...

CX Soaring at Dubai International Airport With new Cloud Platform

Dubai International Airport is aiming to boost Customer and Employee Experience through the implementation of a new bespoke cloud-based platform. Dubai Airports, which operates Dubai International Airport, has launched a high-tech system that monitors airport operations in real-time and visualises traffic...

Are Employers Failing When it Comes to Discussing the Ethical use of AI?

Global companies are expecting to apply artificial intelligence (AI) within their organisations in the next few years, but are lagging behind when it comes to discussing the ethics of the technology, it has been revealed. New research from CX and contact...

Digital Experience Disconnect as IT Teams Struggle With Marketing Buzzwords

Over three-quarters of IT teams don’t understand the buzzwords that marketers use, causing concerns over how firms handle their Digital Experience (DX). A new report from content management system (CMS) provider Magnolia, Straight talking content management, incorporates a survey of over 200 IT...

Worksmart to Sponsor 2020 UK Complaint Handling Awards

Financial services compliance solutions firm Worksmart has joined the 2020 UK Complaint Handling Awards as a sponsor for the event, which will take place in London next year. The firm, which has been supporting Britain’s leading financial service businesses through the...

Hotel Group Launches Employee Engagement Tracking System in Wake of Kitchen Incident

Luxury hotel group Calcot Collection has enlisted a guest experience management firm to help monitor staff happiness through the company’s employee survey function, in order to motivate and retain its team. The move follows the sacking of a senior chef and...

Employees Attracted to Temp Posts for Lifestyle Perks

Forty percent of UK employees would consider working in a temporary, interim, or contract position, according to a new poll, in order to enjoy benefits including a better lifestyle. Research undertaken by staffing business Walters People found that for those who would take...

Can you dig it?: Northern Gas Networks Earns Trenchless Tech Award Nomination

UK and International Customer Experience Awards finalist Northern Gas Networks has been recognised for its innovative work to improve the impact of traffic management on customers when improvements to its network are taking place. The North of England’s gas distributor has already...

Councils Failing in Customer Service, Ratepayers Say

Local authorities in the UK are failing to provide an acceptable level of customer service, according to a new poll. Over a third (37 percent) of UK citizens have been denied critical information from their local councils because they couldn’t reach...

Fantastic Year so far for Freshworks

Global customer engagement software firm Freshworks has announced a 61 percent year-over-year billings growth in the second quarter of 2019, driven by considerable momentum in multiple areas. In addition to the Q2 growth, Freshworks broadened its corporate footprint in Europe by opening...