Author: Paul Ainsworth

DEWA Boosts CX With Smart Response Service

Dubai Electricity and Water Authority (DEWA), has launched its new Smart Response Service for electricity and water technical notifications, in a boost to Customer Experience. The Smart Response Service features early self-diagnosis of technical interruption within homes, reducing the necessary...

Freshworks Teams With DWP to Help Jobseekers Find Work

Global innovator in customer engagement software Freshworks Inc has been chosen by the UK Government to run its Find a job service. The company has been chosen by the Department of Work and Pensions (DWP) and will provide the support and...

Customer Expectations Wake-up call for Social Housing Providers

Social housing providers need to learn from organisations like Amazon and Royal Mail if they are to meet the expectations of their customers, according to a new report. A poll of almost 6,000 social housing customers shows that more than four-in-five...

On yer Bike: The Digital Transformation Journey of an Iconic British Brand

The British love affair with bikes is receiving a boost from a growing number of eco-minded commuters keen to swap their car steering wheels for saddles, and a firm at the forefront of this pedal-powered revolution is Brompton Bicycle, famous...

Shift Staff Protection Proposals Welcomed

Government plans to compensate workers for cancelled shifts have been described as a “step in the right direction”. The Good Work Plan outlines proposals to compensate flexible staff when shifts are cancelled at short notice and to ensure they are provided with a reasonable...

Swimtime: Making a Splash at the UK Digital Experience Awards

At this month’s UK Digital Experience Awards, the day’s biggest success story involved an online platform behind a swimming revolution taking place across Britain. Swimtime is the largest independent swim school in the UK, and since its foundation in 1998 has...

CXM Book Shelf: Performing as You

A new book aims to give women the “space to practice being the best version of themselves” in the workplace. Author Diana Theodores, PhD is a Senior Consultant with Mobius Executive Leadership and an international performance coach specialising in presence, communication,...

UK Business Awards: 2019 Finalists Announced

The finalist line-up for the 2019 UK Business Awards has been unveiled, with a host of firms preparing to compete in  London for a title this November. Hosted by Awards International, which brings events including the UK Customer Experience Awards to...

Tech Investments Hampered by Poor Employee Experience

A failure by firms to consider Employee Experience is leading to staff not realising the value of workplace technology investments. That is the finding of the Digital Wellbeing survey, comissioned by Avanade, which revealed that rather than empowering employees, the proliferation...

Employees Optimistic About AI Impact on Jobs, Survey Finds

Employees in UK businesses are optimistic about the future impact of artificial intelligence (AI) on their jobs according to a nationwide study. The research was carried out by global leader in omnichannel CX and contact centre solutions Genesys, official sponsor of...