Author: Paul Ainsworth

Warning Against ‘Catfishing’ Customers

Communicating with a customer directly after a sale could be the key to ensuring repeat purchases, a new study has indicated, while unexpected third party communications leave customers feeling ‘catfished’. Independent research from Narvar shows that 60 percent of consumers are more likely...

One-in-Five Brands ‘Will Never Understand Their Customers’

A new report has found that 20 percent of marketing and CX professionals feel they will “never truly understand” their customers’ buying decisions. The study from analytics firm Clicktale, titled Defining Digital Experience, states that part of the reason for this...

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...

RNIB Launch Resources for Employers of Blind and Partially Sighted Staff

UK Employers are being aided in supporting blind and partially sighted staff through a new suite of resources from the Royal National Institute of Blind People (RNIB). The initiative is part of the Department for Work and Pension’s Disability Confident scheme, a...

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...

Employers ‘Failing to Meet Demands’ of Almost a Third of UK Workers

Almost a third (31 percent) of UK professionals believe their expectations are “not being met at all” by their current employer, a new study has found. Research undertaken by recruiter Robert Walters and job board CV-Library has been compiled in a...

Play for Pay: Gamification Boosts Productivity, Study Shows

Gamified rewards and bonuses not only introduce an element of fun in to the workplace, but also increase employee performance, according to new research which also found that 52 percent of bosses are losing out on increased productivity by not...

2019 UK Complaint Handling Awards: Winners Celebrate Victory in London

The 2019 UK Complaint Handling Awards have taken place in London, celebrating the people and  initiatives behind some of the best customer service operations in Britain. Hosted by Awards International – holders of an Independent Awards Standards Council Gold Trust Mark – the...