Author: Paul Ainsworth

DEWA Teams With Avaya for Digital Transformation Project

Dubai Electricity and Water Authority (DEWA) has teamed with Avaya to begin a digital transformation project at it’s contact center, led by Data Hub Integrated Solutions LLC (Moro). Moro is a wholly owned subsidiary of DEWA, and the new contact center...

CXM Book Shelf: Culture Fix

A positive company culture is more important for businesses now that at any stage in their history, with a recent poll suggesting 92 percent of senior executives cite cultural change as a critical driver to increase their firm’s values, but only...

CX Stars Swarm Red Carpet at UK Customer Experience Awards

It was a night of glitz and glamour as the evening gala ceremony at the 2019 UK Customer Experience Awards brought Britain’s brightest CX stars onto the red carpet…   Teleperformance UK: Left to right – Dave Green, Client Service Director; Helen...

2019 UK Customer Experience Awards: Winners Take Wembley by Storm

London’s home of champions Wembley Stadium lit up with the stars of CX as the 2019 UK Customer Experience Awards took place at the iconic venue. Hundreds of guests arrived at the event as finalists presented details of the country’s most...

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...

Resolver to Partner 2020 UK Complaint Handling Awards

Online complaints resolution specialists Resolver has been revealed as a sponsor for the 2020 UK Complaint Handling Awards. The free independent service is the go-to for customers to connect with businesses around the world and successfully resolve issues. The firm joins...

2019 Customer Experience Awards: The Final Countdown

The 2019 UK Customer Experience Awards is almost here, and finalists from among Britain’s most customer-centric organisations are preparing to put their best foot forward at London’s Wembley Stadium. Marking a decade of celebrating the very best Customer Experience initiatives, this...

Celebrating CX Day!

It’s CX Day, and CXM would like to wish all its readers the very best as we celebrate the hard work and professionalism of those who make memorable Customer Experiences happen. Celebrated globally on October 1, the day is championed by...

Study Shows the Power of ‘Thanks’ for Employees

New research reveals that business leaders who thank their staff experience reduced staff turnover, improved staff retention, and more successful talent acquisition. A study of 1,253 workers, carried out by workplace and incentives provider, One4all Rewards, and published in The Magic Word for...

Insurance Firms Failing to Ensure Digital Experience Satisfaction

Insurers are the least trusted companies in the UK and are unable to answer over half of routine customer questions successfully, according to new research. Digital Experience firm Eptica has released its 2019 Eptica Insurance Digital CX Study, which found that the...