Author: Paul Ainsworth

Smartphone Shopping Skyrockets: Retailers Warned to Adapt or ‘Disappear’

Customers using smartphones to shop has skyrocketed by 141 percent in 12 months, according to new research. Insights tech firm Feefo has published results of a study that shows the use of laptops and desktop computers has plummeted at the same time...

October Dates for CX Masterclass in Sweden

The Customer Experience Professional Masterclass is coming to Sweden, where world-renowned CX consultant and author Ian Golding will impart his knowledge over two days in October. Taking place on October 22 – 23, the Masterclass is held in collaboration with the AROS Congress...

Kantar Appoints new CX Commercial Director

Data insight leader Kantar has appointed a new Commercial Director to drive its CX strategy into 2020 and beyond. Chloe Woolger (pictured), the former Marketing Director of Watermelon Research, will be based at Kantar’s London HQ, reporting to Tim Pritchard, Managing Director...

Genesys Leads the way in Supporting Market Shift to the Cloud

Global leader in omnichannel CX and contact centre solutions Genesys has announced the creation of two business units, Genesys Cloud and Genesys Core. The firm, which is sponsoring the 2019 UK Customer Experience Awards, is enhancing support for its diverse, global customer base, which...

Betting Firms Gambling – and Losing – on Customer Loyalty

Gaming firms in the UK are facing a customer loyalty crisis, with 96 percent of punters saying they switch betting providers every year. Customer insight firm Feefo found that despite this challenge, 93 percent of customers claim they can be persuaded...

Freshworks Named in Forbes Cloud 100 List for Third Year in Row

Customer engagement software firm Freshworks Inc. has been named in the Forbes Cloud 100 list for the third year running. Compilers describe it as “the definitive list of the top 100 private cloud companies in the world”, and Freshworks has moved up the...

CXM Book Shelf: The Apology Impulse by Cary Cooper & Sean O’Meara

Outrage culture has left businesses unable to sincerely say sorry. Instead they apologise routinely for trivial transgressions, issuing ‘fauxpologies’, ‘nonpologies’ and baffling their customers with incomprehensible jargon in a way that undermines their reputation, damages their credibility and impacts on...

Training to Win: Earning Awards Success Through Skills & Shared Knowledge

The 2019 UK Customer Experience Awards is just around the corner, and CXM is shining a spotlight on how fantastic training can help your strategies burst out of the boardroom and become worthy of awards recognition. Among this year’s finalists is...

Genesys’ G-Summit Underway in Amsterdam

The G-Summit Europe event, hosted by global Customer Experience and contact centre solutions firm Genesys, is underway in Amsterdam. The three-day conference brings together CX professionals from across Europe to share the latest in technology solutions and good practice, and features...

Gulf CX Award Winners Help Shape UAE Relationship With US Banks

Gulf Customer Experience Awards winners have taken part in a high-level conference to strengthen relations between UAE and US banks. The UAE Banks Federation (UBF), a body representing 52 member banks operating in the UAE, hosted a delegation in Abu Dhabi...