Author: Sandra Radlovacki

Making Customers Feel Valued with Emotional Intelligence: An Interview with Sandra Thompson

It’s become a practice in CX to employ empathy to understand and connect with customers. While it is beneficial to put in the effort to satisfy your customers’ needs, what is more important is to have them coming back. Exceeding customer...

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You Are on Mute: The Perks and Downsides of Working From Home

A new study on productivity and employee well-being in a remote-first workplace find inadequate tools, lack of consensus on digital etiquette and guidance as major challenges in this type of working environment. The international study conducted by digital transformation leaders, Adaptavist,...

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2020 UK Customer Experience Awards: Finalists Revealed

The finalists of the 2020 UK Customer Experience Awards have been announced, with some of the UK’s best-known brands preparing to compete for glory, online this October. The Awards finals  – which this year is marking eleven years of celebrating the very...

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Genesys Announces Partnership with Adobe to Deliver Contextual CX

Genesys, the global leader in cloud customer experience and contact centre solutions announced partnering with Adobe to help organisations break down data siloes between marketing, commerce, sales and service departments. A new integration between Genesys Cloud and Adobe Experience Platform, organisations will...

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Winner Focus: 93digital

93digital, the London-based WordPress Agency, specialising in the design & development of WordPress websites celebrated their win at this year’s UK Digital Experience Awards, securing Gold in the category for Best Website. 93digital in partnership with Mitie swept the virtual floor...

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2020 International Customer Experience Awards: Entry Deadline Approaching

The entry deadline is fast approaching for the 2020 International Customer Experience Awards, the global celebration of customer experience taking place fully online on November 19, 2020. Potential entrants have until September 4 to submit their entries and have a chance...

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2020 International Customer Experience Awards: Entry Deadline Approaching

The entry deadline is fast approaching for the 2020 International Customer Experience Awards, the global celebration of customer experience taking place fully online on November 19, 2020. Potential entrants have until September 4 to submit their entries and have a chance to be crowned...

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Gulf Customer Experience Awards 2021: Entries now Open

The Gulf Customer Experience Awards will return to Dubai for 2021 in a new-look ceremony that will celebrate the very best CX strategies in the region. Hosted by Awards International, the 2021 finals event will take place in Dubai on February...

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How Fast is The Speed of Change: An Interview with Eliot Heilpern

CXM had the opportunity to talk with Eliot Heilpern, Director and Co-founder of The Payments Business, a member driven forum with the purpose of sharing the latest information about regulatory changes and innovations in the UK payments business. Eliot is...

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UK Complaint Handling Awards: 2021 Entries now Open!

Entries are now open for the 2021 UK Complaint Handling Awards, Britain’s biggest celebration of CX-inspired initiatives to resolve consumer problems. 2021 will be the fifth year of the UK Complaint Handling Awards, this time held fully online, from start to...

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Amazon To Open At Least 30 Checkout-Free Physical Shops In the UK

The online retail giant plans on launching at least 30 physical stores across the UK where customers won’t need to pay at checkout. In December 2016, it was announced that Amazon Go would soon be opening its first shops in Seattle, USA, allowing consumers to...

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The Very First ONLINE IBX Networking Meeting

Awards International, the host of more than 10 awards programmes in the UK, UAE, Netherlands and Germany, is organising the very first ONLINE International Business Excellence Networking Meeting on 10 August at 6 pm Dubai Time. IBX Networking Meeting will gather...

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The Era of Conscious Consumer: Shoppers Demand Brands Be More Environmentally Aware

Emerging from the coronavirus lockdown, brands and retailers are expected to shift towards sustainability as 37 percent of UK and Irish consumers became more conscious of their online shopping habits and the impact it has on the environment. The research conducted...

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Refinitiv Acquires Advisor Software Inc. To Expand its Digital Capabilities

Global provider of financial market data and infrastructure Refinitiv announced today the acquisition of assets from Advisor Software Inc. (ASI) to enhance its digital functionalities. Refinitiv’s Wealth Management will be improved with digital advice capabilities and digital portfolio analysis. ASI’s technology...

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Companies Still View Customer Service as an Expense, Report Finds

According to the 2020 State of Customer Service Annual Report by leading growth platform HubSpot, a third of customer service professionals believe that their organisation do not view customer experience as an opportunity for growth, which is an increase from...

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Huawei Announces Partnerships with Samsonite and Kircher

Huawei Consumer Business Group (BG) has announced new partnerships with global brands Samsonite and Karcher to expand the 1+8+N ecosystem with new additions every week. Huawei has a proven track record of collaboration with global brands, including partnerships with Leica and...

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The Secret Behind the Ideal Customer Journey

According to a study, it takes approximately 3.5 bad customer service experiences for UK consumers to stop using a product or a service. With people rapidly embracing digital in their personal and professional lives, customer expectations seem to be reaching...

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2020 UK Digital Experience Awards: Winners Celebrate Online

The winners of the 2020 UK Digital Experience Awards have celebrated success on Zoom, with financial markets data and insights provider Refinitiv making waves by being crowned as the day’s Overall Winner. Created to recognise and celebrate outstanding digital achievements, the...

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From One Digital Leader to Another: How are Leading Digital CX Organisations Responding to the Crisis

Is your organisation having trouble digitally navigating the crisis or you just need a bit of inspiration in reassembling your digital strategy? Digital experience has and will remain the main differentiator in today’s world. Countless organisations jumped head-first into digital environment...

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Winners Announced: UK Business Awards 2020

The 2020 UK Business Awards took place on Zoom last Thursday, celebrating the people, companies, and initiatives behind some of the best businesses in Britain. Hosted by Awards International – holders of an Independent Awards Standards Council Gold Trust Mark – the live...

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