Author: Sandra Radlovacki

Awards International and CXPA are Partnering in Advancing CX

Customer Experience Professional Association (CXPA) and Awards International are pleased to announce they have become Global Partners in Advancing CX. By supporting both companies’ values and services they will work together on various campaigns that will deliver insights and knowledge...

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CCXP Exam Now Available Online

To comply with the health and safety regulations, Customer Experience Professional Association (CXPA) has made it possible to take the CCXP Exam remotely, starting July 2020. Those who wish to become a Certified Customer Experience Professional will now have the opportunity...

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International Business Excellence Awards are Going Online

Due to the public health situation, this year’s International Business Excellence Awards will be taking place Live Online from start to finish, on 30TH November via latest videoconferencing software. IBX Awards hosted by Awards International recognise long-term sustainable profitability. This is...

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Work Best Friend Makes the Job Easier, Research Says

According to research collected by Instant Offices, having friends in the workplace can positively affect mood and workflow. Sixty-six percent of British workers say having a friend increases job satisfaction, while over half of UK employees think that having a ‘work...

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Stripe Preferred Payment Processor on Over Half of eCommerce Websites Globally

Over 50 percent of global ecommerce purchases are carried out through Stripe, according to data obtained by Buyshares.co.uk. PayPal comes second, accounting for almost 20 percent of all online payments, followed by Google Pay’s 16 percent. Amazon payments account for 4...

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CX-centric DNA: An Interview with Renata Liuzzi

Renata Liuzzi is a Customer Experience strategist with over 15 years of experience in the field and has worked in major UAE companies as Director of CX. She has also judged a number of times at the various Awards hosted...

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Technology Rules Kantar’s 2020 BrandZ Top 100 Most Valuable Global Brands

Recently launched BrandZ Top 100 Most Valuable Global Brands report shows the technology sector dominating the chart, representing over 30 percent of brand value. Apple maintained its position as the second most valuable global brand (+14 percent, $352.2bn), followed by...

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Online is the New Normal: Learn how to Thrive in Digital World

The current situation made it inevitable for many organisations to shift their work to home in order to stay operating. From universities transferring to online learning, to restaurants having to offer only online order and delivery, the digital environment has...

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Gift Cards Overtake Physical Gifts amid UK Lockdown

Gift cards have taken over physical gifts, making up 14 percent of lockdown gifting compared to 12 percent of physical gifts. According to the latest research from The Gift Card &Voucher Association (GCVA) in partnership with Globaldata, among 2,000 UK shoppers,...

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Over Half of UK Customers Dissatisfied with Online Banking Services Since the Lockdown

A new study surveying 2,000 consumers and 500 banks reveals 58 percent of customers were unable to access needed online banking services since lockdown. Many customers felt disappointed by the lack of services from their banks’ and the most common complaint...

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Customer Care Centre: The Success Hub of Your Organisation

Customer experience is known as the pillar of a company’s success. To ensure that the experience is at the top level each time, customer care centres are prepared for the usual surges in demand. Customer Care Managers are the ones who...

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Human Touch at the Core of CX: An Interview with Faran Niaz

Faran Niaz is an accomplished Customer Experience, Digital Transformation & Change Management Expert with over 25 years of extensive global experience in establishing and running CX Digital and Social media channels, Complaint Resolution units and end-to-end Quality setups. He is...

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Capita Wins Partnership For Transformation and Operation of Customer Contact Centre Services

UK Complaint Handling Awards winner Capita has signed a contract with Irish Water following a win on a public competitive tender process for the transformation and operation of Irish Water’s customer contact centre services. The contract is worth €10m a year...

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UK Digital Experience Awards 2020: Meet the Finalists

The finalists for the 2020 UK Digital Experience Awards have been announced, and the line-up promises an exciting day of insightful presentations and tough decisions for judges. The event is celebrating its sixth year of honouring the British organisations that offer customers...

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Ageas UK Appoints new Customer Operations Director

Insurance firm Ageas UK has appointed new Customer Operations Director to take over responsibility for front lines and service operations alongside the business-wide customer service strategy. Former Chief Customer Officer, Ant Middle, now CEO of Ageas UK has created two new...

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Building CX Knowledge in Arabic: An Interview with Olga Budieri

Olga Budieri is Global Head of Customer Experience at Dubai-based international express, mail delivery and logistics services company Aramex. As a globally certified professional with more than 10 years in the logistics and transportation industry, Olga has recently started her...

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All Ears: Sense and Listen Before You Get Back To Business

The unprecedented COVID-19 crisis has shaken the world to the core. Many organisations managed to carry through by shifting online while many others had to stop with their business entirely. Regardless of the position companies found themselves in due to the current...

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Genesys Survey Reveals: More than Half of UK Contact Centres Were Not Fully Prepared for Remote Work Under the Lockdown

The findings of the survey show that 71 percent of UK contact centres were not fully ready for remote working under the lockdown restrictions. The recent nationwide survey conducted by the global leader in cloud customer experience and contact centre solutions...

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Emirates Airline to Cut Workforce

Emirates airline had announced last week plans to let go some of the employees to preserve cash due to the consequences of the COVID-19. Dubai’s flagship airline stated: “We have been doing everything possible to retain the talented people that make...

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Video Conferencing and Remote Working Could Help Decrease Workplace Anxiety, Study Shows

A nationwide study commissioned by tech PR agency Eskenzi PR and carried out by OnePoll, shows that 6 in 10 working individuals of the UK feel less stressed while working from home thanks to using video conferencing tools. The study was...

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