Author: CXM Editorial Team

Success Story for Chile Comms Giant Thanks to AI-Powered Orchestration by Genesys

Entel, one of the largest telecommunications companies in Chile, has implemented Genesys AI-powered orchestration capabilities to seamlessly connect and manage native and third-party artificial intelligence (AI), resulting in significant efficiency gains. Now, its customers smoothly transition between automated systems...

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AI Innovations Unveiled by Genesys at Xperience19

Genesys has introduced new orchestration capabilities powered by AI that connect native and third-party technologies to enable the most comprehensive customer journey management available today. Currently, businesses are adopting an increasing number of artificial intelligence (AI) point solutions to solve specific challenges....

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Employers at Risk of Alienating Millennials, Forum Warns

Employers are risking alienating millennials by treating them as if they are a different ‘culture’, a hospitality industry forum has heard. Hosted by industry thought-leader, EP Business in Hospitality, in partnership with online learning specialist Upskill People, the event in London...

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Where Bosses are Going Wrong (and how to get it Right)

Throughout our careers, we experience many different personality types that influence our behaviours and professional personas. These encounters can often shape who we become as leaders, but have you taken the time to reflect on your management approach and considered...

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Five Proven Pain-Free Ways to Motivate your Team

Working with people is great, but taking care of a whole team requires much more work than you can imagine. Thankfully, we live in a time when employers pay a lot of attention to making their employees happy, satisfied, more...

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Five Major Digital Trends of 2019

Each year, analysts predict trends that will determine the course of the advertising, media, and digital industry in the near future. Year after year, we see the same predictions about the importance of video content, new approaches to SEO optimisation,...

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How the UK can Take Customer Experience to the Next Level

Customer Experience is a global movement – across the world, an increasing number of companies are understanding the business case for focusing on the customer, and are seeking the right tools to achieve this goal. Some countries have, however, reached...

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Discover the Future of Marketing at Brand Marketing Summit Europe

The future of marketing is personal! As the expectations of your customer skyrocket, and the relationships they forge with their brands grow looser, it can be challenging to continually inspire loyalty while also driving growth. With so many companies now vying...

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The Changing Face of Online Customer Service Platforms

Customer service has always been a critical tenet of any business model, and the internet is beginning to take centre stage in terms of exposure alongside revenue generation. However, the entire concept of client relations is changing at what can...

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An Interview With Ian Golding: The Strategy of CX

Ian Golding is a world-renowned Customer Experience consultant, and author of the most influential CX book available today, Customer What?: An honest and practical guide to customer experience.  In this interview, Ian – who also leads the CX Professional Masterclass and...

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The International Customer Experience Awards

The International Customer Experience Awards is returning to Amsterdam in 2019 following an inaugural event that brought together some of the biggest names in global CX, and the very best customer-centric organisations from around the world. Entries for the event are...

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The Gulf Customer Experience Awards

The Gulf Customer Experience Awards, hosted by Awards International UAE, is the biggest celebration of CX in the Middle East and beyond, with the next awards finals taking place in Dubai next January. As Customer Experience continues to be the key...

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The UK Customer Experience Awards: A Decade of Excellence

Entries are now open for the UK Customer Experience Awards, which in 2019 is celebrating its tenth year of recognising and rewarding the very best customer-centric organisations in Britain. Click here for details on how to enter and take advantage of...

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Judging Your Firm’s Customer Experience Through Retail Audits

Do you want to grow your business? Well, if your answer is yes, then you need to understand a simple rule: most products are just commodities for users. If the product addresses the issue of the customers, then two different...

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Free Webinar: Brand Messaging With Burger King and Millennium Hotels

Nearly two-thirds of Millennial and Gen Z consumers express a preference for brands that have a point of view and stand for something. As customers demand a more personalised and meaningful relationship with the brands of their choice, it is...

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How Gaming can Enhance Customer Experience

For any product or service, a good Customer Experience is essential. We see this in video games, casino, and bingo games. They are designed to ensure that the player will have a great time, remember the game, and as a...

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Gift Cards: Can They Save Bricks & Mortar Stores?

The average UK consumer spends £41 more than the original value of their gift card, according to a new study. The UK Prepaid Consumer Insights Study released by First Data found that 34 percent of consumers visit a store they would not...

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Case study: Data-Driven Organisational Development Based on Employee Feedback

It’s no news that satisfied employees are one of the pillars of a successful company, but what makes an employee happy and motivated? How do we know which processes are working well and which ones are criticised? What are the...

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A Debt map of Britain

While Japan may have the world’s highest debt to GDP ratio of 223.8 percent, the UK has also seen this number rise exponentially in the last 25 years. Estimated at just 29% during the first quarter of 1993, this peaked...

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Millennials: Expectations and Conflict in the Workplace

Millennials have been dubbed the most ‘impatient generation’ in the workplace, with over 90 percent wanting ‘rapid career progression’. Almost 70 percent of employers believe that this level of ambition and desire is the leading cause of conflict between generations –...

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