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The future of CX: a conversation with Ian Golding, Ian Stokol and Neil Skehel

During the online Gulf Customer Experience Awards held in Dubai earlier this year, Ian Golding shared precious insights into the subject of the CX future. His talk inspired a Q&A session between Ian Golding, Ian Stokol and Neil Skehel.During the conversation,...

Fostering employee learning and development in the post-pandemic world

Have you ever been on mandatory workplace training? The one that seemed pointless and too far away from your personal goals, but you still had to spend many hours attending it? You might have even felt too overwhelmed afterwards, finding...

Prioritizing employee experience for long-term success

Customer loyalty is an increasingly important commodity. KPMG has run a survey on the topic, interviewing consumers across 20 different states in the world. More than half of them say they would remain loyal to the favourite brand after a bad...

Calabrio guide: Building next-generation workforce management

As the next-generation workforce management (WFM) challenges continue to arise and evolve in this turbulent time, new solutions are required for better results and long-term value.Contact centre leaders are undergoing constant pressure to maintain service levels and drive efficiency while...

Three ways to prioritize consumer well-being

We can only imagine the massive pressure consumers felt during the past year. Our lives changed dramatically with enforced remote work, homeschooling, job losses, and the social (and psychological) impact of lockdown. Things were even worse for those on the...

Conga supports Zoopla’s digital transformation during COVID-19

Zoopla improves customer engagement and satisfaction during the UK’s first lockdown using Conga’s Commerical Operations Suite.We have seen a massive uprise in digital transformation during the COVID-19 outbreak in almost all industries. Some brands were better prepared than others, but...

Is there an NPS advantage we cannot deny?

If everyone used NPS in the way it was originally intended to, it could represent a decent tool, although still not my top pick. Unfortunately, we have seen many businesses measure NPS incorrectly, doing more harm than good to the...

BT partners with Cisco to deliver smooth hybrid working

With hybrid working being a new norm, enhancing voice and collaboration solutions for customers became a must for digital businesses. The CXM team reports on a new partnership between BT Wholesale and Cisco Webex, and their journey through the era...

Five customer engagement tips for using first-party cookies purposefully

Take control of your first-party cookies to empower human-centric communication and create successful campaigns in a privacy-first world.We’ve all been told the death of the third-party cookies will suddenly catch us off guard, and there’s no denying that marketers face...

MY Renault at the destination: driving to the CX innovation

In this article, we continue the story about MYRenault by highlighting the most important aspects of the app. In the first part of the narrative, Axis Partners gave you an outline of the phone app market and MYRenault evolution.However, we...