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One Size Does Not Fit All: Tips For Improving Digital Customer Experience

Author: Rebecca Brown Moving with the times, innovating or keeping up with the Joneses when it comes to customer experience is never easy. Sometimes it can feel like it’s made even harder by the array of options open to businesses. Being...

Use Personalisation To Drive Customer-Obsession And Loyalty

Brands have a personalisation problem. While marketers and CX pros alike share visions of delivering individualised and anticipatory experiences that earn loyalty, the execution usually undermines customer relationships. They can’t even get the basics right: only 7 percent of UK consumers...

New Gifting Trend: Self-Gifting Skyrockets Amidst COVID-19 Pandemic

According to the latest industry research from the Gift Card & Voucher Association (GCVA) in partnership with data specialist GlobalData, gift cards for self-use of the purchaser is now one of the main drivers of gift card purchasing, representing 22...

Improving Agent Experience Essential to Customer Satisfaction and Loyalty, New Study Finds

The findings of the latest research study by NICE inContact show the views of contact centre agents on their impact on customer experience, being effective brand ambassadors while inspiring brand loyalty and lifetime value. Contact centre agents have an important role...

Why Good CX Means Being Fast in the ‘Mobile-First’ World

The rise of mobile as a primary tool for shopping is an inexorable trend – indeed, it is projected that mCommerce will double from 2019–2023 (Eamarketer), ultimately accounting for three-quarters of total e-commerce. In this new ‘mobile-first’ world, speed is...

UK Business Awards 2020: Finalists Unveiled

The finalists for the 2020 UK Business Awards have been announced, with a shortlist of hopefuls representing the very best firms in the country this July. Hosted by Awards International, which brings events including the UK CX Awards to the capital...

Revealed: Backlog of Unused Annual Leave Could Cost Businesses up to £250,000

New research by InstantOffices reveals that UK businesses are likely to face a huge backlog of annual leave requests that could cost businesses more than £250,000, more than 8.5 million people ate currently furloughed at home. With restriction easing as we...

7 Actions To Emotionally Connect With Customers in Times of Crisis

The COVID-19 global humanitarian and economic crisis has forced individuals and companies to rapidly change how they live and work. Many elements of business and life are being challenged; in some cases, the next normal may look very different as new...

Traditional Customer Experience (CX) vs Meta Customer Experience (MCX): Are they the same?

The father of Management thinking, Peter Drucker said: “The purpose of business is to create and keep a customer”. No matter if you are in B2B, B2C or government organisation, the goal is to sustain and grow your business by...

South East Europe Customer Experience Awards 2020: Meet the Winners

The winners of the inaugural South East Europe Customer Experience Awards have celebrated their victory following the finals ceremony via Zoom videoconferencing platform.The first year of South East Europe Customer Experience Awards gathered contenders from across the region for the...