Archives

Forbes Business Council Honour for CX Consultant Naeem Arif

Midlands-based CX consultant and author Naeem Arif has been accepted into the Forbes Business Council, a growth and networking organisation for successful business owners and leaders worldwide. The founder of NA Consulting and Director of United Carpets, Naeem was vetted and selected by...

Refresh Your Skills at Freshworks Online Summit

CRM software specialists Freshworks is bringing together a community of experts in Customer Experience and IT solutions for an incredible one-day online summit. The Refresh Connect summit is set to take place on March 12 and will feature speakers from across...

On the Right Track: Six Common Failures to Avoid in Customer Journey Mapping

Not too long ago the customer journey was fairly simple to track and evaluate. There were a limited number of channels for customers to browse or make purchases via. Nowadays, the utilisation of smart tools that make the customer’s journey easier,...

ContactEngine Named in Financial Times 1000 Ranking

UK Customer Experience Award winner ContactEngine has been named as one of Europe’s fastest-growing companies in The Financial Times 1000 ranking.   The rating is the result of a joint project by the Financial Times and Statista, which – now in its fourth...

Adobe Report Links CX Focus to Higher Business Growth

Focusing on Customer Experience directly leads to higher business growth, reveals Adobe’s 2020 Digital Trends.  According to the study, UK brands leading in CX were three times more likely to exceed their 2019 business goals. It was also found that those leading in CX...

You are Where you Live: How Listening to Localised Digital Signals can Transform CX

The start of 2020 brought yet more stories of doom and gloom on the high street. While it’s relatively easy to identify the problems, the solutions are far less clear. Search for “high street decline” on Google News and you’ll...

Why a Connected CX Must Embed Itself Into Brand Marketing in 2020

The relationships between brands and consumers have changed. The way we consume products, services, and even marketing messages is not the same as before. The proliferation of smartphones and tablets, along with the rise in value of the subscription economy,...

Building CX Muscle in Brussels: How a new Network is Boosting Customer Centricity in Belgium and Beyond

Customer Experience in the heart of Europe is advancing in leaps and bounds thanks to the passion of a growing network based in Belgium. CX Brussels was founded by Jonathan Daniels and Hannah Centeno, with the ambition of building a strong CX professional...

AI Could be Failing Your Company’s CX Strategy

Though 80 percent of senior decision makers in the UK rate their customer service as ‘excellent’, their customers aren’t feeling quite the same. Our Freeshworks report The Good, The Bot and The Customer Experience found there is a significant disconnect between what customers...

What Yoda can Teach About Hyper Personalised Experiences

If Yoda were to discuss hyper-personalisation in 2020, he might say: “Trust leads to data, data leads to knowledge, knowledge leads to wisdom, wisdom leads to hyper-personalised experiences, hyper-personalised experiences lead to loyalty and finally – loyalty equals survival.” But while...