Archives

Six CX Trends to Spot in 2020

From sustainability and demand for fast, free delivery, to data analytics and artificial intelligence, Customer Experience is shaped by many internal and external forces. We are in an age of vast online choice, rapid price comparisons and supply chain optimisation...

Genesys and Microsoft Expand Partnership for ‘Superior’ new Cloud Service

CX and contact centre software firm Genesys has expanded its partnership with Microsoft for a brand new cloud service promising “superior interactions” for customers. Genesys Engage on Microsoft Azure will be available later this year and will enable firms to achieve...

Unlock Your CX Potential at Upcoming Conference

An upcoming event will help businesses and CX professionals “unlock” their Customer Experience potential with guidance from expert speakers and relevant case studies. Hosted by the Midlands Retail Forum, the Unlock Your #CX Potential gathering will bring together a host of...

Putting People First: An Interview With Robert Pender

Originally from the UK but based in Montenegro, Robert Pender is helping to shape a new dawn for Employee and Customer Experience in South East Europe, as a customer and employee-centric culture takes off in the region. A CCXP with over...

Goumbook Joins 2020 Gulf Sustainability & CSR Awards

Leading UAE social enterprise Goumbook has been revealed as a new partner for the 2020 Gulf Sustainability and CSR Awards.The organisation unites environmental experts, businesses, and consumers in order to create a new global community focused on sustainability and environmental...

What Next for Retail After Worst Year for Quarter of a Century? Four Experts Discuss

The first annual sales drop since 1995 is a blow to British retail, but it’s only the latest in a series of setbacks. In the past 10 years, high street institutions such as BHS, and Barratts and Maplin have toppled...

Break Free From the Personalisation Paradox

Anybody who has spent any significant time on the internet will be familiar with the following scenario… You’ve searched for a product, let’s say running shoes. Maybe you decided to make a purchase, or perhaps you were just looking for information....

Digital Employee Gets Lifelike new Avatar

US tech firm IPsoft has unveiled what it claims is the most “advanced digital employee on the market” in the form of an updated avatar that replicates human conversational behavior. The firm’s Amelia digital employee system is already one of the...

Creating Sensorial Experiences to Connect With Customers Emotionally

Ever-faster change, greater customer choice, and channel proliferation are realities every business faces today. In this still-challenging time, developing an exceptional brand that will differ from the competition is more crucial than ever; businesses need to focus their attention across...

Don’t Neglect Employee Wellbeing After ‘Blue Monday’

Employers have been warned not to forget about employee wellbeing after ‘Blue Monday’, with today cited as an opportunity to begin engagement with staff about issues including mental health. The third Monday of every January, ‘Blue Monday’ was coined by psychologist...