Archives

October Dates for CX Masterclass in Sweden

The Customer Experience Professional Masterclass is coming to Sweden, where world-renowned CX consultant and author Ian Golding will impart his knowledge over two days in October. Taking place on October 22 – 23, the Masterclass is held in collaboration with the AROS Congress...

Seven Ways AI Transforms Your Contact Centre Team Into Superheroes

Far from replacing people, artificial intelligence (AI) has the power to enhance employee engagement and productivity and customer interactions in one go. New technology inevitably changes lives. However, rather than fear robots replacing front line customer service representatives, it’s time to...

Kantar Appoints new CX Commercial Director

Data insight leader Kantar has appointed a new Commercial Director to drive its CX strategy into 2020 and beyond. Chloe Woolger (pictured), the former Marketing Director of Watermelon Research, will be based at Kantar’s London HQ, reporting to Tim Pritchard, Managing Director...

Genesys Leads the way in Supporting Market Shift to the Cloud

Global leader in omnichannel CX and contact centre solutions Genesys has announced the creation of two business units, Genesys Cloud and Genesys Core. The firm, which is sponsoring the 2019 UK Customer Experience Awards, is enhancing support for its diverse, global customer base, which...

Betting Firms Gambling – and Losing – on Customer Loyalty

Gaming firms in the UK are facing a customer loyalty crisis, with 96 percent of punters saying they switch betting providers every year. Customer insight firm Feefo found that despite this challenge, 93 percent of customers claim they can be persuaded...

Freshworks Named in Forbes Cloud 100 List for Third Year in Row

Customer engagement software firm Freshworks Inc. has been named in the Forbes Cloud 100 list for the third year running. Compilers describe it as “the definitive list of the top 100 private cloud companies in the world”, and Freshworks has moved up the...

How a Messaging-First Approach can Revolutionise Customer Communications

For everything from ordering a pizza to getting an insurance quote, smartphones are increasingly at the centre of our lives. Many of us are now used to contacting brands through the same mobile channels we use to chat with friends...

CXM Book Shelf: The Apology Impulse by Cary Cooper & Sean O’Meara

Outrage culture has left businesses unable to sincerely say sorry. Instead they apologise routinely for trivial transgressions, issuing ‘fauxpologies’, ‘nonpologies’ and baffling their customers with incomprehensible jargon in a way that undermines their reputation, damages their credibility and impacts on...

Training to Win: Earning Awards Success Through Skills & Shared Knowledge

The 2019 UK Customer Experience Awards is just around the corner, and CXM is shining a spotlight on how fantastic training can help your strategies burst out of the boardroom and become worthy of awards recognition. Among this year’s finalists is...

Rebooting the High Street

The ‘high street’ we used to know simply doesn’t exist anymore. While independent retailers are struggling, household names are also feeling the pressure, shuttering at an unsettling rate. In fact, according to the British Retail Consortium, the number of empty...