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The Japanese art of Kintsugi: A Golden Guide for Complaint Handling

金継ぎ This might sound like a strange question in the context of financial services, but have you ever heard of Kintsugi? No matter if not because I’m about to explain exactly what it is – and why it matters to your...

As AR and VR Turn CX on its Head, Let’s not Forget Chatbots

The current conditions for UK high street retailers are far from favourable. Not only are they battling market pressure and challenges from ecommerce competitors, but also increasing rents and tough trading conditions. To ensure survival, retailers today must keep their finger on...

Tips on Rediscovering the Power of Voice in Communication

Today we are swamped with a plethora of digital tools to communicate with one another, from Whatsapp, texting, Facebook, Instagram, to email, and much more.  We are led to believe that these technologies make communications easier but at the same...

Retail and Finance Leading Overall UK CX Improvements

British brands are slowly but steadily improving their Customer Experience, with retail and financial services continuing to lead the way, according to KPMG Nunwood.  Their new report, Power to the People, stresses the vital role employee engagement plays in improving Customer Experience, with...

Could DTC Subscription Brands Clean up in Household Product Sales?

A majority of UK customers would switch to a direct to consumer (DTC) subscription service for everyday high street purchases, according to a new survey. Research by Rakuten Marketing reveals 69 percent of British consumers would choose a subscription delivery service for goods...

Online Customers Torn Between Security and Convenience Ahead of SCA

UK customers are torn between valuing convenience and security when making purchases online – but they value speed and ease of payment more than their European counterparts. That is the findings of a new survey of 4,000 online shoppers by payments...

Inspiration & Ambition: Capita’s Winning Team on Awards Achievements

The UK Complaint Handling Awards has established itself as Britain’s premier showcase for customer service talent, and this year saw one of the event’s most sought-after Gold gongs go to one of the world’s most recognisable names in outsourcing and...

Emotion, Empathy and Personalisation: How can AI Ever Replace Humans?

There is ever increasing interest in the role emotions play when managing Customer Experience in the contact centre. At the same time, there is a drive to introduce technology such as chatbots to make customer service teams more efficient; removing...

Encouraging Your Customers to Disclose Vulnerability

Every customer deserves to be treated fairly and with respect. It sounds simple enough, yet many company policies, procedures, and attitudes create unnecessary barriers – especially when it comes to vulnerable customers. From plastic surgeons to bankers, there is a growing...

Ethics & Evolution: Discussing the Future of AI With Genesys PureCloud’s Olivier Jouve

The recent Genesys Xperience19 conference in Denver, Colorado, saw some of the most exciting developments in Customer Experience technology showcased to an eager global audience, and in case anyone was under any illusion about the future of CX – it...