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Capgemini to Steer EDF Energy CX Transformation

Capgemini, the digital transformation firm behind major wins at the UK Customer and Digital Experience Awards, has signed a contract with EDF Energy to revamp its CX offering. Through its cloud contact centre solutions brand, Odigo, Capgemini will offer a Contact-Center-as-a-Service (CCaaS) solution, as part...

Expectations Exceeded at the CX Professional Masterclass

Professionals from across the UK and further afield are continuing to develop their Customer Experience skills thanks to the guidance of renowned CX consultant and author Ian Golding at the CX Professional Masterclass. The most recent two-day course took place in...

Recognising Work Addiction and Regaining Balance

The growth of technology combined with the idea that we need to work harder to achieve more is a popular concept in the modern workplace. While there’s no denying the benefits and triumphs that come from committed bursts of hard...

How the UK can Take Customer Experience to the Next Level

Customer Experience is a global movement – across the world, an increasing number of companies are understanding the business case for focusing on the customer, and are seeking the right tools to achieve this goal. Some countries have, however, reached...

Customer Experience: It’s Personal!

Anyone who has booked a flight recently will have likely noticed the level of personalisation creeping into their travel experience. Even before you’ve settled on timing or your destination, airlines are tapping into your intent, with some shrewd speculative interventions....

Lack of UK Managerial Training Exposed in TUC Report

One-in-three workers feel uncomfortable approaching their managers about problems at work, according to new poll conducted by the TUC. The findings are published in a new report, Improving Line Management, which revealed that 32 percent of respondents have issues bringing matters...

CXM Book Club: Customer First by Naeem Arif

With Customer Experience firmly cemented in the consumer consciousness, and the key differentiator for brands in the modern retail landscape, a raft of new titles are hitting bookshelves in a bid help businesses craft their CX offering according to the...

How AI can Help, or Hinder, your Customer Experience

Ask the leadership of any reasonably-sized company what technology they’re looking to implement and they’ll almost invariably mention artificial intelligence (AI). In theory, that’s great, because AI has the potential to fundamentally change the way a businesses operates and creates...

Micro-Learning: The key to Employee Engagement?

We all understand the importance of employees having a growth mindset and engaging in lifelong learning. These are essential habits to foster at a cultural level to maximise Customer Experience. What’s interesting is that attitudes among employees, particularly for voluntary...

IG Group UK Purchased by Assist Digital

International CX management firm Assist Digital has acquired world-leading consultancy IG Group UK Ltd. In a move which positions the company favourably in the rapidly growing global Digital Transformation market, Assist Digital is looking to widen its skills base and strengthen its...