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Social Media: Brands Must not Underestimate Customer Connection

High street cosmetics mainstay Lush recently raised eyebrows by announcing it was quitting its social media channels in the UK. According to the firm, 16 percent of its social media mentions were negative, a number sure to increase now that the company...

Firstsource to Create 450 Jobs in Belfast

UK Complaint Handling Awards winner Firstsource is creating up to 450 new jobs at a new £1 million base in Northern Ireland. The call centre firm – which was named Overall Winner at the UKCHAs in March after winning Gold in...

Driving Retail Growth Through Luxury Shopping Experiences

In today’s challenging retail landscape, success will be determined by how well brands target – and serve – consumers. The luxury sector is no different, and previously it’s suffered from a case of mistaken identity. Their shoppers were often thought to...

Brits Working Longest Hours in the EU

British workers are putting in the longest hours in the European Union, according to a new study.  Analysis by the TUC reveals that full-time UK employees worked an average of 42 hours a week in 2018. This was almost two hours...

Automation and Orchestration: The Keys to Securing a Digital Organisation

With the benefits of cloud platforms and mobility becoming increasingly obvious in the Gulf region, organizations have now started migration to digital platforms. Most regional businesses today are using cloud and mobility solutions in some manner, often with highly varying...

Better Complaint Management Through Customer Journey Mapping

Nobody wants to receive a complaint about their product or service, but the reality is that we can’t please all of our customers all of the time.   The time when customer complaints were hidden is now thankfully long gone. Appearing as...

Taking a More Human Approach to Artificial Intelligence

Artificial Intelligence (AI) is all about machines, obviously. Except it’s not!In truth, discussions surrounding AI may often centre around how competent, intuitive, and contextually aware the machine brains we are building have become, but really, AI is all about us...

CXM Book Club: Customers the Day After Tomorrow

We have now entered the third phase of digital evolution, and it is changing the behaviour and expectations of customers, fast. Thefirst phase was all about the internet, and making information accessible. The second phase was all about mobile and...

UK Customers Wary of AI Future

Large majorities of British consumers prefer dealing with humans over automated services for everything from querying a bill (85 percent) and changing account details (62 percent), to making a complaint (84 percent), buying a product or service for the first...

Experts Reveal What Customers REALLY Want

You might think that your product or service is great, but the truth is, it doesn’t matter if it isn’t what your customer wants. But how can you go beyond your own gut instinct to be sure you’re really meeting...