Archives

A KPI That’s Worth the Effort

Metrics such as the number of completed jobs in a day or decreasing wrench time have always been a staple for measuring field service technician performance. However, these figures don’t provide an understanding of how your customers feel about the...

Embracing Mobile-First Retail

According to Forrester, over the next five years western European online retail sales will grow at over three times the rate of total retail sales. What’s driving this growth? It comes as no surprise that consumers’ adoption of digital devices,...

Warning Against ‘Catfishing’ Customers

Communicating with a customer directly after a sale could be the key to ensuring repeat purchases, a new study has indicated, while unexpected third party communications leave customers feeling ‘catfished’. Independent research from Narvar shows that 60 percent of consumers are more likely...

A Customer Experience Journey Through Time

If you’re reading Customer Experience Magazine, then you’ll be aware that CX is a much talked-about business concept. According to Forrester, it can be defined as “how customers perceive their interactions with your company”. This is a concept with a very long history...

‘So, how did YOU get into the Contact Centre Industry?’

Daniel Ord is the Founder of OmniTouch International, and one of the global Contact Centre industry’s most influential figures.  With over 30 years of experience under his belt, Daniel is bringing his expertise to a wider audience with a new Masterclass...

10 Habits of Customer-Centric Organisations

As businesses strive to become customer-centric, Gartner has identified 10 common habits of organisations exercising customer centricity. Gartner predicts that, by 2020, poor customer experiences will destroy 30 percent of digital business projects. Will yours be one of them? What does...

One-in-Five Brands ‘Will Never Understand Their Customers’

A new report has found that 20 percent of marketing and CX professionals feel they will “never truly understand” their customers’ buying decisions. The study from analytics firm Clicktale, titled Defining Digital Experience, states that part of the reason for this...

Arabic Translation for Ian Golding’s Hugely Successful CX Book

The debut book from international CX consultant and CX Masterclass host Ian Golding, which is revolutionising Customer Experience best practise across the globe, will soon be available in Arabic.Customer What? The honest and practical guide to customer experience was released...

Four Ways to Improve Company Culture and Create a Healthy Working Environment

Happy employees who are engaged with their work try harder, so, how can we make work their happy place? Think of it like gardening. Plants want water, fertiliser, and light, and it doesn’t hurt to play the equivalent of a...

Avaya Opens Cutting-Edge Customer Experience Center in Dubai

Avaya has opened a new Customer Experience Center in Dubai’s One Central district that it says will shape the “CX of tomorrow”.Showcasing the latest advancements in artificial intelligence (AI), biometrics, and blockchain-enabled communications and collaboration solutions, the center will...