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Banking on Better CX: Interview with Scott Fleming

Leading Customer Experience Consultant Christopher Brooks discusses CX matters with Scott Fleming, the Chief Customer and Commercial Officer with the Bank of Cyprus UK…   Scott, thanks very much for agreeing to meet up and share with readers the value and role...

Live-Streaming, VR, and Mobiles: Customer Experience Predictions for 2018

In 2018, the wish to learn what the future holds is on the rise, so we asked five experienced businesspeople to give us their own Customer Experience predictions for the next year. 1. Paul Jarrett, MD & Founder of Sonin: Businesses who...

Writing a ‘Knock Your Socks Off’ Service Culture Plan

One of the major weaknesses of most organisations is the top management’s lack of a service strategy. They fail to realise the strategic opportunity of how to use superior service as a vehicle to build market share and dominance. Sam Walton, the...

Attracting Generation Alpha

Predicting the next big franchise has never been more difficult – especially when it comes to the youngest generation. Generation Alpha is the name given to children of millennials, and refers to those born from 2010 onwards. These youngsters – many...

7 Emails Your E-commerce Store Must Send Out on an Automated Basis

Email marketing has a long history and although we are witnessing the rise of new technology and marketing techniques, it’s not going anywhere. From the moment Ray Tomlinson sent the very first electronic email in 1971, this form of communication has...

Five Reasons to Take a Winter Break From Work

With winter in full swing, we’re turning our attention to holidays and the benefits that come with taking a break from work at this time of year. Whether you’re staying in a home-from-home villa in Lanzarote or a ski hut in...

Apple Admits Slowing Older iPhones

If you own an older iPhone and have been wondering if you were crazy for thinking your device is slower all of a sudden – don’t worry, you’re not. The rumours that circulated for a long time turned out to...

Technology Wrap-Up 2017

Technology is now part of our DNA and businesses and organisations are realising that they have to consider it; not only to grow, but to survive. Now, at the end of 2017, we are in the midst of a new...

Complex Customer Queries: Can AI Beat the Traditional Phone Call?

You might think that in a world where self-service is commonplace, chatbots are increasing in popularity, and the amount of voice minutes used generally is decreasing, that the phone as a channel for customer service has had its day. Not...

The Human Touch: Keeping it Real for Customers Over Social Media

As customer interactions have increasingly shifted online, it’s become essential for brands to interact with their customers on a more personal, informal level to provide the exceptional experiences which will keep them coming back. However, this is far easier said than...