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Here’s Everything Apple is Rumoured to Be Launching in 2017

Apple is notoriously secretive. The Californian technology giant almost never speaks about upcoming products before they’re officially announced. Journalists who ask about rumours and reports might get told “no comment” — if they’re lucky enough to get a response at all. But...

A ‘Paradigm Shift’ Is Taking Place in Financial Technology

Venture capital firms, which poured $117 billion into fintech startups from 2012 to 2016, have been pulling back on their investments. Meanwhile, established financial firms are positioned to step up their spending. In a big note out to clients on May 18 titled “Fintech:...

The 3 Ingredients for Outstanding CX

Poor customer service directly affects CX. It’s a problem that persists in many companies across the UK. Recent research commissioned by Genesys found that, on average, UK consumers spend around 17 minutes on hold to call centres per week. Over...

The Truth about Self Service, Bots & Intelligent Assistance

Sometimes a technology takes an age to go mainstream. Other times it appears to arrive like a thunderbolt out of nowhere. Bots chose the high impact option when they arrived in Q1 2016. By mid-summer they were sliding down Gartner’s...

Why Business Risk Intelligence Comes Before Digital Risk Monitoring

Everyone remembers the social media boom of the mid-2000s. While social networks such as MySpace and Friendster already existed and had fledgling ad revenue models, it wasn’t until the emergence of Twitter, Facebook’s acquisition of FriendFeed, and the development of...

HSBC Tech Chief on Digital Challenger Banks: ‘We Are Building Similar Stuff Ourselves’

HBC has been our devoted client and award entrant since 2013 when they first entered the UK Customer Experience Awards. Later on, they also participated in the UK Financial Services Experience Awards and UK Employee Experience Awards. Their Middle East...

Personalisation in CX: Applying proactive customer engagement

In this article, the author explores the essentials of personalisation in CX, a rapidly emerging topic across all industries. In 2012, only 30% of companies asked by analyst leadership group Gartner expected to compete for business primarily on the basis...

How Salesforce CEO Marc Benioff Uses Artificial Intelligence to End Internal Politics at Meetings

Salesforce has been our loyal entrant into the UK Customer Experience Awards in last couple years and now their CEO explains how they use AI within their company. Salesforce CEO Marc Benioff isn’t just predicting that artificial intelligence will one day help...

Extensive Read: Ready for the Customer 4.0 Revolution?

Why are so many organisations failing to live up to their customers’ expectations? New research reveals that, on average, every adult customer in the UK complained at least once in 2016 – that’s 55 million complaints, resulting in 28% spending less or taking their...

Nike Built A High-tech LED Running Track

Once again Nike has proved their dominance in Customer Experience. They have fulfilled a runner’s dream by building a running track where you partake in a virtual race against yourself and your running track is shaped as a footprint. This stadium is...