Archives

AI, from A to Z

Three predictions for the future of Artificial Intelligence (AI) in customer service Artificial Intelligence, or ‘AI’ for short, has the potential to radically improve the way that many businesses deliver customer service. In this article Dave Paulding, Regional Director at Interactive...

Black Friday 2015 Set to Be UK’s First £1bn Online Shopping Day

By Salmon Following the impact of Black Friday 2014 and the surge in sales it caused for the UK’s online retailers, global digital commerce consultancy Salmon has today predicted that Black Friday 2015 (27th November) will lead to the UK’s first...

Fewer than 1 in 10 People Spend More than £1,000 Via Mobile Devices

Three Easy Steps for Improving Success Rate with Hesitant Mobile Customers by Ross A. Haskell, Sr. Director of Products, BoldChat, LogMeIn For consumers, mobile phones and tablet devices have become a quick and accessible means of researching, querying and purchasing products. Figures...

Not a Bad Day – Winners of UK Customer Experience Awards 2015 Announced and £6,000 Raised For Charity

Winners of the UK Customer Experience Awards have been announced during a celebratory lunch at the Park Plaza Hotel in London on Friday 26th September 2015. The Awards recognise and reward outstanding achievement in customer experience across all sectors. The...

Public Transport Overtakes Utilities for Worst Customer Service

Honesty and efficiency are the most valued traits by consumers when dealing with companies Public transport & train operators overtook utility companies in the league table of worst customer experience and service providers, according to the second annual Customer Experience Survey...

We Know We’re Doing Things Right When Our Clients Send Us Flowers

CXM Interview with David Wright, CMO of Police Mutual on their cooperation with Avanade UK and the impact of the partnership on their business CXM: What was the decisive point for choosing Avanade UK for partnership? What did the process look...

Showing the Human Side of (n)Power

npower’s Head of Customer Experience explains how customers are taking centre stage in the business The utility sector has been through some tough times, with press scrutiny, regulatory pressure and customers who are starting to vote with their feet, but despite...

‘Health and Safety – What’s Next?’

British Safety Council supporting key safety campaigns at annual conference The British Safety Council’s annual conference this year is highlighting key health and safety campaigns, including work-related transport, occupational health and young people at work. The conference entitled ‘Health and Safety...

[24]7 Becomes the World’s Largest Provider of Chat Agents

Live Chat Market Shaken Up as [24]7 Reaches 5000 Dedicated Chat Agents [24]7 announced that it has become the world’s largest provider of chat agents, with 5000 dedicated chat agents providing digital assistance for the biggest brands in financial services, communications,...

Travel Postcards from the Editor

by Marija Pavlović, Editor, Customer Experience Magazine POSTCARD #1 Hi mum, As I’ve heard, Athens is amazing. I mean, it must be with all its history and cultural heritage. I wouldn’t know. I’ve been stuck in the airport for 3 hours. Boooring....