Archives

This week in CX: you might be on hold to customer service for 800 years

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at research into Gen Z work engagement, what is causing high levels of ‘collaboration drag’, and the issues of a return-to-office mandate on employee retention. Key...

UK Business Awards open for entries and partnerships announcements 

Our partners at Awards International are delighted to officially announce the beginning of the UK Business Awards (UKBA) for 2024! This prestigious awards programme honours and celebrates the inspiring efforts of micro, small, medium and large organisations in business excellence and...

Why Internal Service Excellence is key to delivering External Service 

Have you ever contacted a company to chase a response only to be told that another department is investigating the issue, but no update has been received? Or perhaps you’ve contacted a company to make a complaint but have been passed from...

Loyalty Subscription Programmes Are on the Rise: How to Take Them Higher

Loyalty programmes are essential to retailers of all stripes; they help build customer engagement, creating a sense of belonging and increasing customer trust through relevant rewards and personalised offers. They’re also evolving to become key revenue drivers and brand differentiators. Across the...

This week in CX: the retail industry is under threat from high fraud cases

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at new research into agent and customer experiences, and issues in retail for return policy abuse.  Key news New research from Forsta reveals a strong positive...

Email orchestration: The new intelligent business enabler

Email remains the go-to communications method of choice after the phone for all businesses and organisations around the world with 4.48 billion people worldwide using it, forecasted to rise to 4.73 billion in 2026. AI has revolutionised the management of email known as ‘email...

Three steps for successful SMB communications in 2024

Over the last year, the consumer landscape changed significantly. Regulations like the new Consumer Duty and proposed Data Protection and Digital Information Bill are pushing customers into the spotlight more than ever. It’s not just regulations that are changing – consumer expectations...

How organisations can act on the needs of their customers to set new standards for a great digital CX

As digital further dominates business sales and revenue, organisations are facing major hurdles in decreasing the time between identifying digital opportunities and acting on them.  Added to this are teams’ limited ability to capture every customer friction, including small customer touchpoints...

This week in CX: 49% of Brits consider brand interactions to be a tiresome chore

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at consumer time spent on brand admin, and new insights on consumers’ perceptions of personalisation. Key news Gartner, Inc. identified the top data and analytics (D&A) trends...

Meet the Chairman for the UK Business Awards 2024

Our partners at Awards International proudly unveil the appointment of Andy Alderson as the Chairman for the forthcoming edition of the UK Business Awards (UKBA) 2024. Get to know Andy Alderson! A seasoned entrepreneur, Andy Alderson is best known as the Founder and former CEO...