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3 practical strategies to help customer service agents overcome “The computer says no”

“Computer Says No” may be a phrase that most people in the UK associate with a comedy sketch, but it is a real and frustrating reality for contact centre agents. When resolving customer issues, agents usually follow a defined process, like a decision tree, where a system provides recommended steps to follow for customer resolution...

How marketing can help connect CS and sales to foster a more unified revenue team 

Siloed departments spell trouble for customer retention. While 95% of B2B SaaS companies have customer success (CS) teams, seamless customer experiences demand cross-functional harmony. Sales, marketing, and CS must collaborate and align as one revenue team to anticipate industry shifts. Shatter...

Crowning the winners of the Gulf Customer Experience Awards 2024!

The 7th edition of the Gulf Customer Experience Awards, organised by Awards International, has announced the winners of this year’s programme. This edition of Gulf CXA brought together leading businesses from across the Gulf region to showcase the most remarkable...

This week in CX:  67% of UK consumers are no longer loyal to their favourite brands

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at the UK brand loyalty crisis, the AI job takeover, research into nuisance communications, and how we can revolutionise the way we interact with...

Looking beyond the surface: Improving CX for people with hidden disabilities

If you suddenly became aware that the needs of one in four of your customers were not being met- how would you react? You’d probably prepare to make some drastic and immediate changes, right? Well, 24% of people in the UK...

Four features of a good customer experience

Customers have expectations when they call for help, as they should. After all, they typically aren’t reaching out to your organisation for any other reason than to get their issue resolved or a question answered quickly.  Most customers would agree that...

Are influencers relevant in the age of UGC?

Love it or hate it, we are living in the age of the influencer. Just look at the ongoing phenomenon of Love Island. With 1 million viewers tuning in to the recent Love Island All Stars final, the show’s impact extends far beyond the screen, turning many contestants into household names with...

The content race: On your marks, get set, go long-form video

In today’s digital age, the modern consumer is connected to everything, anywhere, all the time. Arguably, due to the proliferation of social media apps like TikTok, with the app reaching one billion installs just a year after its conception, there has been...

Contact centre AI: Are you set up for success?

In this digital age where customer expectations are rapidly on the rise, it’s no surprise that the contact centre is undergoing an AI-powered transformation. But how are businesses implementing AI in their contact centres? What do contact centres need to have in...

This week in CX: Customer service quality is falling, and consumers don’t want automation to help

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at UK consumers turning their backs on automation for customer service, steps taken towards responsible AI, and research on the level of service offered to...