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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 newsGartner, 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...

Get ready for Gen Alpha: Why brands need to plan for the future now

Generation Alpha, those born between 2010 and 2025, may still be young, but they represent a future tidal wave for brands and marketers. This generation, the first to never know a world without smartphones and social media, will demand a...

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...