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Are businesses closing the Engagement Capacity Gap?

Over the last two years, Verint® has assessed customer engagement concerns; business priorities; and investment plans across geographies and industry sectors. This provides a perfect barometer for how well businesses are adapting to the new customer expectations.  Introducing the Engagement Capacity...

Winners announced for US Customer Experience Awards 2022

The inaugural edition of the US Customer Experience Awards, organised by Awards International, announced the winners for this year’s program. The first-ever edition of USCXA® brought together leading businesses from across US to share the most remarkable achievements in customer experience. Top companies...

Who is the new ‘Workday Consumer’?

Advertisers pride themselves on knowing their customers. But what happens when their customer is suddenly not where they expected?   As work and school shifted online during early stages of the pandemic, advertisers had faced this exact scenario and were initially slow...

How I earned a CCXP certification: my top tips

When I applied for the CCXP certification, I had already been working hands-on in CX management for five years. This meant that I had an abundance of practical experience; but I was facing some serious gaps in theory. It was...

The 2023 Edition of the Gulf Customer Experience Awards: Open for Entries

Awards International is proud to announce the start of the Gulf Customer Experience Awards ’23: a premium awards programme celebrating top results and achievements in CX. As of July 4th, the eighth edition of GCXA will be officially accepting entries. Organisations...

The future of industry innovation: artificial intelligence of things

Artificial Intelligence (AI) and the Internet of Things (IoT) are the most transformative technologies elevating the growth of numerous industries. Together, the integration of AI and IoT will be the technology that fuels the revolution of smart industries. Known as...

How diversity, equality, inclusion and sustainability can supercharge your business transformation

We appear to be living in a period of continuous disruption. Global economic progress is faltering, driven by a combination of factors: the continued uncertainty caused by the COVID-19 pandemic; climate change; conflict; supply chain disruptions; shifts in international trade;...

New research into brands using data for personalisation

Customers expect personalisation during every brand interaction. However, they don’t trust brands to keep their personal data secure and to use it responsibly. This is the dilemma companies everywhere are currently facing, according to new data from Twilio.  The third annual State of Personalisation Report 2022 is based on two...

Winners Announced for European Customer Experience Awards ’22

The inaugural edition of the European Customer Experience Awards, organised by Awards International, announced the winners for this year’s programme. The first edition of European CXA® brought together leading businesses across Europe to share remarkable achievements in customer experience. Top...

The new generation of conversational CRM: an interview with Matthias Göhler 

With the rapid development of technology and constant social and economic disruptions, many companies have faced customer relationship management crises. We repeatedly reported about it last year.   A concerning report’s findings told that 43% of professionals found their CRM software too...