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What does a true omnichannel store look like?

Self-checkouts. Mobile apps. In-store browsing touchscreens. Which of these digital capabilities is part of a retail omnichannel experience?The answer is all of them. However, as standalone offerings, these elements don’t result in a true omnichannel experience. As an increasing number...

The empathy revolution: 5 ways that AI will transform customer and employee experiences

For many customer experience leaders, artificial intelligence (AI) is both a shiny object and a business imperative. More than three-quarters of senior executives say AI will be a critical part of their customer experience (CX) operations in the coming years. AI will enable organisations to reshape their customer and...

 The best of British business: UKBA™ ’23 winners announced

The UK Business Awards 2023, aka The Dons, organised by Awards International, announced the winners for this year’s programme! Top companies and organisations across the UK participated in this premium business event, competing for the most coveted accolades in business excellence. Build...

This week in CX: in 2024, the priority is on real experiences

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at some of the top predictions in AI, retail, and consumer priorities for 2024. What are the early stances saying? Now is the time...

Are your workforce management processes digital ready? 

In today’s digital world, the old ways of managing a contact centre workforce no longer suffice. With customers demanding—and receiving—multiple ways to interact with their service providers, contact centres have started to rethink the concept of what work is and how it is assigned.But even as contact centres embrace digital...

Addressing emotionally complex issues in call centres with AI 

Customer service has evolved tremendously over the past decade. What was once a call centre staffed with hundreds of agents fielding phone calls has transformed into an omnichannel operation with webchat, social media messaging and AI-powered chatbots handling routine inquiries....

This week in CX: does high customer engagement equal long-term loyalty?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at the results of last weekend’s Black Friday sales and what they mean for customer loyalty, the significance of business experimentation, and updates to...

Top 3 digital trends to expect for Black Friday 2023

Retail sales growth slowed in September as consumers struggled with higher housing and fuel costs, according to the latest data from the British Retail Consortium. Economic uncertainty means people are prioritising spending on necessities and around two-thirds (67%) of adults are spending less...

Businesses are losing Gen Z customers. Here’s 3 ways that AI can help

This article was co-authored by Devon King (Senior Account Executive, Sales) and Colm Bermingham (EVP, Sales) at Inbenta.Businesses are losing Gen Z. At least, those businesses that aren’t living up to the expectations of their young, savvy, digitally native customers. Combined with...

This week in CX: Happy Black Friday sales weekend! What can you expect from consumers?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, it only makes sense that we’re looking at the latest retail research for consumer trends and purchase behaviours for this Black Friday sales weekend. Customers want...