Category: Customer Experience

ContactEngine Inc. Board Welcomes Michael Beckley and Tarita Miller

A proactive conversational AI technology used by large corporations across industries, ContactEngine Inc. announced on 15 July the appointment of two new board members, Michael Beckley and Tarita Miller. Both Beckley and Miller have a proven track record in the technology...

Meaning, Relevance, And The Consumer-Brand Connection: An Interview With Martina Olbertova

Meaning is what a brand signifies or implies to the consumer. It is central to brand promise, and it contributes to expectations against which customer experience is measured. Dr. Martina Olbertova, CEO of Meaning.Global Dr. Martina Olbertova puts it succinctly: “Meaning bridges...

The Problem with Delighting Our Customers

When people talk about customer experience objectives, you often hear them expressed in terms of an overarching desire to delight the customer; to provide them with a next-level experience and exceed expectations. This is, of course, a noble aim, but...

CX: Not a Project, But an Evolution

It’s needless to say that the pandemic has changed everything: every corner of our lives has been affected in one way or the other. The life as we see it is unlikely to return to how it was before and...

The Secret Behind the Ideal Customer Journey

According to a study, it takes approximately 3.5 bad customer service experiences for UK consumers to stop using a product or a service. With people rapidly embracing digital in their personal and professional lives, customer expectations seem to be reaching...

Staying Connected in Times of Crisis: How Contact Centre Services are Keeping Human Interaction Alive

During these challenging times, every industry has had to evolve and react to rapid changes in customer behaviour. Contact centres have been at the forefront of this shift and have been faced with unprecedented call volumes. While the UK looks to...

Welcoming a New Dawn in Customer Experience

The ongoing COVID-19 crisis has changed the business landscape forever. One area that has been transformed in recent weeks is the way that businesses connect with their customers. As UK branches and offices remain closed, all interactions have become virtual,...

Engaging Customers in the Post-COVID-19 World

As we continue to live through a global pandemic, one certainty is that COVID-19 has changed many aspects of our lives forever. In particular, consumer life and behaviours have been remodelled by the crisis. It’s a challenging and still evolving...

The Power of Moments in Creating Memorable Customer Experiences

There is a common misconception that to create a memorable customer experience, every aspect of the customer journey needs to be flawless. This has led to a strong focus on creating efficiencies to produce a frictionless experience with the customer’s...

5 Lessons Retailers Learned During The Pandemic

Things may be going back to normal after the height of the COVID-19 crisis for some businesses, whereas others may still be picking up the pieces and forming a new go-to-market strategy for an uncertain future. The virus doesn’t seem to...