Category: Customer Experience

You Can’t put a Price on Being Nice: Top Tips for Call Centre Staff

For many organisations, the contact or call centre is still the shopfront of the business. At last count, there were 6,175 contact centres in the UK, employing some 772,500 agents. As the first port of call for clients and customers,...

How can Retailers Keep Customers Coming Back?

It’s fair to say that customer expectations have evolved rapidly in recent years. Across all sectors – public services, transport, even utilities – today’s consumer expects a seamless experience. If this is not delivered, people now have the ability to...

British Winners Celebrate at International Customer Experience Awards

The winners of the 2019 International Customer Experience Awards have celebrated victory following the gala Final ceremony in Amsterdam. The second year of the awards event saw contenders from across the globe descend on the Dutch capital, with the Dubai Health...

International Customer Experience Awards 2019: Winners Lauded in Amsterdam

The winners of the 2019 International Customer Experience Awards have celebrated victory following the Finals ceremony in Amsterdam. The second year of the awards event saw contenders from across the globe descend on the Dutch capital, with the Dubai Health Authority...

Black Friday: Shoppers set to Shun High Street

Black Friday offers will not be luring a majority of customers to the UK’s high streets this year, with new research showing most will stay at home. Contact centre and CX tech specialist Genesys has released a study on the annual...

UKCXA Winner ContactEngine Lands Sunday Times Tech Track Award

UK Customer Experience Awards winner ContactEngine has picked up yet another honour, being named Best Use of IP at the annual Sunday Times Hiscox Tech Track 100 national awards event. The awards event was held in London this week, and the conversational AI tech...

Customer feedback strategy: Creating a more individual experience

According to a Salesforce Research paper published last year, 79 percent of customers now expect offers and recommendations from companies to be personalised based on what they’ve already bought.  A trend we’ve seen emerging for years in commerce is now...

Voicebots: Saviours of Outdated and Complex IVRs

As the move to cloud platforms speeds up, the pressure is on to take advantage of bots powered by artificial intelligence (AI) – especially for IVRs. Many businesses are at a standstill in adopting AI because they’ve done nothing to their IVRs for a decade...

Howard Lax Takes on top CX Consulting Role at Confirmit

UK Customer Experience Awards finalist Confirmit has announced a new Principal Director of CX Consulting. Howard Lax (pictured below) is a former Vice President, Customer Experience Practice Lead for Directions Research and held consulting roles with Kantar TNS, Harris Interactive, ORC and GfK Custom...

ContactEngine & BT: An Award-Winning Partnership

Among the successful partnerships at this year’s UK Customer Experience Awards was ContactEngine and BT Enterprise, which together won Gold in the Use of Technology category. The winning team secured the title following a presentation on the success of BT’s ‘Brilliant Installations’...