Category: Customer Experience

The Future Accelerated: Five Post-COVID-19 Predictions

Recently I have found myself comparing COVID-19 to 410AD, but not because it was the prelude to a new Dark Age, but rather the reverse, that we have been sleepwalking for decades into an apocalyptic future, with no regard for...

Genesys Chat Helps Deliver 100,000th Meal to NHS Key Workers

Genesys, the global leader in cloud customer experience and contact centre solutions helped Food4Heroes, a not-for-profit organisation deliver 100,000 meals in over a month by providing the organisation with Genesys Cloud webchat. Food4Heroes works with local catering companies to provide nutritious...

Free Webinar: Turn Your Contact Centre Recession-Proof With Freshworks

The current situation has made it clear that businesses need to adapt and prepare for the contact centres of the future. Whether this crisis leads to an economic downturn or not, you need to start preparing your contact centre for the...

Shifting Company Culture Towards the Customer

We’re all familiar with the phrase ‘actions speak louder than words’ but for customers and businesses alike this statement has never been so true or so important. Mission statements are quite rightly populated with encouragement: “We put the customer at...

Automation To The Rescue: Optimise Your CX and Remote Workforce

The COVID-19 pandemic has demonstrated that many companies had not implemented an adequate business continuity strategy, resulting in a frantic rush to roll out technology that enables staff to work from home. However, business continuity planning spans much wider than...

Managing CX When Everything Changes At The Speed of Light

Back in January I was getting ready to present at a conference in London and the subject of my talk was going to be examining global social trends and their future CX impact.  Naively, we thought we could measure, forecast, and...

Refunds vs Vouchers: Maintaining Customer Loyalty

The internet has been taken by a storm. Simply google the word ‘refund’, and your search page will fill your screen with hundreds of articles, reports and links to online forums and discussions about companies offering vouchers in place of...

Everything Counts: Providing Relevant CX Through Crisis to Recovery

The coronavirus pandemic is unprecedented and unlike anything we’ve ever experienced in recent history. For many brands, this poses a significant challenge – particularly given that there’s no ‘rulebook’ to follow. At times like these, brands and businesses need to...

Over half of customers choose to watch ads rather than pay for video content

The research conducted by the global provider of advertising technology Rakuten Advertising drives some important conclusions. It shows us that 38% of 4,500 interviewed adults in the UK, France, Germany, Italy, Spain and the Netherlands spend more than three hours...

Issues with Customer Insights: 3 Things You Might Want to Review

A recent report published by Revuze, a no-touch analytics platform examines the possible issues in understanding your customers while offering a self-service solution that solves it all. Customer insights require time, effort and maintenance since all customer data today is gathered...