Category: Customer Experience

Capita Appoints new Customer Management and People Solutions Leads

UK Customer Experience Awards finalist Capita has appointed new leads for its Customer Management and People Solutions divisions. The business services leader – which has been shortlisted for a number of categories at this year’s awards finals in London this October, including Team...

Contact Centre GDPR Compliance: 3 Simple Steps

Contact centres are challenging places. There is certainly plenty to think about with the rising cost of salaries, managing schedules to meet customer demand, looking after staff wellbeing, PCI DDSS compliance, and now the added requirements of GDPR (General Data...

Using business intelligence to get meaningful customer insights

Businesses have been drowning in data for years, and in the CX space, we’ve developed some bad habits, collecting information without any clear purpose and sending out surveys to ask for feedback at every turn. Fortunately, we have got better...

Revealed: UK Firms are Overrating Their Customer Experience

A global research study has found that businesses in the UK and elsewhere are overrating their Customer Experience, and are underperforming when it comes to providing omnichannel communication. The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark report polled contact centre leaders in...

Digitising the Instore Experience

There’s no denying the fact we now live in a one-click society, where consumers are used to the comfort of buying almost any product they want with a click of button, and have it delivered to their home or place...

Transform Your CX With a Single View of the Customer

Brands are working harder than ever to enhance Customer Experience as people increasingly demand a streamlined and immediate service from the companies they interact with. Research from Dimension Data shows that 58 percent of consumers would be willing to spend...

It’s the end of Phone Support as we Know it (and I Feel Fine)

I rarely use and never want to pick up my phone anymore. That is, the phone part of the phone. I happily use my mobile phone all of the time – to communicate, read, and for entertainment. But using the...

CX Perception and Reality Highlighted in Study

A new report analyses the gaps between brands’ perceptions of the Customer Experiences they deliver and the reality. Zendesk Inc has revealed insights from more than 9,000 small and midsize companies, and while results indicate differences in their ability to meet the growing...

Rise of the Eco-Conscious Customer and the Impact on Retail

A majority of young British customers say they would reconsider their spending behaviours if retailers were better at communicating the environmental impact of their purchases. In new research from inRiver, 1,500 UK consumers between the ages of 16-44 were quizzed on sustainable shopping and...

DEWA Boosts CX With Smart Response Service

Dubai Electricity and Water Authority (DEWA), has launched its new Smart Response Service for electricity and water technical notifications, in a boost to Customer Experience. The Smart Response Service features early self-diagnosis of technical interruption within homes, reducing the necessary...