Category: Customer Experience

Online Customers Torn Between Security and Convenience Ahead of SCA

UK customers are torn between valuing convenience and security when making purchases online – but they value speed and ease of payment more than their European counterparts. That is the findings of a new survey of 4,000 online shoppers by payments...

Emotion, Empathy and Personalisation: How can AI Ever Replace Humans?

There is ever increasing interest in the role emotions play when managing Customer Experience in the contact centre. At the same time, there is a drive to introduce technology such as chatbots to make customer service teams more efficient; removing...

Encouraging Your Customers to Disclose Vulnerability

Every customer deserves to be treated fairly and with respect. It sounds simple enough, yet many company policies, procedures, and attitudes create unnecessary barriers – especially when it comes to vulnerable customers. From plastic surgeons to bankers, there is a growing...

Ethics & Evolution: Discussing the Future of AI With Genesys PureCloud’s Olivier Jouve

The recent Genesys Xperience19 conference in Denver, Colorado, saw some of the most exciting developments in Customer Experience technology showcased to an eager global audience, and in case anyone was under any illusion about the future of CX – it...

Busted: The Five Biggest Survey Myths

Einstein once said that the definition of insanity is doing the same thing over and over and expecting a different outcome. When an action yields a poor result, it stands to reason that the action should be modified, not endlessly...

Global Prosperity initiative focuses on sustainability development goals

The Mohammed bin Rashid Initiative for Global Prosperity has begun preparations for the launch of its second cohort, re-affirming its commitment to advancing the United Nations Sustainable Development Goals. An action of the Global Manufacturing and Industrialisation Summit, GMIS, the Global...

The CX Strategist: A new Direction for Customer Experience

B2C companies have always argued that Customer Experience is at the centre of everything they do – but in reality, the focus has for a long time really been on selling the right products to consumers, rather than the individual. ...

Driving Customer Experience Through Data

In today’s increasingly tech-driven society, customer expectations on the speed and convenience of interactions with businesses have never been higher. In every sector, companies are undergoing a process of digital transformation to ensure they deliver seamless experiences to the consumer....

Genesys Revealed as new 2019 UK Customer Experience Awards Sponsor

Global CX and call centre tech leader Genesys has been revealed as the Gold Sponsor for the 2019 UK Customer Experience Awards. Taking place in London’s Wembley Stadium on October 10, the awards celebrate the country’s best CX strategies, transformations, and...

Why Your Bots and Customers are Clashing – and how to Solve It

Remember the days of buying cinema tickets over the phone? Wasted minutes bellowing ‘Jumanji… JU-MAN-JI’ into your landline as the disembodied voice on the other end says ‘Sorry, I didn’t get that. Did you say Batman Forever?’ Thankfully, voice assistants have...