Category: Customer Experience

In the Race for Great CX, a Name Means More Than you Might Imagine

Jaap Wilms is an international CX consultant and the founder of Wilms & Co. Here, ahead of his role as a judge at the 2019 International Customer Experience Awards in Amsterdam, he offers insight into why a name can make,...

Ink-redible: Handwritten Letters Return Personal Touch to Communication

A new B2B sales conversion service is bringing back the art of the handwritten letter in a scheme that is proving hugely popular with clients. Conversion optimisation platform ResponseiQ has unveiled Inkdesk, a fully managed service, defining campaigns and crafting handwritten letters along...

2019 UK Customer Experience Awards: Entry Deadline Approaching

The entry deadline is fast approaching for the 2019 UK Customer Experience Awards, which this year is marking ten years of celebrating the very best CX in Britain. The gala event will take place on October 10 at London’s Wembley Stadium, where...

Points and Plastic Remain Popular, Loyalty Scheme Survey Finds

New research shows that the public appetite for points and plastic is as popular as ever, with the majority of UK customers subscribed to at least one loyalty scheme. According to Hawk Incentives’ The Loyalty Evolution Report – which surveyed 2,500 people across...

Strategic AI Implementation: Crucial for CX Improvement

Artificial Intelligence (AI) plays an important role in Customer Experience, marketing, and personalisation; It has the power to generate predictions about what goods and services customers are likely to want, when the demand will arise or propensity to switch will...

Online Trending Store to Open in London

The world’s first bricks-and-mortar store selling only items that are trending online in real time will open its doors in London next month. The Trending Store will be open from July 3 – 7 at Westfield London, operated by trend foresighting...

Reconnecting With Customers as Social Media Stagnates

In 2019, we’ve seen a number of brands look to simplify their communication channels in a bid to reconnect with their customers. From Gucci opening six customer contact centres that will provide phone, email and live chat communications, to Lush...

Dubai Islamic Bank’s Dr Chilwan to Speak at WIBC Capital Markets Summit Asia

Dubai Islamic Bank powerhouse Dr Adnan Chilwan is to offer his expert insight at the upcoming WIBC Capital Markets Summit Asia. Dr Chilwan is Group Chief Executive Officer at former Gulf Customer Experience Awards winners Dubai Islamic Bank, and he will offer...

Success Story for Chile Comms Giant Thanks to AI-Powered Orchestration by Genesys

Entel, one of the largest telecommunications companies in Chile, has implemented Genesys AI-powered orchestration capabilities to seamlessly connect and manage native and third-party artificial intelligence (AI), resulting in significant efficiency gains. Now, its customers smoothly transition between automated systems...

AI Innovations Unveiled by Genesys at Xperience19

Genesys has introduced new orchestration capabilities powered by AI that connect native and third-party technologies to enable the most comprehensive customer journey management available today. Currently, businesses are adopting an increasing number of artificial intelligence (AI) point solutions to solve specific challenges....