Category: Customer Experience

Taking a More Human Approach to Artificial Intelligence

Artificial Intelligence (AI) is all about machines, obviously. Except it’s not! In truth, discussions surrounding AI may often centre around how competent, intuitive, and contextually aware the machine brains we are building have become, but really, AI is all about us...

CXM Book Club: Customers the Day After Tomorrow

We have now entered the third phase of digital evolution, and it is changing the behaviour and expectations of customers, fast. Thefirst phase was all about the internet, and making information accessible. The second phase was all about mobile and...

UK Customers Wary of AI Future

Large majorities of British consumers prefer dealing with humans over automated services for everything from querying a bill (85 percent) and changing account details (62 percent), to making a complaint (84 percent), buying a product or service for the first...

Experts Reveal What Customers REALLY Want

You might think that your product or service is great, but the truth is, it doesn’t matter if it isn’t what your customer wants. But how can you go beyond your own gut instinct to be sure you’re really meeting...

Trust ‘Vital’ in Building Long-Term Relationships With Customers

Failing to build trust undermines customer loyalty and damages revenues, with over three quarters of consumers saying they’ll leave a supplier that they don’t trust.  At the same time, focusing on getting customer service basics right and listening to consumers will...

Lush UK Washes Hands of Social Media Channels

The axing of UK social media accounts by cosmetics giant Lush could lead to more retailers turning their backs on the channels and embracing live chat, it is predicted. The high street favourite, which has over half-a-million followers on Instagram, over...

Re-Discovering the ‘Forgotten Tribe’ of Customer Service Experts

Retail is buoyant, exciting, and transformative, so what better sector to be in right now? This was the counterintuitive conclusion of a recent white paper produced by Retail Week in partnership with Manhattan Associates. Based on in-depth interviews with 25...

Capita Partnership to Make Insurance Experience ‘Frictionless’

UK Complaint Handling Awards winner Capita has joined forces with innovators Artificial Labs to deliver disruptive insurance tech that digitises the end-to-end insurance lifecycle, reducing manual processes and making insurance frictionless. Artificial provides digital solutions to clients across the insurance sector,...

Judging Your Firm’s Customer Experience Through Retail Audits

Do you want to grow your business? Well, if your answer is yes, then you need to understand a simple rule: most products are just commodities for users. If the product addresses the issue of the customers, then two different...

Feefo and Thomas Cook Team-up for Fans’ Sports Experience Reviews

UK Complaint Handling Award winner Thomas Cook has extended its partnership with customer review tech experts Feefo to cover the UK travel giant’s sporting experience brand, Thomas Cook Sport. Building on a three-year relationship with Feefo – which in 2015 won...