Category: Customer Experience

CX and Contact Centres: What’s Changing in 2019?

In 2018 it was predicted that voice would soon be dead and that the only sounds heard in contact centres would be keyboards – or chatbots controlling the Customer Experience (CX). However, this prediction missed one critical factor: the customer. With...

Six Ways to Engage With Worldwide Audiences in 2019

SDL, a global leader in content creation, translation, and delivery, has outlined six recommendations for companies looking to unlock the strategic power of an intelligent content supply chain in 2019, giving them the ability to engage with anyone, anywhere, in their...

Business Stream Doubles Market Share With new Acquisition

UK Customer Experience Award winner Business Stream has bought the customer base of competitors, doubling its market share and cementing its position as one of the top three retailers in the British water market. The acquisition will see Scotland’s largest non-domestic water supplier absorb...

Gulf Customer Experience Awards: Winners Crowned in Dubai

The winners of the Gulf Customer Experience Awards have been celebrating their wins in Dubai following a day that saw the culmination of months of work by dedicated finalists. The ceremony, sponsored by Oracle, took place in the Conrad Dubai hotel...

Call & Contact Centre Expo 2019

The Call & Contact Centre Expo will return to London this March to once again connect industry professionals with the tools, techniques, and systems that are revolutionising customer engagement. Taking place at London’s ExCeL on the 27th and 28th of March, the highly...

Ten Percent of British Customers Have Never had Good Service

One-in-ten UK consumers has never experienced good customer service, according to new research. The findings from Zendesk Inc show just how damaging poor customer service can be, with 70 percent of UK respondents remembering negative experiences from more than a year...

Why ‘Super Saturday’ Failed to Take Off

As sales figures for the Christmas period rolled in, they certainly made for very uncomfortable reading. After a disappointing November in which Black Friday – to nobody’s surprise – failed to live up to the hype, there was hope that Christmas would save the...

Post-purchase CX is in Fashion Thanks to new Partnership

Fashion brand PrettyLittleThing has announced a partnership with tech firm Narvar to enhance post-purchase Customer Experience. Narvar’s role in PrettyLittleThing’s CX improvement journey has centered on its post-purchase communications. Before working with Narvar, PrettyLittleThing directed customers to third-party websites for delivery updates....

10 Ways AI can Supercharge Customer Experience

Across almost every sector, businesses are using Artificial Intelligence (AI) to improve their products, streamline their services, and drive higher levels of customer satisfaction. Nowhere is this more evident than in the Customer Experience (CX) space, with Gartner expecting CX...

UAE Customers Demand ‘SuperService’

Four-in-five UAE consumers expect an immediate response from the organizations and vendors they contact – part of a growing demand for ‘SuperServe’ customer engagement – according to new research. In the latest global research conducted by Avaya Holdings Corp and...