Category: Customer Experience

Conquering Connected Commerce

Consumers are hoping for high levels of choice, convenience, and recognition in modern, omnichannel shopping. To truly offer an omnichannel experience – selling anywhere, fulfilling anywhere, and engaging anywhere is essential, as is elevating customer service and interactions to create...

Capgemini to Steer EDF Energy CX Transformation

Capgemini, the digital transformation firm behind major wins at the UK Customer and Digital Experience Awards, has signed a contract with EDF Energy to revamp its CX offering. Through its cloud contact centre solutions brand, Odigo, Capgemini will offer a Contact-Center-as-a-Service (CCaaS) solution, as part...

Expectations Exceeded at the CX Professional Masterclass

Professionals from across the UK and further afield are continuing to develop their Customer Experience skills thanks to the guidance of renowned CX consultant and author Ian Golding at the CX Professional Masterclass. The most recent two-day course took place in...

How the UK can Take Customer Experience to the Next Level

Customer Experience is a global movement – across the world, an increasing number of companies are understanding the business case for focusing on the customer, and are seeking the right tools to achieve this goal. Some countries have, however, reached...

Customer Experience: It’s Personal!

Anyone who has booked a flight recently will have likely noticed the level of personalisation creeping into their travel experience. Even before you’ve settled on timing or your destination, airlines are tapping into your intent, with some shrewd speculative interventions....

CXM Book Club: Customer First by Naeem Arif

With Customer Experience firmly cemented in the consumer consciousness, and the key differentiator for brands in the modern retail landscape, a raft of new titles are hitting bookshelves in a bid help businesses craft their CX offering according to the...

How AI can Help, or Hinder, your Customer Experience

Ask the leadership of any reasonably-sized company what technology they’re looking to implement and they’ll almost invariably mention artificial intelligence (AI). In theory, that’s great, because AI has the potential to fundamentally change the way a businesses operates and creates...

Wake-up call for CMOs as CX Survey Spots Critical Flaws

New research has found that 36 percent of CMOs admit their brand still hasn’t invested in Customer Experience, despite 88 percent expecting a focused CX programme to yield long-term customer loyalty and increasing sales over time. The survey of over 100 senior...

The CEO’s Guide to Customer Experience

“What do my customers want?” The savviest executives are asking this question more frequently than ever, and rightly so. Leading companies understand that they are in the Customer Experience business, and they understand that how an organisation delivers for customers is as important...

The Digital Future of Brick & Mortar in the Middle East

Retail sales in the Middle East are booming. Customers are getting smarter about their shopping choices and their expectations of the retail experience are accelerating quickly. Non-store retailing, which includes online shopping, direct selling, mobile internet, social media, and home...