Category: Customer Experience

Busted: Three Myths About Your Customers

The landscape of Customer Experience is undergoing a rapid transmission like never before, thanks to disruptive technologies, social media marketing, and changing consumer behaviour. The traditional method of buying products is no longer acknowledged. Even popular brands are required to...

Three Vital CX Roles Played by Speech Analytics

Agents interact with dozens of customers daily, and odds are they aren’t exactly calling to talk about their opinion on the Game of Thrones finale. Your employees encounter an influx of problems, ranging from simple to complex, that all need...

Retail and Finance Leading Overall UK CX Improvements

British brands are slowly but steadily improving their Customer Experience, with retail and financial services continuing to lead the way, according to KPMG Nunwood.  Their new report, Power to the People, stresses the vital role employee engagement plays in improving Customer Experience, with...

Could DTC Subscription Brands Clean up in Household Product Sales?

A majority of UK customers would switch to a direct to consumer (DTC) subscription service for everyday high street purchases, according to a new survey. Research by Rakuten Marketing reveals 69 percent of British consumers would choose a subscription delivery service for goods...

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...