Category: Customer Experience

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...

Overreliance on Tech and Discounts are no Substitute for Customer Experience

Looking ahead to some challenging conditions in 2019, retailers will need to address two flawed strategies: discounting and an over-reliance on technology at the expense of customer service. What used to be one off days like Black Friday and Cyber Monday...

Five essentials for a world-class customer experience programme

I’ve been reflecting on what successful CX leaders we partner with at Medallia are doing, and have identified five key actions to ensure a world-class customer experience programme. 1. Start with the end in mind Visualise where you want to be at...

Customer Experience: Where Will 2019 Take Us?

UK Customer Experience Award winner Feefo has revealed its top five CX predictions for 2019. The firm is a leader in reviews and customer insight technology, and last year won Silver in the Best use of Insight & Feedback – Solution or...

Rugby Team Scores With CX-Style fan Engagement

A Reading-based rugby club is reconnecting with supporters after pioneering a ‘fan experience’ similar to the Customer Experience initiatives that have revamped the fortunes of firms across the globe. London Irish RFC, which was founded in 1898 by Irish expats, currently shares...