Category: Customer Experience

Beat the Chatbot Backlash by Striking a Balance

Forrester has predicted that this is the year “the backlash against chatbots will begin”, but you could say that it has already begun. Headlines painting chatbots as a disappointment, and articles highlighting the funniest chatbot fails are easy to find, yet implementation isn’t...

Neural Machine Translation and Native Customer Experience

In this digital age, an increasing number of brands are expanding internationally and attempting to reach new customers and audiences across the globe. The necessity of being able to speak to these consumers in their own language is more vital...

OBE Honour for Cranfield School of Management Director

Professor Lynette Ryals of Cranfield School of Management has been awarded an OBE in the New Year’s Honours List for services to Higher Education. Cranfield School of Management works alongside Awards International to ensure the scoring process at events including the UK...

Mike Wittenstein: No Size Barrier to CX Success in 2019

Mike Wittenstein is Customer Experience Designer and Strategy Consultant at StoryMiners, one of the world’s first CX Design firms.  A true CX pioneer and one of the USA’s most dynamic innovators in the field, Mike recently lent his considerable talents to the judging panel at the International Customer Experience Awards in Amsterdam.  CXM World caught up with Mike to discuss a range of topics, including how CX staff can reap success...

Get Ready for the Gulf Customer Experience Awards

A new year has dawned and with January comes the countdown to the finals of the Gulf Customer Experience Awards. The annual event is celebrating its fourth year in 2019, and continues to be the Middle East’s premier platform for honouring...

Replaced by Robots?: How Adaption by Customer Service Staff can Prevent a Takeover

Technologies such as artificial intelligence (AI) are regularly hailed as the future of a more personalised and responsive approach to customer services. However, their emergence as a realistic option for a wide range of businesses has raised fears over threats...

Future-Proof Your Customer Experience in 2019

A study conducted this year by Accenture found that two-thirds of large companies currently face high levels of industry disruption. We’ve already seen supporting evidence for this finding: Toys R Us, Homebase, Maplin and Mothercare all went into administration in...

EE Takes Top Spot in UK Mobile Ranking

EE, which won Gold at the 2018 UK Customer Experience Awards, has been ranked as the number one major mobile network in the UK. In the latest mobile benchmarks report from P3, EE earned a grade of ‘very good’ and a score...

Why Retailers Should Rethink the ‘Golden Quarter’

It was the first Friday after Thanksgiving 1961 and the Philadelphia Police Department was having a bad day.  Christmas shoppers were swarming all over town, desperate to bag bargains and causing confusion and crushes at stores across the city. This might have been a Black Friday for the...

Mears Group Appoints New Chairman

UK Customer Experience Awards finalists Mears Group has appointed a new Chairman following the retirement of Bob Holt. The Gloucester firm, which employs over 10,000 people provides support services to the UK’s social housing and care sectors, has named Kieran Murphy as...