Category: Customer Experience

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...

Sainsbury’s Trials Till-Free Store in London

The UK’s first till-free grocery store has opened its doors in London, but owner Sainsbury’s has been warned to not to underestimate the “power of human interaction”. In a month that saw the proposed merger between Sainsbury’s and Asda shelved thanks...

CX and Sustainability Key Goals for Dubai Airports

Dubai Airports Corporation (DAC) wants to lead the way in making sustainability, affordability, and efficiency key to the growth of the travel industry for decades to come.This was the message from DAC CEO Paul Griffiths, who delivered a keynote speech...

How Owner Association Management is Facing Industry Challenges Head-On

The Community Management industry has experienced redevelopment in Dubai, compared to other markets that contain similar jointly owned property. It is developing into an all-encompassing asset management industry, covering Administrative, Legal, Financial, Technical, and also the management of a multitude...

How Music Services can hit the Right Note in CX

Customer Experience has transformed business practice and elevated consumers’ expectations in recent years. The modern consumer, empowered by new technologies, demands more than value-for-money products: they expect fast digital interactions with companies as well as personalised service and, importantly, an...

Call Recording and the Future of Enhanced Customer Service

Historically, businesses have primarily perceived call recording as a regulatory insurance policy. The typical process was that calls were recorded, archived, and then accessed whenever a complaint was made. Some organisations still see call recording primarily in this way today. Other businesses...