Category: Customer Experience

2020 UK Customer Experience Awards: Finalists Revealed

The finalists of the 2020 UK Customer Experience Awards have been announced, with some of the UK’s best-known brands preparing to compete for glory, online this October. The Awards finals  – which this year is marking eleven years of celebrating the very...

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How 5G is Expected to Impact Retail Customer Experience

The retail industry has been upended in recent years. A hyper-competitive landscape, the transition to e-commerce, and rapidly changing consumer habits have changed what and how we buy things–as well as the places we buy them from. The bankruptcy of...

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Genesys Announces Partnership with Adobe to Deliver Contextual CX

Genesys, the global leader in cloud customer experience and contact centre solutions announced partnering with Adobe to help organisations break down data siloes between marketing, commerce, sales and service departments. A new integration between Genesys Cloud and Adobe Experience Platform, organisations will...

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Medallia Launches Service Experience Quickstart for ServiceNow

Medallia, the global leader in experience management, today announced Service Experience Quickstart for ServiceNow Customer Service Management (CSM) enabling companies to capture customer service experience feedback in real time and take intelligent action to optimise those experiences in-the-moment in ServiceNow CSM. The pre-configured...

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The New Rules of Customer-First Marketing

There’s no denying the global coronavirus crisis has caused an incredible amount of disruption to all aspects of daily life. The sheer force of the virus has resulted in entire industries being forced to shut down or rethink their business...

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2020 International Customer Experience Awards: Entry Deadline Approaching

The entry deadline is fast approaching for the 2020 International Customer Experience Awards, the global celebration of customer experience taking place fully online on November 19, 2020. Potential entrants have until September 4 to submit their entries and have a chance...

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Grow Brand Loyalty, Organically

Customer experience ecosystems are complex and multifaceted, with multiple moving mechanisms across many organisational silos – each with their own set of values, beliefs and key performance indicators. Carefully curated customer experience initiatives synchronise and steer these cross-functional team efforts...

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Gulf Customer Experience Awards 2021: Entries now Open

The Gulf Customer Experience Awards will return to Dubai for 2021 in a new-look ceremony that will celebrate the very best CX strategies in the region. Hosted by Awards International, the 2021 finals event will take place in Dubai on February...

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Shoppers Unlikely to Swarm Stores This Black Friday amid COVID Fears

New data from analytics company Contentsquare reveals that the startling 91 percent of UK shoppers are highly unlikely to visit physical stories on the upcoming Black Friday. The research, which surveyed over 1,000 UK shoppers found that over a third of...

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Beat the Wave of Dissatisfaction – Get Proactive!

  Now that lockdown restrictions have been eased significantly, shoppers are nervously returning. It’s a brave new world out there and it’s more than just nerve-wracking going back out, visiting retailers, pubs and beauticians – it’s confusing, it’s less fun and an...

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How Marketers Can Keep Pace With Consumers Post Pandemic

As we all entered 2020, who would have known life as a marketer would change so drastically, let alone the world as we knew it.  The COVID-19 pandemic hit us all with an unexpected bang. The year started with interactions through...

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Video Killed the Radio. Is It About To Do the Same to Face-to-Face Customer Interactions?

Over recent months, the way we communicate has changed drastically. With companies across multiple industries implementing work-from-home arrangements for their employees, it will come as no surprise that video applications, such as Zoom and Microsoft Teams, have all grown in popularity monumentally since the...

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Create Memories that Tell Your Brand Story

Customer Experience has been a buzz word amongst C-Level executives for some time now and for good reason too. In fact, the term has extended its reach beyond the boardroom and is used just as frequently by tactical and operational...

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Getting CX Transformation Right

One of the most common obstacles to CX transformation is a misunderstanding of what CX is really about, among people who are not CX professionals. And if you are a CX professional trying to explain it to colleagues, it can be...

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Brands Should Focus on Delivering a ‘Human’ Experience in the Brave New World

The uncertainty surrounding the fallout from lockdown and consumers’ changed behaviour makes the task of forecasting the future a difficult one for brands. While commentators obsess about the performance of channels and the extent to which ecommerce is replacing bricks...

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Amazon To Open At Least 30 Checkout-Free Physical Shops In the UK

The online retail giant plans on launching at least 30 physical stores across the UK where customers won’t need to pay at checkout. In December 2016, it was announced that Amazon Go would soon be opening its first shops in Seattle, USA, allowing consumers to...

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Inspiring Confidence: The (C)X-Factor in Any Customer Experience Strategy

In your office there will be rules; standard operating procedures that help with inducting new staff, training long-term staff and ensuring the smooth running of day to day business. Sometimes those rules are well documented in step-by-step guides, and sometimes they...

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TTEC Announces New EMEA CX Service for Volkswagen Group UK

New centre is set to transform customer experience and drive improved loyalty, retention and advocacy TTEC, a worldwide leading digital customer experience (CX) technology and services company has today announced its new CX service centre for Volkswagen Group UK, which includes...

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Quality Insured: How Insurers Can Deliver a Seamless Customer Experience

Since the start of lockdown in March, businesses across the UK have faced a multitude of disruptions and had to come up with creative solutions to overcome them. Naturally, some businesses have been more successful than others. One sector that’s had...

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Bridging the CX Chasm

I would hope that in every business that it is clear who is responsible for sales and who is responsible for post-sales service. What may not always be clear is who is responsible for what happens in between. Who is responsible...

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