Category: Customer Experience

Technical advantages in cloud-based contact centres

The move from on-premises to cloud-based architecture certainly has clear business benefits such as hardware cost savings and faster responding times for customers, but the technical aspects deserve equal consideration to ensure businesses choose the right solution for organisational needs....

An Interview with 2020’s Top CX Stars Professional, Amanda Riches

During all the excitement of this year’s CX Stars, I had the pleasure of chatting to last year’s winner, and long-time friend of CXM, Amanda Riches. Amanda leads CX Consulting for experience management software firm Medallia’s Professional Services division in...

The Winners of CX Stars Will be Announced Soon!

The CXM team has been hard at work ratifying the results. In order to ensure a free and fair judging process, we employed the skills and experience of a panel of global CX industry leaders in order to ratify the...

Interview with Hunain Shahid, Head of Innovation and Partnerships at Elixir Group

Recently CXM had a pleasure of speaking with Hunain Shahid, Head of Innovation and Partnerships at Elixir Group. After working in roles around Private Equity, Project & Corporate Banking, Hunain Shahid joined Elixir Group as a leveraged finance expert and...

Gulf Sustainability Awards 2021: Open for Entries

Entries are now open for the 2021 Gulf Sustainability Awards, which will take place in Dubai this September. As an annual celebration of green practices and corporate social responsibility, the event is returning to the UAE for five years in a row....

How the Evolution of Customer Behaviour is Reshaping the Insurance Sector

The insurance industry has an unenviable reputation of providing complicated policies that are obtained through a cumbersome and time-consuming process. For many customers this means a confusing and frustrating experience. And in an increasingly digital world, consumer loyalty is no longer...

How Networking Changed Business in 2020

It was a rough year; filled with the unknown, unexpected crises, uncontrollable circumstances and inevitable change. Many felt the need for support in a way they never have before. I believe it made us find the inner strength we didn’t even...

Gaining Customers: Securing a Positive Employee Experience

In this, the third in a five-part series on gaining and retaining clients in 2021, we spoke to Nick Lygo-Baker, Founding Director of Paradigm CX, who help optimise the engagement experience to enrich the lives of customers and employees! What is any organisation...

The Changing Face of the Contact Centre

The COVID-19 crisis has completely changed the contact centre industry, with more customer service agents than ever working from home.  Going forward, if we are to establish effective post-COVID customer service, we will need to ensure that the contact centre lies at the heart of a company’s digital transformation strategy. ​Therefore, it’s important that...

Wisdom Spring Education: Customer service is the secret of our success

At the end of another year, it’s commonplace to pause and reflect. This is something we’ve always liked to do at Wisdom Spring Education. It’s important to consider the lessons learned; the things we did well and highlight the things...