Category: Digital Experience

Genesys Rebrands Flagship Cloud SaaS

Omnichannel CX and contact centre solutions provider Genesys is rebranding its flagship software as a service (SaaS) offering. The company is changing the name of PureCloud – the world’s leading public cloud contact centre platform – to Genesys Cloud. The move is to reflect the evolution of...

Customer-Centric or ‘Channel-Centric’: Knowing the Difference

With the ongoing advances in digital media, I often see organisations claiming to be “customer-centric”, when in reality they are being channel-centric. In the search for giving the best-in-class Customer Experience, do you understand the difference? With a new decade upon...

Third of Firms Targeted in Cyber Attacks ‘Took no Action’ in 2019

Almost a third of British firms hit by cyber-security attacks last year chose to ignore them, new research has revealed. Thirty-two percent of UK companies said they took “no action” after an online security breach in 2019. despite this type of...

Why Restaurants Must Embrace Personalisation and Serve up the ‘Guest Experience’

Over the past few years, personalisation has emerged as one of the most dominant and prolonged trends in marketing, favoured by both big brands and small brands alike. In fact, you’d be hard pressed to find a marketing team that doesn’t employ some kind...

The Good, the Bot, and the CX: Freshworks Examines AI in new Report

Customer engagement software specialists Freshworks has shed light on how customers interact with AI tech such as chatbots in an insightful new report. In AI in Customer Service: A Survey Report from Europe, responses from 6,000 customers and 800 senior business leaders across the...

Digital-First Futures Being Driven by Younger Customers, Report Underlines

Companies must provide digital-first omnichannel experiences to meet consumer expectations and effectively compete in the experience economy. That is the key takeaway from the third annual 2019 NICE inContact Customer Experience (CX) Transformation Benchmark report, which details how understanding younger generations’ use of – and...

Retail and the Data Revolution

What’s really driving the change in how we shop? As we dive head-first into the holiday season, we can expect to see a familiar set of stories about the changing face of the retail industry. Headlines will no doubt focus...

ContactEngine: Facilitating the Future of Customer Conversations

2019 has proven to be a successful year indeed for the conversational AI experts at ContactEngine, which is leading the vanguard in changing the fundamentals of how 21st-century customers interact with brands. It’s been a year in which their trophy shelf...

UK Trails Europe on AI Adoption

The UK is trailing behind Europe in customer service as brands race to adopt AI technologies to transform how they engage with customers, according to new research. Customer engagement software firm Freshworks found that just over half (54 percent) of UK...

Black Friday is Changing – and so Should Your Ecommerce Approach

It might seem counterintuitive to suggest that major retail periods like Black Friday and Cyber Monday would boil down to anything other than price for consumers. But as competition between brands gets tougher and tougher year-on-year, and sales periods start...