Category: Trending Stories

Ageas UK CEO delivers profits and customer experience

Ageas has been on a journey. Its decision in February 2022 to sell its commercial insurance business to Axa UK and Ireland for an initial £47.5 million, left the firm committed to its personal line insurance business. To grow, Ageas decided...

The next phase of privacy: consent management

While privacy has always been important, the introduction of the internet and the proliferation of connected devices has taken it to a whole new level. Whether engaging on social media or conducting online transactions, each interaction leaves a digital footprint. The...

Liquid expectations reshaping entire industries

You’ve just enjoyed a seamless Amazon shopping experience. With one click, your order is placed, paid for, and enroute with real time tracking updates. Later, you apply for a personal loan at your bank, only to face a maze of...

Building Loyalty in a World That Won’t Wait!

There I was, picking out my usual dinner treat after a long day, just like every night. But tonight, as I waited for my order, it struck me: I’ve developed an emotional connection with Careem Eats – a food delivery...

Converting traffic into loyalty: Strategies for acquiring and retaining high-quality audiences

With digital competition fiercer than ever, the race to acquire traffic has evolved into something far more strategic: building customer loyalty. Brands no longer just face the challenge of drawing consumers in—which became a big focus after the pandemic —...

Exinity’s AI-chatbot project boosts call deflection rate

Two years ago, the team at Exinity, an online brokerage firm, was looking at its customer pain points. The business, which has over two million clients, in 150 countries, was handling a huge volume of live chats across its team...

CX ‘godfather’ Bruce Temkin receives Lifetime Achievement Award

Industry legend Bruce Temkin flew into London to pick up the Lifetime Achievement Award at the International Customer Experience Awards (ICXAs). The black-tie ceremony took place at the Park Plaza London Riverbank, and was attended by over 250 leading CX...

4 Myths about contact centre consumption-based billing that need to be debunked in 2024

You’ve just added a cloud service for your 500 headcount contact center, entering into a per-seat agreement with the vendor. While the seat-based model may appear to offer a flat recurring expense, it’s costing your organisation more than you realise....

Bruce Temkin wants to change how you think

Bruce Temkin has done as much as anyone to define customer experience thinking. Having left Qualtrics at the start of the year, the industry veteran is embarking on a whole new adventure. And it might be his biggest challenge yet....

People powered business success

COVID was a hard reset on life and business. First it stopped everything, and then it changed everything. Nearly five years later, the scale of change brought by the pandemic has started to recede as many businesses attempt to corral staff...