Category: Uncategorized

Genesys Names New CFO to Propel Cloud Business Forward

Genesys, the global leader in cloud customer experience and contact centre solutions, announced Brian Swartz as its new chief financial officer (CFO). Swartz brings more than 20 years of experience driving strategy and business performance at both public and private companies as well as...

Yearning for Human Engagement: Customer Service in The Next Normal

Human interaction is critical to our wellbeing, which is why many of us struggled with the COVID-19 lockdown. As Nicholas Christakis at Yale put it “The world called on us to suppress our profoundly human and evolutionarily hard-wired impulses for...

UK Complaint Handling Awards: 2021 Entries now Open!

Entries are now open for the 2021 UK Complaint Handling Awards, Britain’s biggest celebration of CX-inspired initiatives to resolve consumer problems. 2021 will be the fifth year of the UK Complaint Handling Awards, this time held fully online, from start to...

Keeping Experience in Mind: The Neuropsychology Behind Customer Journey Maps

Brands are often missing one key piece of data that will bring them the greatest customer benefits. Typically brands know the age, gender, spend, location, online duration time, and basket contents of their customers. This is useful transactional information – but...

The Very First ONLINE IBX Networking Meeting

Awards International, the host of more than 10 awards programmes in the UK, UAE, Netherlands and Germany, is organising the very first ONLINE International Business Excellence Networking Meeting on 10 August at 6 pm Dubai Time. IBX Networking Meeting will gather...

Living the Change: Continuous Transformation in the Experience Economy

We are living in non-linear times. In the past, we had enough time to learn and analyse events, in order to initiate actions in the present that will secure our future. Today, the problem is that when you try to learn...

Huawei Announces Partnerships with Samsonite and Kircher

Huawei Consumer Business Group (BG) has announced new partnerships with global brands Samsonite and Karcher to expand the 1+8+N ecosystem with new additions every week. Huawei has a proven track record of collaboration with global brands, including partnerships with Leica and...

The Future Is In The Cloud: An Interview with Jeremy Payne

Group VP of Marketing & Alliances at Enghouse Interactive Jeremy Payne took the time to discuss with Customer Experience Magazine why organisations should consider moving their contact centre to the cloud and what the common misconceptions are that people often have...

Staying Connected in Times of Crisis: How Contact Centre Services are Keeping Human Interaction Alive

During these challenging times, every industry has had to evolve and react to rapid changes in customer behaviour. Contact centres have been at the forefront of this shift and have been faced with unprecedented call volumes. While the UK looks to...

Winners Announced: UK Business Awards 2020

The 2020 UK Business Awards took place on Zoom last Thursday, celebrating the people, companies, and initiatives behind some of the best businesses in Britain. Hosted by Awards International – holders of an Independent Awards Standards Council Gold Trust Mark – the live...