Tag: Customer Experience

Global Futurists: Episode #2 Mitali Chopra

In Summary: Mitali Chopra An Engineer turned Global Business leader turned Leadership & Business Coach ! Every passing year , my belief gets stronger that life is about creating meaningful and positive impact. Coaching talented leaders to achieve their true potential gives me that...

Global Futurists: Episode #1 Dr Yvonne Thompson

In Summary: Dr Yvonne Thompson CBE FRSA, FSGCW,FKCL Game changer, campaigner, activist, she has over 33 years, experience in the Communications, Marketing and PR industry, advising corporates, public sector, educational establishments and government championing equality, diversity and inclusivity in the workplace. Honoured by...

The Future of IVRs is No IVR At All

IVRs were invented in the 1960s as a way for businesses to automate the previously manual process of routing calls to the relevant departments. With the introduction of touch-tone dialling, the integration of IVRs into businesses ramped up in the...

2020 UK Complaint Handling Awards: Meet the Winners

The 2020 UK Complaint Handling Awards have taken place in London, celebrating the people, companies, and initiatives behind some of the best customer service operations in Britain. Hosted by Awards International – holders of an Independent Awards Standards Council Gold Trust Mark...

Contact Centre Superheroes Need Saving Too

Anyone who has worked in the complaint handling industry will tell you that like any job, there are good and bad days. What isn’t like most other jobs is the emotional weight placed on a complaint handler when they have...

Why a Connected CX Must Embed Itself Into Brand Marketing in 2020

The relationships between brands and consumers have changed. The way we consume products, services, and even marketing messages is not the same as before. The proliferation of smartphones and tablets, along with the rise in value of the subscription economy,...

TTEC Announces Pega Partnership for Contact Centre ‘Transformation’

Digital CX technology and services company TTEC has announced a strategic partnership with software firm Pegasystems, Inc, to offer clients “industry-leading digital transformation solutions” to optimise Customer Experience within their contact centres.  With the partnership, Pega’s intelligent automation and customer engagement suite, combined...

Why I Love Complaints

‘Complaint’ has traditionally been seen as a dirty word; whispered within organisations and one that most senior staff would have done anything to avoid admitting applied to them. The negative connotations that came with complaints meant that for years, anyone...

2020: Celebrating Five Years of the CX Masterclass

The Customer Experience Masterclass is preparing to celebrate its fifth year of providing unparalleled CX knowledge to audiences in the UK and beyond. 2020 will mark five years since the founding of the Masterclass, and January will see international consultant and...

The Importance of Self-Awareness

Have you ever missed an opportunity only because you didn’t know that you could have made it once you think positively about your hidden powers? It’s crucial for anyone to know how important it is to start thinking and improving...