Tag: Customer Experience
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...
The Secret to Winning Awards: A Judge Offers Valuable Insight
Awards judge Di Mayze offers exclusive insight into entering awards and preparing and delivering the best presentation possible, to help your company get the most out of their experience ahead of the Gulf Customer Experience Awards… I’m not an awards expert...
Artificial Intelligence or Real Intelligence: What you Need to Know
It’s hard to go anywhere nowadays without coming across the topic of artificial intelligence (AI). The subject is all over the media, while it is hard to find a presentation deck (on any subject) that does not mention it. However, an...
Quality: The Pillar of Customer Experience
Companies are shooting themselves in the foot consistently when it comes to their Customer Experience. Why though…and how do we help them improve? In the past 18 months, we’ve seen several major Customer Experience (CX) blunders from big brands. Three that come...
Seven Ways AI Transforms Your Contact Centre Team Into Superheroes
Far from replacing people, artificial intelligence (AI) has the power to enhance employee engagement and productivity and customer interactions in one go. New technology inevitably changes lives. However, rather than fear robots replacing front line customer service representatives, it’s time to...