How Can Service Providers Deliver More Contextual Options?
How can service providers deliver more contextual options for consumers? Patrick Joggerst, Executive Vice President and Chief Marketing Officer, Ribbon…
Customer Experience
What is a Single Customer View? Why Should You Care?
Imagine if, when you talked to a friend on the phone, you forgot everything you knew about them from your…
Resistance to Change is Nemesis of Customer Experience
Resistance to change – the arch nemesis of customer experience According to Patrik Vesterberg, at Teleopti, tried and tested isn’t…
How to Use Chatbots to Enhance Customer Experience
How to Use Chatbots to Enhance Customer Experience – Tony Dolan, Head of Marketing at Connnect Managed Services The lowest…
CX & Contact Centres: What Will Change in 2019?
In 2018 it was predicted that voice would soon be dead and that the only sounds heard in contact centres…
Five Habits of Highly Effective CX Professionals Revealed
The five habits of highly effective CX professionals revealed in new industry report – State of Customer Experience 2018 survey…
NICE Unveils Journey Excellence Score Measuring Omnichannel CX
NICE Unveils Journey Excellence Score, the First Metric Measuring Omnichannel Customer Experiences NICE have announced the Journey Excellence Score (JES),…
Marks & Spencer Enhance CX Through Rant & Rave
Marks & Spencer enhances customer experience through Rant & Rave partnership Retailer implements technology to understand and respond to customer…
Disconnected Systems are Destroying Customer Experience
When asked, most executives would indicate that one of their strategic priorities is to deliver an excellent customer experience (CX)….
Motivate Employees in a Customer Experience Transformation
How To Motivate Employees in a Customer Experience Transformation – Cameron Smith, Global Director of Solution Strategy for Employee Engagement Solutions…
Customer Experience – Getting the Two-Way Connection Right
Customer Experience – getting the two-way connection right By Fabrice Martin, SVP, Marketing and Product Management While much attention is…
Setting Out On A Proactive Engagement Journey
Setting Out On A Proactive Engagement Journey – VoiceSage’s John Duffy looks at how the proactive journey can be started…
Online Retailers in the dark about ‘Vampire’ Shoppers
Latest research by Yonder Digital Group reveals that online retailers are failing to provide customers with CX at key shopping…
New Tech Will Power Memorable Customer Experiences
New tech will power memorable customer experiences Parham Saebi, Head of Client Relations, CRM Solutions at Arvato UK & Ireland….
Customer Experience More Important than Great Products
British Study Finds Customer Experience is More Important than Great Products Seventy-six percent of UK consumers say having a positive…
Very Best Customer Experiences The New Competitive Advantage
Very best customer experiences – the new competitive advantage Jeremy Hamill-Keays of Teleopti takes a look at a favorite subject…
UK Customer Experience Improves First Time in Three Years
Customer experience in the UK has improved for the first time in three years, according to new research published today…
Kura asks What Will Customer Experience in 2020 Look Like?
Delivering a fantastic customer experience is the holy grail of the contact centre in the 21st century. As brands, products…
Improving Your Customer Experience in Three Simple Steps
Today’s consumer is well informed, with high expectations and more likely than ever before to share their dissatisfaction publicly when…