Make Sure your CX is Switched on During the Big Switch-Off
In 2015, British Telecom (BT) announced it would be switching off the UK’s legacy PSTN and ISDN networks by 2025,…
– Customer Experience
3 Ways to Create a Kinder Customer Experience
Speech analytics has long been used to determine moments of truth in the customer journey. Today, they are helping to…
Customer Experience Sector in Ireland – New Report
IDA Ireland Launches new report on Customer Experience Sector in Ireland – Automation and “Chatbots” to transform contact centre industry…
How to Personalise the Customer Experience
Recent independent research by Opinion Matters showed that customers want to know why you’re calling them and where you got…
So what is this Customer Experience all about?
What is Customer Experience? Peter Tetlow, Client Solutions Director at Ventrica, explains his take on what customer service is for…
EDF Energy Appoint Odigo to Support Contact Centre
EDF Energy appoints Capgemini’s Odigo to support its customer service operations Capgemini have announced that it has signed a contract…
Customer Experience in a Contact Centre is Everything
That the customer experience counts is not news to anyone, but it is easy to underestimate just how central to…
UK Customer Experience Decision-Makers Guide
The 2019 UK Customer Experience Decision-Makers’ Guide is based on hundreds of surveys with UK businesses, and thousands of interviews…
Pets at Home Deploy Intuitive CX Technology
Pets at Home to deploy intuitive CX technology to bolster overall customer satisfaction – Real-time feedback and analysis of customer…
Customer Experience is Key to Brand Success
New Report by Fonolo Finds Customer Experience is Key to Brand Success in 2019 A new report, “Customer Experience Trends…
Customer Experience Falling Short Across Multiple Channels
Customer Experience Falling Short Across Multiple Channels, Serenova Market Research Finds – 77% of Respondents Report Bad Customer Experiences within…
Companies Struggle to Meet Customer Expectations
The Digital Achievement Gap: Companies Struggle to Meet Customer Expectations The Zendesk Customer Experience Trends Report 2019 shows discrepancy between…
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…
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),…