Customer Engagement set to get smarter in 2019
CX solutions leader Sabio expects there to be an increased focus on AI, Augmented Human Interactions and Voice of the…
Customer Experience
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…
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…
Delivering Exceptional CX Through People, Process & Tech
Delivering an exceptional customer experience through people, process and technology – a three point plan As new technologies and changing…
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…
Challenging year ahead, customer experience is key
A challenging year ahead for UK brands, customer experience will be key Graham Stein, managing director of Parseq’s Contact Centre…
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…
Customer Journey Mapping: 3 Steps to Boosting Loyalty
Customer journey mapping: three steps to boosting loyalty Parham Saebi, Head of Client Relations, CRM Solutions at Arvato UK &…
The State of Customer Experience 2017 – Download
The State of Customer Experience 2017 – Digital interaction will overtake voice by 2020, but is the contact centre industry…
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….
Yonder: Mixing Live Agents With Automation
A recipe for success: mix live agents with automation for seamless customer experience – Graham Ede, Yonder Digital Group As…
Challenges of Delivering the Digital Customer Experience
The Challenges of delivering the digital customer experience within contact centres About the only thing that’s constant in business today…
Agent Journey Mapping: The Secret to Even Better CX?
Customer Experience (CX) remains top of the priorities list for many contact centre leaders as organisations strive to stand out…
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…