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…
Customer Experience
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…
5 Ways of Improving your Customer’s Experience
For any business, the experience you provide customers through your contact centre, and the journey they have with you has…
How to Improve Customer Satisfaction with Self-Service
How to Improve Customer Satisfaction with Self-Service – Martin Cross CTO at Connect Managed Services explains how this can be…
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…
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…
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 &…