Giving the customer control of the contact centre experience
Experience customisation is an innovation that’s blossoming in the 21st century. Technology has advanced to the point where a technologically-delivered…
Customer Experience
Dreams To Elevate Customer Experience To Unrivalled Levels
– New all-in-one platform from Netcall will replace existing siloes and unite service channels The UK’s most recommended Bed Retailer,…
Sabio Discusses the Frustrations of CX in 2020
Sabio Discusses the Frustrations of CX in 2020 – Conversational User Interfaces, smarter Journey Analytics and augmented voice set to…
The New Era of Customer Experience Intelligence
Teleopti, a Calabrio company, shares a 5-point plan for the new era of Customer Experience Intelligence CX has also totally…
Free Download – CX Decision Makers Guide 2019-2020
Create exceptional customer experiences and set yourself apart from your competition What do my customers want? Customer experience impacts all…
The Changing Landscape of CX in Contact Centres
The changing landscape of customer experience in contact centres and why brands are still getting complaint handling wrong – Customers…
Purpose-Built CX Ensure Banks Meet Needs of Customers
Purpose-Built CX Platforms ensure banks are meeting the needs of vulnerable customers within the contact centre environment says Clarabridge FCA…
Hyper Personalisation Transforms Customer Experience
Hyper personalisation transforms the customer experience – Contact centres failing to provide a hyper personalised experience for its customers will…
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…
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…
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: So What Should We Really Be Measuring?
Customer Service Management: what should we really be measuring in the contact centre? Customer experience (CX) has become a priority…
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…
3 Lessons in Enhancing the Customer Experience
3 Lessons in Enhancing Customer Experience from a Leading UK Water Provider We’re in the midst of the Age of…
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…