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Today’s complex contact centre space demands intense levels of front-line support and meaningful voice and digital interactions. Outsourcing has always been an alternative for contact centres looking to save money, but at the cost of...
We live in a world where everything but experience is being commoditised, and experience delivers greater returns when done well. That’s why organisations need customer-centric leadership to drive a customer experience (CX) culture from...
The financial services industry is working hard to digitise customer services. But by focusing more on services that reduce costs rather than improve customer experiences, many banking institutions are at risk of losing out to customer-focused...
The holiday season is fast approaching, and many organisations are anxious about what’s around the corner. This time of the year retailers are faced with waves of customers craving new products, holiday sales, and returns that can overwhelm...
Many organisations say that their employees are their most important assets, but few really know how their employees are feeling, or the effect those feelings on their performance and loyalty. Emotional connections have a significant effect on...
Omnichannel success has become more than a buzzword—it’s the customer experience goal of many businesses. But organisational silos, data integration gaps, and many other challenges often prevent companies from turning their omnichannel...
Here we are everyone, just a few weeks ago we all had the amazing opportunity to watch one of the greatest World Cups unfold. And despite my Scottish roots, the public couldn’t be any prouder of England’s success and newfound talent....
The moment has come, and The World Cup has already shocked and awed since we last highlighted some fantastic brands that scored in their marketing campaigns. And now that everything’s underway your favourite teams have probably had their...
Retailers today face an unprecedented rate of change. Many shopping centres are empty, e-commerce is taking a larger share of the pie, and consumers are spending more on experiences than products. Media reports have been quick to label these...
If you haven't heard about the EU's General Data Protection Regulations (GDPR) by now, where have you been? Coming into effect on 25th May, GDPR affects any organisation that holds or processes data on EU citizens and gives significant...
We like to think we’re capable of making purely logical decisions - but we’d be lying to ourselves. Studies show that many of our decisions are greatly influenced by emotion. And while marketers have long understood this fact, savvy...
The world of work is changing; becoming faster, smarter, and more connected. Just look at Uber, one of the world’s largest transportation companies which owns no taxis, or VRBO, a large accommodation provider with no real estate. Innovation...
From retail to healthcare, artificially intelligent bots are supporting customers in more and more industries. According to Tata Consultancy Services, 32 percent of major companies are currently applying artificial intelligence to customer service...
In a world where many products and services are now seen as commodities able to be purchased anywhere, from anyone, and only when needed, many organisations are struggling to find and retain customers. So, when your product is no longer the unique...
Every year the latest technology makes our lives faster, more mobile, and a little less human. And the same can be said for business. As the proliferation of channels, data, and innovation make transactions more complicated, businesses tend to...
.masthead-blog {background-position: center bottom !important;}Have you stuck to your New Year's resolution? If not, you're not alone. U.S. News states that 80 percent of Americans abandon their resolutions by February.One resolution that...
In the realm of big data analytics, there is an urgent demand for systems to evolve its artificial intelligence (AI) with emotional intelligence. Understanding customer’s emotions is key. The ability for businesses to not only see, but also...
In a few months, the EU General Data Protection Regulation (GDPR) will come into force, overhauling how organisations around the globe handle personal information. When this happens, businesses will have a choice: to treat the GDPR purely as a...
It’s thought that the term ‘Big Data’ was first used at the end of the 1980s but the last few years has seen a rise in an additional phrase: ‘Data Lakes’ - large scale repositories of data held in their raw or source...
To survive in today's increasingly competitive customer landscape, businesses have seemingly flocked in droves toward the latest tech trends such as in AI (artificial intelligence) and chatbots. So much so that it seems companies are enforcing...