Connecting Moments Between Brands and Customers

Chatbots: why it’s too soon for another cog in the contact centre

Barely a week goes by without someone asking us about cognitive technology. With capabilities like visual recognition, natural...

Genesys Cloud: One Platform to Power Innovation and Personalisation

The businesses we work with come in all sizes and sophistication stages worldwide, representing many different industries. Yet,...

5 Ways the Right Platform Can Take Your CX to the Next Level

Today's customers use all sorts of channels to interact with businesses. Voice, chat, email, web, mobile, social – the list...

Telepathic service starts with contextual insight

It’s a familiar tale of woe that we can all empathise with. You order a fairly pricey (but fragile) wedding gift, which arrives...

Xperience Career Growth: How to Convince Your Boss

You’re convinced that G-Summit Europe is a must-attend event, and we really want you to  be there. Now, it’s time to...

Register for G-Summit Europe Customer Experience Conference

They say a picture is worth a thousand words, but an experience lasts a lifetime. It just so happens that with nearly three...

Is first contact resolution a myth?

Hand on heart: how often does your service team address the customer’s need the first time they call? Is it the most important...

Look straight ahead: crossing the bridge to next-gen customer engagement

As competition for spend intensifies, customer experience has become the new battleground. Retailers are under pressure to forge...

Your customers are talking. Are you listening?

You don’t have to be a great listener to be an order taker. But if you want to nurture real loyalty—the sort that inspires...

CX in Retail: Future-proofing your customer experience

Customers have more choice and control than ever over how they interact with you, so it’s vital to work out how to provide...

CX in retail: experience is the new branding

Today’s consumer can buy whatever they want, wherever and whenever they want. Customer experience has become the new...

It’s Time to Talk About AI Ethics

“Ethics is knowing the difference between what you have a right to do and what is right to do.”Expressed with such...

Is Your Retail Contact Centre as Customer-Obsessed as You

All retail contact centre staffers want to give great service. It’s why they stay in the job — and why the best ones are...

How to Build and Manage a Cost-Effective, Flexible, and Scalable Retail Contact Centre

The warmth of an agent’s greeting. The assurance of a concise SMS. The micro-content on a web form. The customer experience is...

How to Drive Real Value from AI in Your Retail Contact Centre

Artificial intelligence. Machine learning. Predictive analytics. Abstruse and technical? Perhaps — but you don’t need to get...