Customer Experience

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...

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...

Summer Reading: Four Books to Reshape Your Contact Centre Strategy

I’ve always had a deep fascination in what makes people tick. I also enjoy following how technology assists our behavior and...

Call and Contact Centre Expo 2018 Round Up

Digital transformation was the theme of the week at another inspiring exhibition of innovation at Call & Contact Centre 2018...

What To Expect From Call and Contact Centre Expo 2018

We’re counting down the hours until Call & Contact Centre Expo 2018 at the ExCeL on March 21 and 22 in London where...

The Next Best Action for Genesys: Acquiring Altocloud

Who doesn’t want to grow their customer base? Or reach customers in a more meaningful way at precisely the right moment? What...

Increase Your Contact Centre Fitness with an Omnichannel Desktop

Getting fit has never been so fun, especially on two wheels with the wind at your back. As more and more health conscious...

Can You Offer Triple A-Rated Customer Experiences?

In the financial world, a Triple A, or AAA, rating means a company or country has been given the highest level of credibility. In...

Can poor customer service cause the demise of an entire industry?

Recently, I decided to end a contract with a company whose services I have used for many years (I won’t name them here). I was...

Celebrate! Diversity, Creativity and Community in the Customer Experience

Each year we crescendo towards the last bank holiday of the year – the peak of summer and host to the UK’s biggest party....

Inspire and Connect: Customer Engagement Transformation

Competing in the ever-evolving world of customer engagement requires a savvy, collaborative approach. Kick-starting the second...