Customer Experience

4 Guidelines to Ease Your On-Premises to Cloud Journey

There’s a clear advantage to moving your customer experience ecosystem to the cloud. For traditional on-premises customers,...

The future of the contact centre: evolution or revolution?

There are already countless commentary pieces offering technology predictions—the growing use of chatbots and AI, connected...

Your 7-step programme for CX transformation

We’re all somebody’s customers. We know how we like to be treated and we’ve all had experiences that have influenced our...

Are you managing customer relationships or customer experience?

As consumers become more astute, sophisticated and demanding, retailers are having to adjust the way they measure success from...

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...

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...