Omnichannel

CX Heroes: A Year in Review

Most of the experiences you’ve had with customer service probably have been unremarkable. But, every once in a while, you have...

Don’t Struggle Through Cloud Call Centre FOMO

FOMO — fear of missing out — can strike at any time, even in the call center. You’ve read the reports and case studies...

Top 8 Challenges for Small- and Mid-Sized Contact Centres

No matter what business your contact center serves, your ultimate goal is to deliver a great customer experience. That means you...

‘Tis the Season to Be a Scalable Contact Centre

Remember when Black Friday was actually just on Friday? I do. And I remember my local supermarket setting up for purchase returns...

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...

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

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

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...