Omnichannel

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...

5 Key Criteria for Customer Journey Shaping

Maps and statistics don’t always provide real-life guidance. Statistically, it rains on Mondays in the Netherlands, but last...

If You’re Using CRM Without Omnichannel, You’re Doing It Wrong

CRM software has established itself in the marketplace as the best option to manage customer information. It makes data more...

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...

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....