Customer Experience

Generative AI’s impact on channel-less shopping experiences

Generative AI’s impact on channel-less shopping experiences

When customers interact with a business, they don’t think about channels and how and where that interaction is happening – they just want a good, personalised experience. Which is why a channel-less...

Quarter of employees feel the effects of discrimination

Quarter of employees feel the effects of discrimination

One in four employees said they have felt held back in their careers due to discrimination in relation to either their ethnicity, sexuality, religion, age or gender, revealed in a new study by recruiter, Barrington...

Innovation in the payments sector 

Innovation in the payments sector 

We hear from Lee Atkinson, Chief Operating Officer at Modern World Business Solutions on the current innovation landscape within the payments sector.  The payments sector has been transformed in recent years,...

Majority of customers in UAE want to know if they’re communicating with AI or a human

Majority of customers in UAE want to know if they’re communicating with...

Salesforce, a global leader in CRM, released the State of the Connected Customer report, sharing insights from 14,300 consumers and business buyers across 25 countries – including 650 from UAE. The report...

National Customer Service Week 2023: delivering excellence across new frontiers

National Customer Service Week 2023: delivering excellence across new...

Designed to celebrate great customer service and raise awareness of the vital role it plays in successful business practice, National Customer Service Week is an event that impacts every organisation. Claire Rowland,...

Small businesses are missing the mark with trend-savvy Gen Z customers

Small businesses are missing the mark with trend-savvy Gen Z customers

Small businesses face an uphill battle in capturing the hearts of younger customers, as a mere 22% of Gen Z believe their customer service rivals that of larger competitors. This is particularly concerning for smaller...

Generative AI’s impact on channel-less shopping experiences

Generative AI’s impact on channel-less shopping experiences

When customers interact with a business, they don’t think about channels and how and where that interaction is happening – they just want a good, personalised experience. Which is why a channel-less...

Improving customer experience without breaking the bank

Improving customer experience without breaking the bank

Projects have always been a popular way to organise software development and funding. However, this approach can be restrictive for organisations of all sizes, including small and medium sized enterprises (SMEs), and...

Take a deep dive into your customer data

Take a deep dive into your customer data

Customer data can reveal so much to companies about their products and services, but it is often ignored and not analysed. Jonathan Sharp, CEO at Britannic, explains how businesses can use this data, with the help of...

How to create outstanding customer experiences in the 2020s 

How to create outstanding customer experiences in the 2020s 

The 2020s are proving to be the decade of exciting and revolutionary technology within reach of businesses that are willing to adapt to use it to improve customer experience. Here, James Frampton, SVP and General...

AI is the power tool of CX 

AI is the power tool of CX 

A new global research report from MIT Sloan Management Review (SMR) Connections, Delivering Experiences That Win Business and Build Loyalty: CX Champions Share Their Strategies, sponsored by SAS, has...

The optimal sales tech stack for SMEs 

The optimal sales tech stack for SMEs 

Customer experience is vital for ensuring successful sales. Shabri Lakhani, CEO of SalesWorks, talks to us about optimising sales technology for SMEs, such as having a strong CRM, contact database and automating...

KoinWorks increases CSAT scores by 60% with Freshdesk

KoinWorks increases CSAT scores by 60% with Freshdesk

An Indonesian FinTech start-up has leveraged the Freshworks platform to drive automation and analytics for an omnichannel customer experience. From a peer-to-peer financial lending start-up in 2016, KoinWorks has...

Optimising the customer journey

Optimising the customer journey

UK-based companies, HGS and Engage Hub partnered with The Pensions Regulator to streamline the customer experience and allow the company to drive improvement to employees’ pension scheme management. Julie...

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