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HGS enables Form1 Partners to bring cutting-edge solutions to clients

Hinduja Global Solutions (HGS), a leader in technology-led customer experience (CX), has partnered with Form1 Partners, a leading commercialisation partner for B2B tech scale-ups and trusted source of breakthrough technology driving our digital future, to enable the company to bring the best,...


Editor’s Question: How can SMEs create a fantastic customer experience?

We have all been there as a customer – let down by a company when it comes to customer service. Often it relates to an issue which crops up and the issue is not dealt with in a timely and efficient manner. It can also have a lot to do with the availability of the […]


Quadient expands cloud-based mail and shipping offer to SMBs

Quadient, a leader in helping businesses create meaningful customer connections through digital and physical channels, has announced the release of its latest intelligent, cloud-based mailing and multicarrier shipping solution: S.M.A.R.T. Essential. This new subscription-based solution brings...


FinTech brand sounds the alarm for impersonal online checkouts

In the swiftly changing tides of e-commerce, a new report indicates that the traditional online shopping cart is facing obsolescence. Alarmingly, statistics reveal a staggering 78.1% downturn in businesses that rely solely on online checkout processes with no alternative transaction...


Post-purchase delivery communication proves critical for avoiding negative reviews

Two-thirds (64%) of customers will leave a negative review when their delivery is delayed or they receive an unsatisfactory response to a ‘where is my order’ (WISMO) query, highlighting the critical role of real-time post-purchase delivery information and customer communication in...


South African start-up revolutionises moving industry with AI-powered ChatGPT integration

Wise Move, an online moving platform in South Africa, is revolutionising the South African moving industry by becoming the first online platform to harness the power of OpenAI’s ChatGPT through Artificial Intelligence (AI) integration. The company’s cutting-edge technology provides...


Financial downturns – how can CX leaders help their organisations emerge stronger?

Bill Staikos, Senior Vice President, Evangelist and Head of Community Engagement at Medallia, talks to us about the steps CX leaders can take to successfully get their business through times of economic turbulence. The last few years have been challenging in more ways than one and our economy has...


Roses Only achieves record customer retention with Macquarie Telecom

One of Australia’s leading online flower delivery service, Roses Only, has reported record customer retention, doubled orders, mitigated the impact from the Brisbane floods and is looking at business expansion with support from Macquarie Telecom. Roses Only employs around 300 staff and has...


Customer experience trends to look out for in 2023

The continued growth in online shopping means brands are more under pressure than ever to provide sleek digital experiences. So, what should companies look to improve and invest in with regards to customer experience in the year ahead. Five customer experience professionals from leading brands...


Is this the end of customer loyalty?

Over half (56%) of Brits have switched from a favourite brand they were loyal to due to increased inflation and the cost of living crisis, while one in five shoppers (19%) agree that they can ‘no longer afford to be loyal’. That’s...


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