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Consumer values are continuously evolving and are vital to any business, especially to SMEs. Chris Sparling, CX Strategy Director at Reputation, talks to us about why customer experience matters and how start-ups can provide a positive one.   Customer experience (CX) is a vital part of...

Jeremy Paton, Team Engagement Solutions Lead, APAC, Avaya, examines how evolving consumer habits and expectations can affect the cybersecurity of businesses while staying compliant.  Australia’s appetite for digital services is rampant. While there’s still a time and place for...

Emplifi, a leading unified customer experience platform, released 7 Key Consumer Expectations Impacting Social Media Success Today, a report outlining generational insights into how different groups engage with brands, specifically in regard to social shopping and CX. Surveying more than 1,000...

Customer contact centre operations are set to undergo transformation to improve customer experience (CX) delivery, finds new research from  Frost & Sullivan. Commissioned by  Webhelp, the study of over 1,000 senior customer experience management professionals finds...

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 revealed that customer experience (CX) champions gain better returns from...

3radical, a leader in audience engagement and consented data solutions, has announced the launch of its annual consumer survey report. As consumers become increasingly aware of the value of their personal data, this report uncovers the gaps between consumer expectation and personalised brand...

Emplifi, a leading unified customer experience platform, has released, 11 key things consumers expect from their brand experiences today, a new report which reveals that the majority (90%) of UK consumers will leave a brand they were once loyal to after only two or three bad customer service...

According to new research released by  Zendesk in partnership with Enterprise Strategy Group (ESG), companies that have continued to invest in their customer experience (CX) over the past year are 10 times more likely to have maximised their resiliency during the pandemic and...

Puzzel, a leading European Contact Centre-as-a-Service (CCaaS) provider, has announced its expansion into the Netherlands to meet a growing demand for enhanced, smart customer experiences in the market.  The move will see Puzzel hire a dedicated team in the Netherlands, as well as investing...

In today’s increasingly digital-led way of life, retailers, service providers and other businesses are digitalising more of their operations and dealing with customers across a range of channels – whether it’s via a website, mobile app, email and other messaging formats, social...