Blog Squad

Employee Engagement Summit – View from the Hall 2 Chair

I had the pleasure on Thursday 20th April of chairing one of the two streams for the annual Engage Employee Summit. What makes an experience like this slightly daunting for a chair is seeing a room packed to the rafters with senior leaders from the Engagement world with high expectations – raised all the higher […]

CX Gets Personal

James Bolle, Head of Client Services EMEA at leading customer experience business InMoment, shares his thoughts on the need for greater brand personalisation. Today’s customers want personal and reciprocal relationships with brands. What this means might surprise you. Our report, 2017 CX Trends, includes insights from 20,000 consumers and 10,000 CX leaders across 12 countries. […]

The new era of marketplaces in multichannel retail

By Ian Jindal, experienced multichannel retailer and Editor-in-Chief of InternetRetailing It’s a new era for marketplaces and retailers, after many years of debate and unease between the two. Once seen as a platform for SMEs, artisan businesses and niche retailers, marketplaces are now becoming a powerful force within the retail industry. You only have to […]

Rescue your business from the soulless language of CX

Here’s something mildly ironic. Customer experience, the discipline that wants to put emotion and how people really feel at the heart of business, is terrible at communicating. There’s no excuse for it. CX people understand that our gut emotional reaction is crucial to how we behave. And they know that breaking down internal barriers and […]

Mark Hilary

Innovation And Agility Offers A Bright Future For El Salvador

I was speaking today in San Salvador, El Salvador, at the 2017 Investment Summit hosted by Proesa, the national export and investment promotion agency. The summit was a big event in El Salvador – for the first time ever president Salvador Sánchez Cerén came and opened the conference – speaking about opportunities for international trade across a wide […]

It’s time to focus on the People

In the contact centre industry there is a constant drive to improve. Improve first time call resolution, improve average handling time, and improve systems through technology. But where do people fit into all of this? There has been such a strong emphasis on metrics and technology as key components for improving contact centre efficiency for […]

PUTTING INTELLIGENT ASSISTANTS IN CHARGE OF MANAGING PERSONAL DATA

Personal data is the mother’s milk of all nascent intelligent assistants. That image may be a little more graphic than most of us would like, but it provides a certain framing for a discussion of the sanctity of the relationship between an individual and virtual agent. The best agents, both virtual and live, best serve […]

Beyond Banking: The Rise of Social Finance

Steve Bell, VP Solutions Consulting, EMEA, Verint The banking industry has had a major face-lift over the past decade. What once was a sector reliant on face-to-face and telephone interactions, is now being driven by digital platforms. As a result, branches are closing up and down the country. Furthermore, digitally driven banks such as Monzo […]

Can data consent be used to re-establish trust of organisations?

Data, and the use thereof, is growing exponentially as the sheer amount of data available increases. It has become even more valuable a commodity to businesses and their marketeers forging better relationships, based on trust, in this new data-driven economy; building more detailed customer profiling, and setting highly targeted and relevant campaigns. However, consumers are […]

Personal And Proactive: The Reality of Today’s Contact Centre World

VoiceSage’s John Duffy shares some fascinating details of an important industry-wide probe into what’s happening in terms of current customer contact centre outreach Ever conscious of the need to be as competitive, relevant and visible as they can in a super-connected world, brands are being much more personal in terms of their outreach. That’s great […]