Blog Squad

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 […]

Amazon Navigates Toward its own Cloud Contact Center

Digital commerce giant Amazon rattled quite a few cages in the contact center industry recently when a report by Kevin McLaughlin in the techie insider newsletter “The Information,” set mid-March as the launch date for a cloud-based contact center platform. This initiated a ripple effect in technology publications, including this piece by Andrew Dalton in […]

Digital Disruption Will Impact On CX in 2017

I have often written how digital disruption has completely changed the way that customers engage with brands. The customer journey used to be defined and controlled by companies, yet the mobile Internet and social networking platforms have now handed control to the customers to determine how and when they seek information or try engaging with […]

Hospitality and the CX challenge

By Mat Bray, Sector Manager for Hospitality and Travel at Rant & Rave One of the biggest challenges for hospitality and leisure brands is that customers expect more than ever before, and the solution will need to be tailored to each organisation. Brands must listen to their customers to find out where they’re slipping up […]