With the contact centre space providing a significant, growing opportunity for customer experience, it is these touch points that provide a powerful tool to transform the success of a brand in today’s digital world where customers expect responses 24x7x365. For this reason, we’ve gathered experts in the field from an array of world-class organisations who have already successfully transformed engagement, and they’re excited to help you do the same.
Contact centres are at a tipping point. Rapid advances in customer and employee facing technology have created a digital world in which contact centres have to adapt and change if they are to successfully deliver a consistent and joined-up customer experience across the customer journey.
Verint is to acquire ForeSee, a leading cloud VoC vendor. The Verint-ForeSee combination will create the market’s most comprehensive omnichannel cloud VoC portfolio available – an analytics-rich offering that will allow organisations to better measure and understand customer experiences and prioritize the improvements that will have the greatest business impact. The acquisition will add ForeSee’s […]
The UK’s Big Four accountancy firms are facing a major shake-up under reforms proposed by the competition watchdog. The Competition and Markets Authority (CMA) wants to separate audit from consulting services, while also encouraging a wider choice of auditors. The review follows high-profile company collapses such as construction firm Carillion, which was audited by KPMG. […]
Energy regulator Ofgem wants to produce a “smarter, fairer and cleaner” energy system that, added to reforms proposed last month, could cut consumers’ bills by £45 a year from 2021. Its plans for revising the energy system would help customers benefit from new technology such as electric vehicles and renewables. Ofgem also wants to ensure […]
The majority of people who shopped online over the Christmas period last year had a problem with a delivery – with parcels thrown over fences, taken to the tip by binmen and even getting chewed on by the dog, according to research from Which?. Which? looked at the delivery experience of people during the Christmas […]
Google announced this week that it would expedite the shutting down of the consumer version of Google+ after the company discovered that a freshly-introduced bug in a Google+ API exposed personal information of up to 52.5 million users to app developers and third parties. Earlier this year, Google initiated Project Strobe, an exercise that involved […]
Facebook has revealed that a software bug exposed the photos of up to 6.8 million users, including pictures they had not posted. It made the announcement a day after hosting its pop-up privacy experience “It’s Your Facebook” in New York’s Bryant Park. It said several third-party apps had access to “a broader set of photos […]
Bad weather and the lure of online shopping saw consumers shun UK High Streets on one of the busiest days before Christmas. Retail experts Springboard estimate numbers were 9% lower on Saturday, compared with the same time last year. Including shopping centres and retail parks, footfall was 7.3% lower. It comes as retailers face a […]
A rise in hotel and cruise bookings has helped European travel group Tui sail through another year with more than 10% growth in profits. It said next year, profits would grow a similar amount as customers also bought more excursions and holiday activities. Tui has seen double-digit growth for the last four years. Last month, […]
Eight in 10 corporate legal departments are unprepared to support their organizations’ digital initiatives, according to Gartner, Inc. “Digital ready” legal departments — those properly prepared and positioned to support digital business efforts — can increase on-time digital project delivery by 63 percent and increase the number of digital projects with appropriate risk management measures […]
Energy firm SSE has scrapped its plan to merge its retail business with rival Npower, blaming “very challenging market conditions”. The deal would have created the UK’s second-biggest energy supplier. The two said last month they would have to renegotiate the deal, which had been cleared by the regulator, because of the government’s new price […]
