By Marco Ndrecaj, Director of Contact Centre Services at SSCL
By Rod Jones, CX industry specialist
Do companies set out to win when they embark on a new project or change programme? Probably not,...
By Leigh Hopwood, CEO of the Contact Centre Management Association (CCMA)
By Jennifer Olson, Executive Vice President of Customer Success at Align Technology
By James Hunnybourne, CRO at Ultima
Customer loyalty may not be at the front of your mind when you’re running marketing campaigns to...
It was great running a 90-minute breakout workshop at the Future of the Contact Centre Summit in...
Having automated, proactive conversations with your customers, driven by AI, is only possible if...
For AI to cement its place within consumers’ lives over the next 10 years, companies need to employ...
An Interview with Nicholas Brice, CEO of Soul Corporations and Sarah Hood, Global Head of...
During the pandemic, many organisations turned to the digital space as the world was made to stay...
Emails and phone calls are proven ways to run a business but in this fast-paced technological...
As 2022 drew to a close, most of us craved a period of calmness, both economically and emotionally....
Marketers understand just how important it is to deliver a personalised and relevant customer...
The Guardian explains how it halved churn by perfecting the fundamental basics of its customer...
It takes a lot for a project to be a hit with all the judges and make the final of the Engage...
Earlier this week I attended the 2022 Customer Engagement Summit, hosted by the team here at Engage...
Are you in SHAPE to lead or influence the modern digital-hybrid organisation?
Research by the University of California looked into how some of our digital practices are...
By Yasmin Peiris, Director, Customer Success, Mapp Digital Global retail sales will see reduced...
Need a little inspiration for your new CX strategy? We have found an insightful piece by SoftClouds...
I’ve had the pleasure of living and breathing issues of customer experience (CX) employee...
We talk a lot about how to nurture the customer through intelligent marketing processes, brand...
With a boom in demand for its customer service team, Dreams needed technology that would empower...
The operator said the move was part of ‘fundamental changes’ to its business strategy as it bids to...
American Express, the financial services brand, describes itself as “a global services company that...
Customer service teams are set to undergo major digital transformation and growth over the next...
With consumer behaviour changing rapidly over recent years, customer engagement is now one of the...
Leading online fashion retailer ASOS has topped a 2019 Retail Benchmark Report analysing online...