行业资料

Employee empowerment has been growing for years, and so have employee expectations. But the COVID-19 pandemic exacerbated changes in workforce engagement. Remote work has removed geographical limitations, giving employees even more options. And bu...

There’s been a marked shift in how people work and the COVID-19 pandemic only accelerated those changes. Employees want more flexibility with their schedules and a more fulfilling work life; many are finding that as new job opportunities emerge. B...

The start of a new decade always brings anticipation and speculation about what events, trends and innovations will define the next 10 years. This one had some surprises in store. The events of 2020 profoundly changed the way we live, work and do ...

There have been dramatic changes to the ways in which citizens have interacted with the public sector since the beginning of 2020. The effects and aftereffects of the coronavirus pandemic have changed citizens’ needs and therefore the frequency an...

Almost half of consumers in the UK say the pandemic has been hard for them—and that it has changed their life completely.In the UK, as well as across Europe, youth have felt the biggest effects of “pandemic life.” Some 54% of UK millennials and 60...

Ovum conducted a dual survey among customer experience managers and customer-facing employees across seven countries around the world. The surveys examined the role of support teams and how it is changing, the biggest pain points and frustrations ...

Even before the COVID-19 pandemic hit, the utilities industry was being thrust headfirst into a new era of connectivity defined by convenience, innovation and personalisation. Having been spoilt by the likes of Amazon, Apple and other digital-firs...

Genesys enables superior customer service experiences through cloud-based software, innovative artificial intelligence (AI) technology and traditional onpremises offerings. Our vision is Experience as a ServiceSM, which is based on the belief that...

The Coronavirus pandemic has made 2020 a year like no other for UK universities. Amid the continued uncertainty of when and how things can ever return to normal, the student experience at university has unquestionably changed. Many students now fa...

While customers have to date been fairly forgiving of substandard experiences in light of the business volatility, there is evidence that patience is wearing thin. And those retailers that do not make a sustained effort to improve CX in 2021 will ...

As competition for spend intensifies, customer experience (CX) is fast becoming a battleground for retailers. And with lines between physical and digital stores blurring, today’s customers expect seamless, multichannel experiences whether they’re ...

COVID-19 has thrown business strategies into chaos, and customer experience strategies are no different. Indeed, research indicates that nearly all organisations have made major changes to their customer experience strategy as a result of COVID-19...

Traditional approaches to chat can make it difficult to engage with online visitors when they need assistance. This results in lost conversion opportunities. Offering automated chats to all website visitors, no matter where they are in their journ...

Organizations in the Middle East are increasingly investing in technology to gain an advantage in an increasingly competitive environment, adopting structured and results-oriented digital plans to improve business results. Enhancing customer exper...

Today, all businesses regardless of their size and in all segments need to be competitive and to strengthen their customer relationship: from the most famous brand to the newly-formed SME. One of the first concrete effects of the pandemic has been...

The penetration of cloud-based contact center solutions into the contact center market has been growing dramatically as enterprises continue to acquire new customer engagement solutions or replace their existing premises-based contact centers. Clo...

Nobody said being a CDO, CIO or CAO was easy. As the CDAO UK conference made clear, those in charge of company data are under enormous pressures. They're expected to collect information and convert it into profits as well as to drive cultural ...

Utilities suppliers are in uncharted territory. New disruptive competitors, ever-increasing customer expectations, an ageing population, disruptive technology and the drive towards sustainability have dovetailed with a price cap, tighter regulatio...

The pace of change has been unrelenting for telcos. In recent years, infrastructure improvements, demands for more data, and the explosion of streaming, social media and messaging have set the agenda. But as the industry races towards yet another ...

So it’s clear we need these customer service heroes now more than ever - but are these heroes born or forged? Well, certainly some people are more naturally gifted with the qualities required to deliver excellent customer service. In a survey of c...