Blog Squad

Dan Miller

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 […]

MarkHilary

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 […]

Headshots of staff at Elas for Business Week.

Pictured is.... Emma O'Leary

No excuse for discriminatory practices in the workplace

In this day and age there is no excuse for discriminatory practices in the workplace. With so much focus on gender equality it is absurd that women still have to fight for the right to dress as they wish against the male view of how they believe a woman should dress. A parliamentary investigation into […]

Mark Davison-011_crop (002)

The opportunity for brands as the Me2B economy takes centre stage

As we move into a new year, brands have an opportunity to place their customer relationships on a powerful new footing. The new digital age presents a window to get to know customers better than ever before.  Every click is a reflection of an identity, a behaviour, a passion and a thought process. Information sharing […]

Martin-Hill-Wilson-440x440

Contact Centres Rediscover Their Mojo

What a difference a year makes! This industry gathering otherwise known as ‘Future of Contact Centres’ felt like a completely different event from the one I chaired just 12 months ago. For a start there were two chairs and twice the speakers. The event’s strap line that the Contact Centre is the ‘beating heart of […]

Ian McVey

KNOWLEDGE IS POWER SO WHY DO CX PROGRAMMES FAIL?

Ian McVey, UK Director, Qualtrics Customer experience (CX) is all about feedback, so we make it our mission to talk to our customers and understand their outcomes when using our software. Every day we see the unexpected business benefits that spring from customer connectivity.  But we also see why some CX programmes fail. When a […]

CB ERR (002)

Will you be the reason your best people stay?

Staff attrition can be one of the most costly expenses for businesses and many would argue that effective employee engagement is one way to avoid losing your best people. Do you, as a manager, know what makes your staff members tick and are there ways to ensure you keep your best talent within the business? […]

Marije Gould (002)

Preventing the ‘January Blues’ in your workforce

By Marije Gould, VP of Marketing EMEA, at Verint Systems January can be a tricky period for employers. While many people return from some time off over the Christmas holidays having had a chance to recharge their batteries, others may take the time to consider what they enjoy or dislike about their current jobs. Throw […]

Gavin Russell (002)

Best practices for making cyber security work

By Gavin Russell, CEO, Wavex Technology For many organisations their approach to cyber security is very much a reactive one — they’ve experienced a breach or attack, or an organisation in the same market space has been a victim, and up until then their attitude has been ‘it hasn’t happened to us’. However, with the […]

Epiq Systems, London portraits 5th September 2012

Are you GDPR ready? Three easy steps for a pro-active approach

Martin Bonney, Director International Consulting Services, Epiq Systems   The General Data Protection Regulation (“GDPR”) applies from 25 May 2018, and introduces a new set of rules relating to the collection, storage and processing of personal data. Companies should prepare for the Regulation in order to remain compliant and avoid financial pitfalls. The General Data […]