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The development of multilingual hubs for an improved customer service

Outsourcing has changed dramatically in recent years. A decade ago most companies exploring an outsourcing strategy were looking to reduce their...

Improve cash flow and build a healthier business

Every company needs cash, but more importantly every company needs cash flow. Keeping on top of...

The strategic C-suite role and digital transformation

This week's #techenabler vlog. Webhelp Innovation Director David Pattman's view of the future...

Building a new sales solution for your business

What is the most important part of your business in the sales process today? The immediate answer...

Planning a customer-centric digital marketing strategy

How do your customers learn about your products? Did you place ads or use a strategic marketing...

Will robots transform the retail customer experience?

Robots are endlessly in the news in recent months. They are moving from the factory to shop floor and contact centre with the intention of improving...

Why are customers visiting your shops without buying anything?

New figures from ForeSee research suggest that around 50% of visitors to retail shops never have...

Brands can define their culture just by talking to customers

One of the more exciting aspects of customer service moving from phones and email to a wide variety...

Why data breaches are disastrous for retail brands

Over the past two years, retail has suffered more data breaches than any other industry. Security...

Voice-activated retail: what does it mean for you?

Conversational commerce is a rapidly emerging trend; one which is creating convenient...

Retailers hope for a boost as Alipay is now accepted in the UK

Alipay is one of the leading mobile-based payment systems in China. It’s a part of the enormous...

Should retailers fear AI or is it now essential?

For a long time, I have talked about artificial intelligence as an enabling tool that should help...

Cloud Technology: Why you should be investing

In the wake of the Forbes Cloud 100, our Innovation Director Dave Pattman looks at cloud technology. Specifically, its role in a surprisingly...

What impact will AI have on the role of contact centre advisors?

There has been a huge focus on how technologies such as artificial intelligence and machine...

Will drones reduce delivery times from hours to minutes?

A few months ago Amazon began delivering orders by drone in the UK. Their drone experiment has...

Customer Experience: Top Three Disruptive Innovation Trends

This week, Webhelp's Innovation Director Dave Pattman headed to Germany to visit our site in...

How banks can use cx to differentiate their service

The banking and financial services industry is changing faster than ever as a result of customer...

Will work at home completely change how experienced people work?

Think about these three businesses or social changes that we are all observing today and see if you...

Facebook chatbots and the implications for CX

Facebook chatbots recently hit the headlines when engineers had to shut down an experiment...

Your brand is defined by the customer experience, not marketing campaigns

The analyst company Gartner has been publishing great advice on the customer experience for many years. I think their predictions for the customer...

Five questions brands need to ask about digital cx

A fascinating feature by McKinsey recently listed five key areas where brands need to focus if...

Is omni-channel essential for delivering a great cx?

How many times have you read customer experience experts talking about how it is essential to...

Can retail banks compete with fintech on cx?

I don’t remember that Bill Gates once called retail banks ‘dinosaurs’, but I was reminded of...

Customers will spend more if they receive great service

More than a decade ago, there was a consumer backlash in some industries against the offshore...

Creating loyalty in bank customers

From 2013 to 2017, just five per cent of retail bank customers in the UK switched from one bank to another. Inertia and a fear of bills being missed...

How secure is your work at home contact centre strategy?

My colleague Helen mentioned in her last article the benefits of deploying a work at home strategy...

Four advantages of a work at home cx strategy

Work at home strategies are going mainstream, especially in areas such as customer service where...

Prime Wardrobe may change how we all buy clothes

It feels like ancient history now, but back long ago (the nineties) there was an online fashion...

Ryan Advisory says non-voice cx is growing fast

Ryan Advisory recently released their first big survey of the contact centre industry. The...

CX is the priority for execs, but they don’t have the tools

A new report, ‘Success in The Experience Era: Connecting Customer and C-suite,’ focusing on UK and US executives has found that senior...

How marketing executives are focusing on cx

The American department store retail giant Macy’s just announced a new marketing strategy....

How is the in-store retail customer experience evolving?

American retailers appear to be facing a crisis. Brands like JC Penney, American Apparel, and...

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