Author: Insights Team

Written by Eleanor Southern-Wilkins, Linguistic Specialist, in partnership with Zoey Planjer, Head of Customer Journey First published on cxm.co.uk Last year, the 90s masterpiece Friends, which has been running and rerunning on TV for the last two and a half decades, caused joy and uproar when it made...

In this episode of Mobile Interactions Now, ContactEngine CEO Dr Mark K Smith talks to tyntec's Jean Shin about how to bring about Twitter-esque experience of instant response to questions companies are asked by their customers. Listen to the full podcast here Jean: Mark, welcome to the show....

Nick Jennings, Vice Provost (Research & Enterprise) at Imperial College, has been an AI researcher for more than 30 years and has seen the peaks and troughs in the field. He has encountered years where there was a huge amount of funding and interest, as...

With more than 300 papers and 12 books in his portfolio, Michael Luck, the executive dean of the faculty of natural and mathematical sciences at King’s College London, is pioneering research into how multi-agent systems can be used to solve a huge array of challenges....

How successful is NPS as a way of measuring customer satisfaction and loyalty? Despite its popularity and widespread use, NPS has significant limitations which are often not discussed. This paper identifies and discusses those limitations. Get the white paper There has been an error, please review the form fields...

Simple and straightforward communication is a key component of delivering an exceptional customer experience. Messaging apps offer simple communication at little to no cost, and the number of people using these apps is significant — the top-two apps worldwide are Facebook Messenger and WhatsApp, each with...

Delivering exceptional Customer Experience (CX) can differentiate a company from its competition, so it is of little surprise that commitment to CX is now at the heart of the strategies of most global brands, with 84% of companies aspiring to be CX leaders. However, CX...