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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....

It's too easy to pay lip service to explainable AI. Unless you bake XAI in to your systems you could be storing up trouble for later. This blog explains how we do that through our guiding principles.  I’ve written before about how ethics impacted the early...

To kick off the second instalment of my emoji series, let me ask: are you familiar with Monzo? Monzo is a relatively new company which describes itself as ‘a bank in an app’ and which is doing very well.[1] You might have noticed its product even...

LONDON and WASHINGTON, D.C. -- ContactEngine are pleased to announce that James Walker has joined the company as Chief Customer Officer (CCO). As CCO, Walker will lead the end-to-end commercial and service relationship for ContactEngine’s new and existing customers across EMEA (Europe, the Middle East...

Our white paper Death of the Retail Bank? considers the likelihood of Central Bank Digital Currencies. But there are factors beyond CBDCs that are pushing down on the frequency of cash transactions. Digital currency, regular readers of our sector insights will know, is very much on...

Our white paper Death of the Retail Bank? examines the existential threat Central Bank Digital Currencies pose to retail banks. These 5 steps will keep you ahead of the competition. The year is 2029 and central banks around the world are beginning to issue digital money...

Our white paper Death of the Retail Bank? examines the existential threat Central Bank Digital Currencies pose to retail banks. There are signs that we'll see widespread CBDCs soon. Central Bank Digital Currency is set to change the world of commercial banking. Currently, central banks do...

In our white paper Death of the Retail Bank?, we argue that delivering an improved customer experience using digital technology may be crucial to retail banks’ survival. So what exactly did we mean? It’s fair to say that customer service and retail banks have not always...

The second problem of the install journey happens on the day of the visit. Even if the small fraction of successful calls from your call centre manage to schedule an installation date and time, a locked door is enough to undo the perfect alignment of...

Oh good, another cryptocurrency. And this time from the paragons of privacy themselves, Facebook.  ‘Libra’ (nice zodiacal jab at the Gemini cryptocurrency company backed by archnemeses, the Winklevoss twins) is reportedly being prepped for international rollout sometime in 2020. I must say, I’ll be very...

Take a moment to think about the most important thing you have to do today. On a weekday, the chances are it’s something to do with an impending work deadline; perhaps its conducting a job interview or performing your best at an important meeting. On...

We opened an office in Bletchley Park recently. It’s quite a special place which helped to shorten the Second World War and saved countless lives as a consequence of its top-secret work. Famous alumni included Tommy Flowers and Alan Turing, the latter more famous than...

I’ve been involved with investors most of my career, I’ve raised money from friends and family, angels, VCs, PE firms, done a bit of venture debt and had pension funds pile in. I’ve started three companies, floated one on the London Stock Exchange, and built...