Articles

737 Articles and Podcasts
UK Consumer Duty: is this a win-win for financial services firms and customers?

Imagine being able to understand what frustrates your customers and fixing these for the next customers. That would not only deliver your Consumer Duty evidence but also, most importantly, solve your customer friction points, ultimately leading to increased customer satisfaction, retention, and brand advocacy.  

Mastering multilingual Customer Experience during global expansion: zero to fluent in 4 steps 

Delivering seamless, multilingual experiences is pretty challenging, especially when focusing on growth. Apply the right strategy so you can ensure your CX resonates wherever you choose to expand.

New economy organizations: 5 tips for adopting generative AI while scaling your customer experience

Generative AI presents a huge opportunity to narrow—and even prevent—the customer journey execution gap, addressing your customers’ immediate needs and demands while providing the satisfying experiences they have come to expect

The rise of insurance outsourcing: Why it matters

Legacy insurers, new economy companies, and other brands entering the insurance market need the deep expertise, efficiency, and scalability insurance outsourcers offer.

4 Customer Experience risks (and best practices) when expanding to new markets 

When brands expand into new markets, inconsistent CX quality is often inevitable. Find out the best practices

Travel trends in 2024 – what’s on the horizon for the global travel industry?

As anyone who has ever booked a holiday knows, the art of a successful holiday often begins with planning ahead. […]

Scaling Customer Support: Blending People and Tech for Digital Growth

Embracing a CX approach based on appreciation and respect for your global customers can lead to sustained growth in an ever-diversifying market.

Player Experience: Trends & Developments

When attending Gamescom 2023, the world’s biggest games event in Cologne, Germany, Concentrix + Webhelp organized a Player Experience Executive […]

Why Marketplaces Are the Right Fit to Boost the Circular Economy

In this latest in our series on marketplaces, we’re looking at the catalyst that marketplaces have been in the circular […]

What Will the Eu’s New Digital Services Act Mean for Marketplace Operators?

Nearly a decade in the making and some 25 years since the last major piece of EU digital legislation, the […]

What Are The Trust And Safety Threats To A Marketplace – And What Can You Do About Them?

The risks and rewards of building trust into your platform have never been greater. The global projected market size of […]

Our Global Consumer Retail Trends Webinar: What Were The Key Takeaways?

Concentrix + Webhelp recently hosted a webinar on global consumer trends in retail and their impact on customer experience. We […]

The Rise (And Rise) of Marketplaces: 4 Key New Retail Trends to Watch Out For

The rapid emergence of online marketplaces is continuing to reshape the retail industry. In this article Christophe de Sahb, our […]

gamescom 2023 – Recap & Lessons Learned

gamescom, the world’s biggest games event in Cologne, Germany, took place from August 23 to 27, attracting a stunning 320,000 […]

Reshaping Retail CX: AI, Blockchain, And New Tech For New Customer Experiences

Retail is on the precipice of a global paradigm shift powered by the accelerated capabilities of disruptive technology. The sheer […]

How to Reduce Costs Through CX Transformation

Whilst looking at the touchpoints in a journey is critical, it cannot tell the whole story. Your customer journey map should show the capabilities deployed by the organization prior, during, and after the touchpoints.

Reshaping Retail CX: Bridging The Gap With Generative AI

In case you haven’t heard, artificial intelligence (AI) has rapidly evolved into a disruptive game-changer, transforming entire industries and reshaping […]

Bridging the Player Experience Gap – Part 3: An Outsourcing Guide for Gaming Companies

Player experience in the world of video games is no longer just about the game itself. It refers to the […]

Reshaping Retail CX: Blending In-Store With Digital for Superior Experiences

If customers could decide the future of retail, what would they choose? The convenience of online shopping? Or the tactile, […]

How To Grow Without Breaking your Brand

A ‘digital native’ company, often referred to as a ‘born-digital’ company, is an organization that starts and operates primarily or […]

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