Opinion

Collections with care

December 14, 2022

Debt collection is and always has been an issue. Private businesses, councils, housing associations and myriad others are going to have to...

Human or digital? It’s about right time, right place

December 12, 2022

As you’d expect we spend a lot of time here at Sigma thinking about what customers want. What keeps them happy, what...

Supporting customers through the cost of living crisis will be key to maintaining loyalty

As we approach the festive season, individuals are cutting back on festive spending as the cost of living crisis intensifies. There is...

When will we scrap the WFH hybrid experiments and move to truly distributed work?

November 24, 2022

What is the future of work-from-home (WFH)? This was the title of a recent online lecture by Professor Nick Bloom of Stanford...

What is the impact of brand values on Customer Experience?

October 31, 2022

Finding common ground with your customers can be extremely helpful, as discovering that your values and outlook are aligned can do wonders...

Focus on retaining and attracting talent, or risk a collapse in essential service provision

October 25, 2022

Another week, another raft of concerning headlines and political upheaval. Amongst the myriad of gloomy news reports, I was concerned to see...

ChatLingual and HGS announce new partnership to pioneer multilingual CX

Multilingual messaging provider ChatLingual is thrilled to announce its partnership with HGS UK, a leader in providing world-class customer care and digital...

Leveraging Blockchain as a CX Disruptor

October 16, 2022

In their efforts to improve customer interactions, CX leaders are challenged to optimize processes, improve cyber security / data protection, and empower...

Is The Metaverse Heading For A Snow Crash?

October 12, 2022

A couple of weeks ago I talked to the founder of TrendzOwl, Stephen Loynd, on my CX Files podcast. Our conversation was...

The CX Blockchain Institute Annual Report Reveals Blockchain’s Disruptive Impact on CX Industry

September 27, 2022

2022 CX Blockchain™ Market Intelligence Report highlightssignificant differences in CX blockchain use between 2019 and today. Industry leaders cite better understanding of...